New Feature
At-Risk Contacts
A new feature is now available to help you better identify and track your at-risk customers.
The “Risk Contacts” screen allows you to view, filter, and manage respondents identified as being at risk.
This dedicated space displays a list of named contacts who have provided at least one response indicating a potential risk:
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Recommendation (NPS) = Detractor,
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Overall Satisfaction (CSAT) = Dissatisfied,
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Effort Level (CES) = High,
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and/or Comment containing risk indicators detected by semantic analysis.
For each contact, you can view the associated revenue, see the detailed responses involved, and mark the contact as handled with a single click.
On a survey or customer journey dashboard, a simple click on the “Revenue at risk ” widget automatically displays the list of at-risk contacts filtered for the relevant survey or journey.
