Assist users across all personas stay to on top of their different account experience actions with CustomerGauge's smart alerts.
Workflow Rules allows admins to set up ruled based alerts to help users to stay on top their action or achieve their goals in CustomerGauge. All rules can be setup and managed from inside the CustomerGauge system.
Workflow Rules
Who can receive these alerts?
In order to receive these alerts the recipients must be users of the CustomerGauge system. (Non users will not receive the alerts and you can view this in the Workflow History section).
You may add one or multiple recipients for the alerts to be sent, in case the recipient is left empty no alerts will be sent.
What alerts do I or does my team need?
Receive alerts via Email:
| Stage | Alert | Description | Ideal for | How to Setup? |
|---|---|---|---|---|
| Delivery Stage | Bounce Alert | Receive an alert when a failure occurs when a feedback request email is not delivered due to bounce. A must have for account managers to stay on top their business contacts | Account Managers/Front-line | New Bounce |
| Feedback Collection Stage | Lack of Response | Receive an alert when a key contact has not responded to your feedback request after X days. A must have for account managers. This flags an Absence of signal and let's account managers know they need to do a personal follow-up. | Account Managers/Front-line Team lead (No Response from a decision maker in a high value account) | Lack of Response |
| Feedback Collection + Close the Loop Stage | New Survey Response/ Case Open Automatically | Receive an alert when a new survey response comes through. This alert can also be setup to open's a case automatically to the recipient. This will help keep on top of closing the loop on time. | Account Managers/Front-line Team Lead (High Value Detractor responses) | New Response |
| Close the Loop Stage | Case not closed Reminder/KPI Approaching | Receive an alert when a KPI is approaching for case management targets. | Account Managers/Front-line Team Lead (When it appears that the KPI will not be met) | Case not Closed |
Workflow Rules Search
The search function of Workflow Rules allow you to find rules across all pages. The system will look for a rule name that matches exactly what is written in the search box.
Search that results in multiple pages of rules can be navigated with the arrows on the bottom of the screen.
Receive alerts via a Communication Channel:
You can receive all the above alerts for the different stages also in the following communication channels. Setup the channels so relevant teams are receiving the information.