- Closed-Loop Feedback Overview
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The Purpose of Closed-Loop Feedback 3 min
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Closed-Loop Feedback System Design 8 min
- Building a Ticketing System
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Creating Workflows and Tasks 5 min
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Email Tasks 3 min
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Tickets Tasks 10 min
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Workflows Run History 2 min
- Configuring a Ticket Management System
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Following-Up on Tickets 8 min
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Using Follow-Up Page Tools 10 min
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Setting Ticket Permissions 8 min
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Notifications Feed Task 4 min
- Module Quiz
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Module Quiz: Closing the Loop with Customers
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End of Course
Closing the Loop with Customers
Course 2 of 3 in Weeks 3 & 4 - Digital XM For Customer Experience Learning Journey
Leverage ticketing and case management to rapidly prioritize and respond to customer feedback.
Course Summary
This course is designed for professionals managing customer experience programs who need to take action on customer feedback. You'll learn to apply Qualtrics' Case Management to build a closed-loop feedback system. By leveraging tickets, you will prioritize and route customer feedback to the right teams, ultimately enabling your organization to deepen customer relationships and improve key business metrics like retention and customer lifetime value.
Learning Objectives:
- Explain the purpose and value of a closed-loop feedback system in the context of an Experience Management (XM) program.
- Differentiate between the inner and outer loops of a closed-loop feedback system and their respective functions.
- Configure a Qualtrics workflow to automatically create and assign tickets based on specific feedback criteria.
- Manage individual tickets on the Qualtrics Follow-up page by updating the status, priority, and ownership.
- Demonstrate how to use sub-tickets to escalate or reassign a portion of a ticket to another team or individual.
Recommended Users:
- Intermediate
- We recommend completing the Qualtrics Platform Essentials course content first.
Qualtrics Features Covered
- Action Planning
- Contacts/Directory
- Create CX Dashboards
- Custom ticket status
- Dashboards
- Email Task
- Event Based workflows
- Filter Dashboard Data
- Manage Teams
- Manage permissions
- Notifications task
- Queues Tab
- Run History
- Share CX Dashboards
- Text iQ
- Ticket Filters
- Ticket View
- Ticket forwarding
- Ticket group permissions
- Ticket reporting dataset
- Ticket settings
- Ticket workflow
- Tickets Follow Up Page
- Tickets Page
- Workflows