How To Resolve NPS In NotifyVisitors
NET PROMOTER SCORE
NPS survey is a great tool to measure the satisfaction of the customers and it is in itself an elaborative process. The aim of the marketer is not just to measure the satisfaction through the scores but also one needs to dig deeper into the reasons for the scores. Also, if your customers are not satisfied with the brand's services, you must resolve their grievances to satisfy them.
NPS resolution is inevitable to push your promoters to promote the brand, fetch the attention of the passives with catchy offers and try to build a brand image with the detractors.
Read this article to know how to resolve NPS in NotifyVisitors.
HOW TO RESOLVE NPS IN NOTIFYVISITORS DASHBOARD :
1. Navigate to the notifyvisitors dashboard> NPS campaign >Analytics.
2. Click on the feedback to mark any of the feedback and responses as resolved.
3. Click on the “MARK AS RESOLVED” feature as seen in the below image. The feature lies in between the “assign to agent” and “delete response” features.
4. Click on the MARK AS RESOLVED feature to resolve any of the queries and grievances of the customers.
WHAT IS THE USE CASE OF NPS RESOLUTION FEATURE IN NOTIFYVISITORS :
You can send the NPS in a journey and resolve it as per the ratings given by the promoters, detractors, and passives. You can further engage the promoters to promote the campaigns, convince the passives with catchy offers and resolve the pain-points of the detractors.
Let’s understand it better with an example, suppose a user has given a rating of 7 to your product after he purchased your product. You can ask him for the reasons for the scores and engage him further with the email/SMS campaigns so that you could easily build trust in him in regards to your product and mark the NPS response as RESOLVED.
Now read below the steps to resolve the NPS :
1.Create a journey by navigating to the NotifyVisitors dashboard> Analytics>Journey Builder.
2. Create an event by dragging and dropping the EVENT block.
- Select NPS activity in the SELECT EVENT category.
- Add conditions to the event. Here we have added the notification ID, resolution, and rating.
- Here we have added the values to the conditions, add “resolved” VALUE in the RESOLUTION, and configured the rating as well. See the below image for reference.
- Once rules and conditions are added, you can send the NPS to the customers to know the reasons for their ratings and improving your customer services further.
Here we have taken an example of the passives who are likely to go for other competitive offerings if they find any. You can engage the detractors and promoters in a similar way.
Conclusion
Resolve the NPS responses given by the customers to make sure you and your customers are aligning on the same page. It will help you build a greater relationship with the customers in the long run.
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