Travtus

"I want to proactively manage our brand's reputation."

"I want to maximise customer satisfaction across all communities."

Understand whether a problem mentioned in a bad review is widespread

If you see a bad review come in and want to know whether a holistic solution is required, use Search.

Having seen a bad review come in, click in the search bar and type "are we seeing issues with &lt;bad review topic&gt; in multiple communities?"

Based on the results, ask any follow up questions or take action as required

You can also navigate to the community which received the review and check the Customers Requiring Attention tab, then drill down into these and click on the History tab ("I" icon) to understand the full customer journey of each person

1. Having seen a bad review come in, click in the search bar and type "are we seeing issues with &lt;bad review topic&gt; in multiple communities?"
2. Based on the results, ask any follow up questions or take action as required
3. You can also navigate to the community which received the review and check the Customers Requiring Attention tab, then drill down into these and click on the History tab ("I" icon) to understand the full customer journey of each person

Using the newsfeed, you can see alerts as soon as they come in, highlighting complaints and issues customers are facing.

Start at Latest News (this is the page you will have landed on)

Use the Category filter to switch off Kudos, Trending and Information so that you are left only with Alerts

Select the alert then navigate to the community and select the Customers Requiring Attention tab

Here you'll see those facing issues and you can click on their email address to open your mail provider and contact them

1. Start at Latest News (this is the page you will have landed on)
2. Use the Category filter to switch off Kudos, Trending and Information so that you are left only with Alerts
3. Select the alert then navigate to the community and select the Customers Requiring Attention tab
4. Here you'll see those facing issues and you can click on their email address to open your mail provider and contact them

Knowing your happy customers can be a powerful tool in your arsenal - if you can identify them, you can encourage them to speak about their good experiences in public. 

In the Gateway, you can use Kudos to understand where people are most grateful for the service they've received.

Use the Category filter to switch off the other alert types and look at only Kudos

Clicking on one of the alerts will take you to the individual's customer card where you can see their recent experience 

Click on their email address if you wish to contact them

1. Start at Latest News (this is the page you will have landed on)
2. Use the Category filter to switch off the other alert types and look at only Kudos
3. Clicking on one of the alerts will take you to the individual's customer card where you can see their recent experience 
4. Click on their email address if you wish to contact them

Problem statements

Gateway User Journeys

Understand whether a problem mentioned in a bad review is widespread

Stop bad reviews before they happen

Know where happy customers are

Suggested searches