NavigateERP for African business

Customer experience: what it does

Hear from customers, fix what went wrong, and track product problems to the root cause.

Steps

  1. Go to Sales → Customer experience. The Overview shows CSAT, NPS, customer effort, responses, open and overdue tickets, % of service levels met and the reopen rate - for the period and branch you choose.
  2. Customers answer your forms through a link or a QR code. Low ratings and complaints become tickets automatically (the routing rules), each with an owner and a deadline.
  3. Product problems carry the unit, its warranty and the defect; the root cause and the corrective action are recorded before the ticket is resolved.
  4. Campaigns invite customers by SMS, email or WhatsApp, each with a personal link.

Good to know

  • The first time Customer experience is opened, a starting set is created - categories, failure types, root causes, resolution codes, service levels, four rules and two forms. Change any of it in Settings.