ServiCentre

What the ServiCentre integration with InputKit allows

Once a ticket is closed in ServiCentre, InputKit automates the customer satisfaction follow-up:

• Automatic satisfaction survey sent as soon as a ticket is closed, using the "Close" button, with no manual task for your team
• Can also be triggered manually with the "Survey" button in the calls list, once the option is enabled in the user's security settings
• Sent by email or SMS depending on the contact information available (average response rate: 57% by SMS, 49% by email)
• Fast detection of dissatisfied customers in the InputKit dashboard, with a smart response generator to speed up follow-up
• Automatic prompt to leave a Google review for satisfied customers (average increase of 3 to 10 times in monthly Google reviews)
• Individual employee performance reports to track service quality

Each ServiCentre category must be paired with an InputKit questionnaire sequence; if a category isn't matched to a sequence, no questionnaire is sent for it. The contact information used comes first from the "Other contact" field selected via search in ServiCentre's customer record, or otherwise from the call's primary contact linked to the customer's main email.