Responding to customer survey responses is a powerful way to create meaningful touchpoints and enhance customer experience, but it requires effective organization. AskNicely's Case Management system simplifies this process by helping you track and manage survey responses that need attention. Cases can be opened when responses from contacts require follow-up and closed once the issues are resolved or sufficient information has been gathered to make future improvements.
Our Advanced Case Management feature update allows your teams to:
- Be notified of Responses that need to be addressed
- Collaborate Efficiently internally to discuss the context of a Response
- Coordinate messaging to align with the voice and tone of your external communications
- Engage with Contacts about their Response and resolve any outstanding issues quickly and effectively
Opening and Closing a Case
Automatically Opening or Closing a Case Through a Workflow
You can auto-open/close a case based on the response (i.e. open for detractors with no comment) by using the Case Status workflow, found in the Actions section of the primary Workflows page.
Go to Workflows> Actions> Case status.
- Rename your workflow (optional). e.g. "Promoter Scores with Empty Comments"
- Select Automatic
- Select the cadence (e.g. only once per survey)
- Add a rule
- Select the status you want to set the case to Open or Closed
- Click Save Workflow
Once you have completed setting up your workflow, 'switch it on' to make it live:
Manually Opening a Case Through a Response View
Go to Responses > Click on the response > Click on Open Case
Manually Closing a Case Through a Response View
Go to Responses > Click on the response > Click on Open
Alternatively, you can click on "Email Reply" to reply via email:
Then click "Send & Close Case" to close the case.
Assigning a Case
Case assignment is only available with the Grow and Transform plans. If you are interested in this feature and it's not currently available, please get in touch with our team.
Automatically Assigning a Case Through a Workflow
You can automatically assign an "Open" case to a team member by using the Case Status workflow, found in the Actions section of the primary Workflows page.
Go to Workflows> Actions> Case status
- Rename your workflow (optional). e.g. "Assign Promoter Scores with Empty Comments"
- Select Automatic
- Select the cadence (e.g. only once per survey)
- Add a rule
- Select Open (only open cases can be assigned)
- Select if to "Assign a specific user" or if to "Assign a user from custom data"
- If assigning to a specific user, click on the dropdown on the right and select the user
- If assigning the user from the custom data, click on the dropdown on the right and select the field that will contain the user details.
- Click Save Workflow
Manually Assigning a Case Through the Response View
You can manually assign an "Open" case to a team member through the Responses page.
Go to Responses > Click on the response > Click "Assign To"
Click "Assign To" and select from the drop-down a user.
Targeted Alerts and Push Notifications
Users who are specifically assigned cases will receive email notifications and push notifications if they have installed the AskNicely Mobile App on their devices.
How to configure Case Management reports
Go to Settings > General > Case Management
There are three configurable settings within Case Management:
-
Close Options: This setting allows you to categorize cases based on their resolution, including the channel used (e.g., phone, email, etc.). It helps indicate through which medium the issue was resolved.
-
Service Level Agreement (SLA): You can enable this option and define the business hours covered under the SLA. An SLA tab appears in the Dashboard under Reports > Case Management when enabled. A case is considered to have met the SLA if resolved within the specified business hours.
-
Business Hours: The SLA is calculated based on your business hours. If you wish to calculate the SLA for all hours, including non-business hours, configure the business hours to cover all days and set each day to 24 hours.
Viewing Case Management reports
Go to Dashboard > Reports > Case Management
There are two tabs on the Case Management Report:
- The Cases tab shows the open, closed and average time rates. The data can be broken down by categories (e.g., city, user and more). The data can now be exported into a spreadsheet by clicking "Export To CSV".
- The SLA tab shows a breakdown of cases that fell inside and outside your SLA hours. The data can be filtered based on different categories (e.g., city, user and more). The data can now be exported into a spreadsheet by clicking "Export To CSV".
As mentioned above, this tab will only be visible if "SLA" is switched on under the case management settings.
Filtering Responses By Case Status
Once an SLA is established, Users can see the following Case Statuses: Overdue, Open, Closed from the Responses page. Clicking on any of those statuses filters the Responses based on the status of their case.
Case Management Via Integrated Systems
Allow your teams to seamlessly integrate Response data into their every workflow!
Connect to your ticket management or CRM platform using one of AskNicely's existing Integrations or by creating a Workflow to send to a Support Inbox as the recipient.