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Action management

Action management features

Action management offers a wealth of features that help you address customer experience issues:

Customizable user roles ensure the best person is assigned to solve the problem.

A localizable interface enables a truly global reach for your CX program.

Predefined workflows empower your staff to take the best course of action.

Easy-to-use email templates with an HTML editor enable you to customize notification emails.

A mobile-responsive design means that on-the-go staff never miss a beat.

Powerful search capabilities and a wide range of filters help you find the case you need quickly.

Streamlined permissions let you decide who has access to what features.

What is action management?

Forsta action management monitors your Voice of the customer survey results for you and automatically assign issues to the correct department or individual based on configurable rules tailored to your unique business needs. What’s more, action management facilitates advanced reporting so you can measure your program’s impact while improving efficiency. Action management is equipped with powerful features to ensure that your team is able to address customer concerns quickly and efficiently. In addition to highly configurable predefined workflows that empower your team to take action quickly, streamlined permissions ensure the right people have access to the features and data they need. Advanced search features and filters ensure your team can find the cases quickly and customizable notifications help users never overlook a customer issue.

A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. And, considering that 74% of consumers identify word-of-mouth as a strong influence in their purchase decisions, it is imperative that businesses follow upon customer experience problems fast

How can action management help my business?

Forsta allows you to manage customer cases in an easy-to-use environment, assign case managers to follow up with individual customers, and log progress. In addition, you can easily classify issues and root causes to generate reports that help you identify areas where larger process improvements need to be made. With action management, you can:

Identify and satisfy at-risk customers fast:

At-risk customers can have a significant financial impact on your business. By identifying and addressing customer issues early, you can take positive action to resolve problems, turning dissatisfied customers into advocates. Forsta action management watchers survey results for you and automatically notifies the right people to take action on customer feedback in real time.

Automate and streamline processes:

Forsta action management’s streamlined user permissions and sophisticated workflows let you decide which actions are relevant for each type of case and empower users to resolve issues within your business’ designated parameters. You can determine who gets notified, when, and how, to ensure case escalation and collaboration runs smoothly. What’s more, you can enforce conditions that must be met before a case is closed, ensuring the proper process is followed to close the loop with your customers.

Never miss an alert:

Forsta action management is accessible on a desktop or mobile device ensuring your staff is always able to address customer concerns whether they are in the office or on the go. Email alerts and mobile-responsive design, together with a localisable experience for end-users, ensure your staff receive alerts and can attend cases no matter where they are, what language they speak or what device they are using!

How can I find out more?

Forsta action management is fully integrated with our award-winning software solution for Voice of the Customer, Voice of the Employee, and Market Research. This powerhouse combination provides you with richer insights, so you can make smarter decisions, and react faster to your customer’s demands. Because there is so much to action management, we’d be delighted to arrange a demonstration for you – simply contact your Account Manager or a member of our sales team at www.forsta.com/contact

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