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:: LightLine™
:: LightLine C
:: LightSend
:: LightSend F
> Introduction
> How it Works
> User Benefits
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There are two types of feedback: solicited and unsolicited.
Solicited feedback. As soon as a customer of the organisation completes a transaction, LightSend-F will send a SMS to ask for feedback in the form of A-F grade. The customer can additionally include verbatim comment
Unsolicited feedback. This is received from customers whose mobile phone number is not available in the organisation's database. This type of feedback is very important, as customers generally would comment on a service or product only when it is extremely good or extremely bad. This very useful information will show up in the LightSend-F feedback management system of the organisation.
In both cases, the customer relationship management manager can use a browser to see the input, and decide on who and what action to take: to send a SMS message back, to call the customer, or to investigate the event to provide an answer to the customer.
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