When an employee sees a user problem, they generally must communicate the issue to several stakeholders before getting a resolution.
1. Capture Feedback
Link your customer support system to OmniPanel to see an overview of what all of your users are reporting as key issues.
2. See Key Trends
From the OmniPanel dashboard, view the key trends and most important issues that customers are reporting in real time. See all the cases associated with specific trends and topics.
3. Understand Issue Context
Understand the root causes of each user problem by breaking issues down by cohort. You'll have the user's full history and context of all their interactions with your service so you can understand causality. Context is key when it comes to feedback.
4. Close The Loop
Fix the most pressing customer pain points before the same problem occurs again or affects any other users.