SDX Session (Customer Support): Customer Feedback: Are you really listening?
Valentina Thoerner, WooCommerce Ballroom 355, 10:30-10:50 What do you do with those comments your customers leave after a successful (or not so successful) support interaction. Who reads (or makes an effort to ignore) the feedback given by happy and grumpy customers. How can you make sure these comments don't just get lost on individual support staff inboxes - and instead turn them into valuable sources of insight for support and product development. Learn how to leverage qualitative research to enrich the quantitative data (CSAT, ticket touches, time to resolution) you already use: I'll teach you how to do it, the time and resources you need (less than you'd think). And I'll share the results of our own experiment at WooCommerce with this approach.