Did you know nearly half of customers cut spending after one bad experience? But companies that close the loop on feedback, they reduce churn, resolve issues faster, and build lasting loyalty. Today, we're showing you how to automate that process.
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FAQ for for Closed Loop Ticketing
What is the difference between the Inner Loop and Outer Loop?ย
The Inner Loop focuses on immediate, individual follow-up to resolve issues or provide coaching. The Outer Loop uses aggregated insights from many tickets to drive structural improvements and organizational changes.
What are common use cases for closed-loop ticketing?
Organizations use closed-loop ticketing to automatically act on feedback in three ways: recovering at-risk customers before they churn, equipping managers with frontline intelligence to coach and improve processes, and routing satisfied promoters to marketing and sales teams for testimonials, referrals, and upsell opportunities.
Can this ticketing process be used for Employee Experience (EX)?
Yes. While ticketing is common in CX, the Inner Loop concept is ideal for EX. Tickets can be generated from low engagement scores to trigger manager coaching, resulting in individual learning and behavioral changes.
What is the goal of closing the loop with a detractor?
The goal is to neutralize detractors by systematically engaging them to resolve outstanding issues, instill trust, and build relationships.
What information must I include in the ticket?
Essential ticket fields include the Ticket Owner, Contact Fields (name, email), the Metrics/Response Information (satisfaction score and verbatim feedback), and any relevant Embedded Data (Transaction ID).
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How does acting on customer feedback drive value?
Acting on insights helps identify opportunities for improvement, enabling companies to refine their offerings and processes. When customers see their feedback resulting in tangible changes, it builds trust and engagement.
Learn more about driving value through action in your CX program through the following resources:ย
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1. ย Article | What is a feedback loop and how does it work?
2. Article | Closed loop feedback and why itโs important
3. Article | Seven Mistakes to Avoid When Closing the Loop With Customers
4. ย Support Page | Ticket Taskย