CXQuest Update Notes March 31st 2015

An upgrade was made on Mar 31st midnight EST, 2015 with the following changes:

1. Introduction of an Autotagger feature
2. Provisioning of Engagement Channels
3. Form Builder
4. Enhanced Feedback Invitations
5. Bug Fixes


1. Introduction of an Autotagger feature

How it works

You can think of the Autotagger as a ‘listener’ that constantly filters through every feedback the customer sends and then tags it with a tag of your choice whenever any of the pre-defined rules match. While the Autotagger can be set up to set a tag based on ‘simpler’ rules, it also is capable of understanding the linguistic context of free text messages and set a flag if any of the conditions are met. The following rules can be set up as rules that trigger an automatic tagging:

– Feedback Source
– Rating Score
– Context

Setting a tag will allow you to (a) filter the feedback in various search screens, (b) trigger notifications to specific users and (c) run tag specific reports.

How it is useful

With these few rules, there are a number of different use cases you can now set up. Here are a few:

Up-selling – You can set up a Context based Tag called e.g. ‘Upsell Spa’. Maintain a context that indicates increased likelihood of interest in Spa packages. This can e.g. be whenever someone mentioned that they are staying at a hotel for a wedding anniversary, or if they are asking for any sports activities after which a Spa treatment would fit.

Spotting Recovery Urgency – You can e.g. set up a context based tag called ‘Posting Threat’. Here the system will pick up scenarios that relate to a customer making reference the quality of the establishment not being the same as portrayed on the internet. In such cases, one can conclude that the customer does frequent review sites, is probably more Internet savvy and is also disappointed with the service delivered, indicating an increased chance of a negative post on a review site. In such cases, the autotagger can flag the feedback, and you can set up a notification straight to the empowered person to react to such an incident. You can also maintain other signs of distress as autotags, such as ‘Harsh Language’, or ‘Imminent

placeit (83)customer churn’.

Employee Recognition – You can setup a context based alert, that contains the names of your employees. In such cases, you can have a Senior person being notified instantly. This can then allow your managers to leave comment posts on CXQuest, and thus signal to the frontline staff that their efforts are instantly recognized, leading to often dramatic increases in Employee satisfaction.

Legal Threats  – Spot instantly when a customer complaint contains any reference to legal threats. These can e.g. be references to injuries, damages, loss or theft.

Alerts based on specific form answers. When we set up Custom eForms for you, we can pass specific parameters based on specific responses made. The autotagger can pick up those answers and trigger alerts accordingly. Thus, you can e.g. create a custom form for VIP customers to submit their feedback. For any response coming through the form, you can automatically tag these or tag when a specific response was selected.

There are many more scenarios that can be created with the Autotagger. Make sure to get in touch with your account manager to discuss how the Autotagger can work for you or to request assistence in configuring the Autotagger.

To access the autotagger feature, go to Settings/Automate on the left Menu. You need to be an administrator to access this feature.

2. Provisioning of Engagement Channelsengagementchannel

Collection Channels

Though CXQuest supported various channels of communication with the customer in the past, it is now possible to

(a) see all your  collection channels organized under every single asset.
(b) You can now also request the generation of a new communication channel for each asset.

Since CXQuest supports six different communication channels and each channel configuration  can be fairly customized, we are at this stage allowing the customer to submit their requests through the UI rather than having to configure it all on their own. You will then receive a confirmation sent to your user account email once the communication channel has been activated.

Invitation Channels

To send out feedback invitations for specific assets, you can now request that an automated interface is set up. This will trigger a job for the CXQuest team to configure a customized interface based on a specific file format. Once the interface is created, the interface will be activated and instructions as to where to load the file will be shared with you.

To access these features, go to Settings/Assets/Collection Channels or Settings/Assets/Invitation Channels

3. Form Builderformbuilder

In CXQuest there are 2 types of forms: eForm and Custom eForm. The standard eForm was designed to collect feedback from the customer based on the NPS methodology through a simple, single field form using text analytics rather than form fields to understand the content. This method is still (and increasingly) the prevailing method for most CXQuest customers. This form can now be configured with more flexibilities. You can e.g. change the name of the engagement and title the free text field (e.g. instead of ‘Feedback’ you can change it to ‘Request’ and thus highlight your ability to engage in-the-moment with the customer. You can also phrase a specific question that will appear as an indicative text in the free text field, add additional identification fields (e.g. Customer ID, Room Number) or allow for anonymous feedback.

If you need more complex forms to be generated you can send a request for a Custom eForm through the collection channel settings screens. Here we are using 2 different third party form builders that are integrated to CXQuest and a CXQuest consultant will setup the forms according to your requirements. To configure your form, go to Settings/Assets/Collection Channels/eForm

4. Enhanced Feedback Invitationsfeedback

Invite your customers by manually sending feedback invitations by going to Menu/Desk/Invitations. This will email or send an SMS to the customer with a link to the eForm. If you are using additional identification fields you can now enter these in the invitation as well along with the customer’s name. This will effect on the customer’s end that they will not have to register on the page that collects feedback. The system will know from the invitation whom to associate feedback record to in case the customer replies to the invitation. We have also improved the navigational aspects of this page based on user feedback. To access this feature, please go to: Settings/Assets/Invitation Channels


5. Bug Fixes

We fixed a number of bugs in this version, resulting in a more predictable, safer and better system behavior. Should you come across critical issues, please contact support@cxgroup.co


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