Idealsoft CRM Feedback Management System is a software that enables centralized deployment and management of all feedback operations throughout an enterprise/organization. iFeedback can help an organization establish a dialogue with employees, partners, members/non-members and customers regarding key issues and concerns.
iFeedback is typically support for collecting and managing feedback from customers or employees. There are two main types: traditional online survey software that solicits inputs to pre-defined questions, and community platform that solicits open-ended feedback and ideas from customers and have the customer community collectively rank the feedback and ideas.
Both types support CRM integration and advanced reporting with statistical analysis, centralized panel management.
iFeedback may provide a workflow process that provides a means for organizations to ensure consistent survey quality and enforce respondent privacy and IT security policies.
iFeedback vary widely from HR, IT, Marketing, Sales and continues to expand on its corporate implementation and scope. Departments within an organization can collaborate on feedback initiatives, sharing results and gaining insights that enable the organization to listen, learn, react and anticipate to the needs of their key stakeholders.
iFeedback is helping organizations obtain and rank feedback, providing a means for customers to drive product management.
Improve customer satisfaction and service: Deliver customer information, feedback management, service history, and support knowledge directly to the desktops of customer service representatives and supervisors, giving them the tools to deliver consistent, efficient service that enhances customer loyalty and profitability. iFeedback provides a comprehensive customer service solution that is familiar to users, completely customizable to your business process, and scalable to meet the growing demands of any size business.
Deliver Superior Member/Non-member Service: Utilize multiple interaction channels, including phone calls, e-mail messages, in-person communications, and self-service Web sites to quickly create, manage, and resolve service issues. Use streamlined access to cases, customer history, Service Level Agreements (SLAs) and a powerful Knowledge Base to support customers effectively and productively. Enable customer service representatives to deliver consistent customer experiences through flexible and structured customer service stages and processes through Windows Workflow Foundation.
Manage Work More Efficiently: Create a productive work environment for your customer service representatives with iFeedback. It can help your business to productively manage customer incidents, service contacts, and knowledge from a single, scalable business application. With the familiar iFeedback interface, your business can quickly bring new service representatives up to speed while reducing training costs.
Automate Service Processes: Assign, manage, and resolve feedback incidents with automated routing, queuing, and escalation of service requests, along with case management, communications tracking, and auto-response e-mail. Use Windows Workflow Foundation to create and execute robust service processes that span the customer service organization. For organizations seeking to make service a core competency of their business, iFeedback can extend throughout the customer value chain to include other departments or areas of the business, as well as partner and supplier organizations.
Resolve Issues Quickly and Accurately: Improve your first-call resolution rates using a searchable, shared knowledge base of articles organized by product and service category, as well as through integrated “Presence” information and instant messaging. Quickly locate and communicate with subject matter experts, managers, or supervisors using contact information that is embedded right in the CRM user experience.
Gain Actionable Insight: Measure customer satisfaction during all stages of the service lifecycle either in real-time or as part of a service reporting cycle. Use historical and actionable analytics to raise customer satisfaction, reduce case handling times, improve first-call resolution, or drive targeted cross-sell/up-sell offers to customers. Incorporate service analytics into product improvement initiatives, quality measurement processes, and warranty program optimization.
Third Party Integration: Confidently build and deploy world-class Contact Centers with iFeedback through on-premise integration with critical contact center infrastructure products, including leading telephony switch, automated call distribution (ACD), and computer-telephone integration (CTI) products offer management and workforce management, and call quality solutions.
Application Integration: Much of the information needed to answer customer questions is scattered across applications such as ERP, billing, and invoicing systems. This information can be surfaced through iFeecback. For complex integration requirements, connect iFeedback in an on-premise environment to aggregate information from existing systems and channels to accelerate issue resolution. This gives customer service representatives the ability to see all customer interaction information across multiple systems in one place.
Manage Feedbacks: Create, assign, and manage customer feedback/service requests across multiple channels, including phone, e-mail, Web, in-person and emerging channels. Manage feedbacks from initial contact through resolution and automatically associate incoming support inquiries with the appropriate feedback.
Route and queue feedbacks: Dispatch feedback cases to queues where individuals and teams can access them easily and automatically route them to the appropriate individual, supervisor or expert. Customize service queues so that they match your customer service processes.
Speed problem resolution: Resolve common support issues quickly using a searchable knowledge base. Ensure that published information is complete, correct, and properly tagged using built-in review processes. Build and maintain a solution database that makes it easy for people to find appropriate solutions quickly.
Manage contracts: Create and maintain service contracts within iFeedback to manage service level agreements (SLAs), refine business processes, and bill customers accurately. Update the relevant contract information automatically each time a support case is resolved.
Manage and automate e-mail response: Maintain accurate account, contact and service history with automated tracking and response for customer e-mail messages.
Schedule appointments and resources: Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities. Quickly locate qualified and customer-preferred service professionals and schedule service appointments to deliver value-added services for customers.
Manage services, facilities, and equipment: Model your complete service delivery offerings and resource groupings into iFeedback to provide consistent service practices throughout your organization.
Communicate in real time: See the availability and status of co-workers using iFeedback. Optimize service handling and resource utilization with the power of instant communications.
Automate service processes: Model and deploy robust business automation for customer service using a wizard-based workflow design environment. Connect and build powerful and time-saving workflows built on Windows Workflow Foundation.
Protect data quality: Automatically clean and purge duplicate records to ensure data consistency and integrity.
Turn data into actionable knowledge: Identify common support issues, track service processes, and measure service performance. Use rich reports that provided standard as part of iFeedback or easily build customized reports with wizard-based tools that do not require technical resources from IT.