Developing a plan

Previous section: What is the importance of closing the loop?

Set your closed loop process up for success by first spending time to develop a solid framework. Establishing expectations for your team members, investing in a bit of training, and determining how you'll be sharing feedback are all steps that will ensure your customer follow-up program is completely seamless and effective.

In this section, we'll discuss three key considerations for establishing your closed loop plan:
  • Developing the frontline: Who will be notified of responses? Who should be following up?
  • Leveraging your support stack: What tools will you be using for the closed loop process?
  • Expanding to the macro: How often should you share feedback with the rest of the team?
Developing the frontline: Who should be following up?

Depending on your company's structure and support style, most customer follow-up is handled by your frontline employees – such as support representatives and account managers.

As you determine who will be following up with your customers, be sure they: 1) Are notified of their responsibilities, 2) Are fully trained on the background and importance of NPS, and 3) Are aware of any expectations in terms of follow-up timing, messaging, etc.

When bringing new team members into the closed loop process, a great place for them to start is our New User Guide. This guide covers the A-Z of getting up and running with Delighted.

Leveraging your support stack: What tools should be used?

Consider your current “support stack” – the group of tools that you currently use to communicate with, and support, your customers. From reporting to messaging, you likely already have a few platforms that you use outside of your NPS program (ex. help desks, CRMs, etc.)

Discuss with your team a few different ways you can integrate your closed loop process with those various platforms. Here are a few ideas to kickstart that discussion:
  • Help Desks: Using a help desk like Zendesk or Help Scout? If so, consider using either integrations or alerts to automatically notify your frontline support team when Detractor comments are received. Routing feedback to your existing help desk will keep all your communication centralized, while also making it super easy for your team to act on critical customer feedback
  • CRMs: Using a platform like Salesforce to manage all your customer details and relationships? Consider reviewing our integrations, either those offered by Delighted directly or via Zapier, to  sync NPS feedback to your customers’ records. In terms of the closed loop process, having all customer detail in one place(including their NPS) ensures you can have more robust context to inform any subsequent conversation
  • Data Visualization / Reporting: Use Delighted's powerful Reports section to visualize your data in a snapshot, over time, or by any number of other data points using our pivot table. Beyond those features, you can export your data at any time via the UI or API. If you’re using any analytic-based tools for business intelligence, such as Looker or Tableau, you might consider running regular exports of Delighted data. Delighted provides exports in CSV format, so you can quickly and easily plug that data into your business intelligence tools. By running more in-depth reporting, you can surface key insights regarding trends in customer feedback- driving more and more macro-level change across your organization.
To recap, Delighted offers a number of integrations, alerts, and exporting options to help funnel feedback into the tools you’re already using. As you discuss possible integrations with your team, select a few support stack tools that would offer a good fit for joining the closed loop process.

Expanding to the macro: How often should you share feedback?

We’ll discuss this more later in this guide, but a good rule of thumb is to create a three-tier system:
  • Daily (Frontline team): Set-up alerts/integration notifications to pull frontline staff into the closed loop process as soon as a customer response is received
  • Weekly (Key team members): Hold a frequent meeting, ideally weekly, to chat through the previous week’s feedback and any noted trends. Involve team members that can more readily enact change based on this feedback, such as engineering, marketing, and account managers. Use Delighted’s weekly digest to automatically deliver a summary of feedback you can chat about during your meeting
  • Monthly or Quarterly (Company-wide): Getting the whole team organized takes a lot more effort to combat scheduling conflicts. Aim for a monthly or quarterly cadence to give teams time to clear out their schedule. This company-wide meeting can focus on the larger topics and trends gathered by frontline employees and key team members running the NPS program and managing the closed loop process. Keeping a monthly/quarterly cadence ensures that the entire company remains customer-centric and involves current feedback in their decision-making processes
Now that you have a solid framework to start approaching the closed loop process, the next step would be to dig even deeper into the micro level of following up with customers. The one-to-one support experience, between the customer and employee, is extremely fundamental to a successful feedback loop. 

In the next section, we’ll cover some guiding principles to consider when training your team to close the loop on a more granular level.

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