Service Recovery: Proactive CX Management

Negative feedback happens. How you deal with that negative feedback can dramatically influence future customer loyalty. The most effective CX teams have a service recovery process in place to deal with customers who have had negative experiences. With our high response rates, Stella Connect provides the perfect tool to power service recovery programs, and we’ve rolled out a new feature to help facilitate this process.

Here’s how the process works:

1. After a customer leaves a negative piece of feedback, details will be flagged in your CRM or case management system. This process is managed through our data return API. You can configure which types of negative feedback are flagged; for example, you might want to include all one-star feedback that include a comment.
2. As feedback flows into your internal system, your team will be able to review the customer record and interaction details to determine whether a follow-up is appropriate. Your service recovery team will then follow-up directly with customers.
3. After the service recovery interaction, you will close the case in your internal system which will trigger a follow-up Connect request to the customer. This request will enable you to measure whether you have reversed the customer’s negative sentiment. As with your initial feedback requests, you can fully configure these service recovery feedback requests to meet your specific requirements.
4. Responses to your service recovery feedback requests will show up in the relevant team leader’s stream as well as the stream of the person who conducted the service recovery interaction (if different). You will also be able to access aggregate data in a service recovery dashboard.

To get started, click the service recovery tile on your settings page or reach out to your Client Success Manager.