11 Best Practices for Managing Customer Feedback

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback!

If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. You probably have some routine — everyone has, and our whole life is made of them. No matter if you’re a fan of routines or you prefer improvisation, this article will help you to maximize the value of using Nicereply day-to-day. Let’s look at the best practices of how to manage customer feedback.

With an effective routine, you don’t need to spend your energy & capacity on things that have to be done daily. As soon as you implement these clever tips into your work process, you don’t have to be afraid you will miss something important — like an angry customer. And that’s exactly what you want to avoid, right?

What are the pros of having daily routines at work?

  • Cutting down your to-do list > as habits become natural each day.
  • Protection of forgetting something > you don’t have to “keep in mind” as many things as before.

Daily best practices for Support Managers

  • You can decide If you want to receive all ratings, or only good, neutral, or bad ones.
  • Choose the frequency of receiving reports (weekly, monthly, both, none).
  • You can export your report as a CSV document.

The huge advantage of the Nicereply app is that every rating is connected to the rated ticket (and your ticketing system won’t create a new one). That saves you a lot of time of investigation you’d have to do with some other tools.

Check all new ratings in the Rating Feed.

Filter all ratings with comments.

Add tags to ratings

Customer: You guys are awesome! One thing that would be great is if I could sort the CSAT ratings with issues by comment. I keep a log and currently just copy and paste.

Adding tags to your feedback helps you to group important insights from customers.

Do a proper follow-up

Examples of useful settings for support managers in ticketing systems:

  • You can set up a rule for opening up the ticket if it’s not solved.
  • You can send a follow-up email and ask customers for a review.
  • You can set up a rule for assigning a ticket with a bad rating directly to the team leader.

Investigate negative rating issues

Many times it isn’t about the bad agent’s service but about product features or integration which hasn’t been implemented yet.

Bonus tip

How to do it?

  • Go to “Staff” > Click on “Agent” > Click on “Add Agent” on the upper bar.
  • Choose a “Thing or Action”.
  • Create the name of an issue.
  • Confirm it by clicking on “Add Thing or Action”.

Go to the Rating feed and:

  • Click on “Rating detail”.
  • Click on “Edit rating”.
  • In the first bar choose the option “Product Issue”.
  • Save changes (watch the video below).

From now on, if you go to the Rating Feed and click on the “Agents” filter, you will see the new issue at the bottom of the list. Under this “Thing or Action”, you can see all comments you marked as “Product Issues”.

Weekly best practices for Support Managers and Teams

1. Review statistics of the trigger-based surveys

  • Surveys opened > also known as Open Rate
  • Surveys answered > also known as Response Rate

…and compare them to the previous time period, e.g. week.

How to do it?

  • Go to the “Metrics” on the left bar menu.
  • Click on “Overview”.
  • Choose the type of your survey in the first survey bar menu (by default you will see All surveys alternative)

Does your CSAT survey include more questions?

If you want to see how customers engaged with each question, click on “CSAT” on the left bar menu. Then, click on the “Overview” > choose a particular survey on the top bar and scroll down.

Note: Adding more questions to surveys is currently available only for CSAT surveys.

2. Contextual analysis thanks to Team and Agent report

Leaderboard with your agents. You can see:

  • An average rating of a particular agent.
  • The number of received ratings (of a particular agent).

The teams within your company — e.g. sales, marketing, devel, operations…etc.

…and thanks to filters you can list through your departments = teams or members.

As we already said, while analyzing received scores & customers’ comments always link to the context of the issue.

🕵️‍♀️ Example of providing a good contextual analysis. Let’s say we are going to analyze Igor’s ratings:

  • Check the number of received ratings and average scores.
  • Next, filter ratings with comments to understand what kind of issues the agent solved.
  • Now, analyze the feedback in the context of the ticket.
  • Think about it. Consider if it meets the goals of your internal Quality Assurance.

3. Weekly report

Agent’s bonus tip

Monthly must-do: CSAT / CES / NPS overview

In the Nicereply app, you can see two time periods in graphs.

Quick Recap: Keep in the mind

1. Act on feedback

2. Monitor agent’s performance by gathering insights

3. Track your KPI’s through reports

💡Tip for Slack users: Don’t miss any new rating. Set up a trigger that sends you a notification with details about the received ratings directly to chosen Slack channel. You can set it up with the Zapier app.

Well done! If you read this article until this point, you’re the one that cares about doing his best job. We believe these clever tricks will boost your customer support routine to the next level. If you know somebody who can find our best practices useful too, share this article with them.



Improve your #custserv & #custexp with Nicereply - a customer satisfaction survey software, including CSAT, NPS & CES 2.0

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Improve your #custserv & #custexp with Nicereply - a customer satisfaction survey software, including CSAT, NPS & CES 2.0