Closed-Loop Feedback Management demo
Each low rating becomes a promised callback on a 48-hour clock. 1:14
What the demo shows
A workflow solution for CX teams that turns each poor rating into a recovery case.
Every low or neutral satisfaction rating becomes a promise on a ledger with a 48-hour clock: promised, due, made, outcome, re-rated. Agents join the call, the rating and the account, prepare the fix and the words, and watch every clock; the row turns amber an hour before the promise breaks. The recovery officer calls and closes it, a billing analyst approves credits above $150, and fifteen minutes later the customer is asked to rate the utility again.
Transcript
- Closed-Loop Feedback Management turns every unhappy customer vote into a callback promise on one ledger.
- Each month, 1,400 customers rate us unhappy, and many promised callbacks never come.
- Every promise runs on a 48-hour clock.
- Omar Rahimi's turns amber at hour 47.
- Behind a row is one journey, his call about a third estimated bill, then his unhappy vote.
- The agents found why.
- His meter photo came after the read window.
- Billing has approved a $234 credit.
- Hannah calls Omar with an hour to spare.
- The promise is kept.
- She closes the loop, and 15 minutes later Omar rates us again.
- Happy. 97% of callbacks, now made on time, up from 58.
- Built on Botminds: agents, data, screens, and governance on one platform.
Transcribed from the film’s narration. Captions are on the player.