Understand your customers with Feedback Management for NetSuite!
With this Feedback Management tool, companies like yours can gather valuable customer, vendor, and employee feedback, and gain insights into the feedback you collect within this solution in NetSuite.
Built in NetSuite, the Feedback Management tool provides you with insights and empowers you to take action to close the feedback loop with customers without leaving the ERP! The entire feedback process is executed within NetSuite and can be automated.
The feedback management structure built into this tool involves designing and automating the survey, assigning the correct entity to receive the survey, capturing their feedback, analyzing feedback in context of other records, and publishing responses in dashboards so you can identify trends. You can also automate survey follow ups through workflows, enabling your team to take action when it's most helpful! The best part? This solution lets you keep it all in NetSuite, as you gather feedback and act on it, to drive customer loyalty and positively impact growth.
With this solution, you can set up triggers to send a feedback survey after after a sales order has shipped, an email has been created, a cash sale has been created, an opportunity has been closed, a project has been closed, a case support case has been closed, and many other statuses that you can define in the context of NetSuite.
Because you define the trigger based on NetSuite events. You can decide who gets the survey, for example, a particular company contact, and their responses are captured in NetSuite in the context of other records. In addition to the ability to use this custom trigger action to setup your automated survey trigger, you can also use a NetSuite saved search to establish who gets a feedback survey.
While the feedback surveys available with this tool are fully customizable, there is a recommended framework for gathering good feedback. Every feedback survey should have a rating question (such as an NPS question), a question asking why that rating was given, and a question asking what could be improved. This gives you a picture of how the customer views you overall, what their primary lense is through which they view your company, and what their main pain point is if they have one.
With this solution, your feedback surveys can even include branching logic for the "thank you" message to help start the next steps after garnering customer feedback. If the response was positive you coud link you customer to Google reviews, or invite them to opt in for marketing emails.
With this solution, you'll learn how feedback directly impacts your bottom line, and gain the opportunity to turn customer feedback into a competitive advantage. When you receive a response from a customer you can take action! It's very easy because because the response is a NetSuite record.
As an example, you could create a simple workflow prompting the account manager to follow up with an unsatisfied customer if they were a high lifetime value customer who had a poor experience.
This solution incorporates AI, which reads all the text from feedback survey responses and groups them into topics. The associated machine learning allows you to further customize this by adding industry-related keywords, or other terms important to your business, so you ca better understand customer sentiment with regard to those topics.
All response data is associated with other NetSuite records that give it context, such as customer, contact, transaction, item, project, and case records. This context makes it easy to understand and analyze your feedback data.
With this solution, you can dive into individual responses, or segment responses by product, sales rep, support person, subsidiary, lifetime value, order frequency, and more! You can also easily view correlations between transactions, customers, items, and feedback data and find meaningful insights into the relationship between specific data points. Out of the box, more than 45 reports and dashboards are included to help you understand the feedback, and how your response to that feedback benefits your business!
This solution lets you see exactly how your customer experience program adds value to your business and impacts profit and growth. When feedback data is tied to your system of record (NetSuite), you can understand when and how to take action to improve loyalty, reduce churn, and generate referrals.
Bundled?
Yes
Category
NetSuite ERP
Customizable?
Yes
No
