All Journeys
Run VOC Programs

Run VOC Programs

Collect customer feedback in various ways to understand and influence customer satisfaction

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Strengthen your community

Welcome new community members and re-engage inactive members to ensure your community has a strong use base.

Build customer loyalty and trust

Listen to and understand feedback, follow up on product ideas, and celebrate community wins with your customers.

Improve customer relationships

Proactively utilize the valuable insights extracted from community engagement data to improve customer relationships.

What's included in this SuccessBLOC?

Each SuccessBLOC is embedded with industry best practices to help you get started quickly and achieve customer outcomes faster.

Goals & KPIs

Segments

Workflows

Campaigns

Goals & KPIs

Measure what matters

Pre-built scorecards include KPIs—including registration trend and number of users posting discussions—to measure registration, engagement, and feedback.

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In-App Segmentation
Totango In-app builder

Segments

Understand your audience

Pre-configured audience segments—including customers with registered users and users who have posted a discussion—to better understand user engagement.

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Workflows

Automate activity

Triggered workflows containing tasks and actions to proactively follow up on user ideas, celebrate account engagement, and assign a community manager.

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In-App Segmentation
Totango In-app builder

Campaigns

Communicate effectively

Automated emails triggered by account and user segments to welcome new users to the community and engage inactive community members.

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Successbloc

Run VOC Programs

Collect customer feedback in various ways to understand and influence customer satisfaction
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Categories:

Customer Success

Publisher:

Totango

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Last Updated:

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OverviewGoals & KPIsSegmentsPlaysCampaignsAssets

Introduction to VOC

Voice of the Customer SuccessBLOC helps you measure your customer sentiment using NPS® and make your organization more customer-centric.

The VOC toolkit allows you to:

  • With the Voice of the Customer (VoC) SuccessBLOC, you’ll be able to create loyal and satisfied customers
  • Have a pulse on your customers’ feedback
  • Seamlessly incorporate customer feedback into your Customer Success strategy
  • Ensures that the entire organization is focussed on delighting customers
  • The Voice of the Customer SuccessBLOC is designed to help you kick start a Voice of the customer program within your organization
  • Gather feedback from customers and close the loop effectively by asking Promoters to become References or influence your online brand visibility and reach out to Detractors to quickly resolve the dissatisfaction
  • Analyze NPS across different business segments with NPS cards in segments and scorecards

What's Included?

goals & kpis

Measure success for the customer and success for the business

Drive best in class customer loyalty

  • Overall NPS
  • % of Promoters
  • % Detractors
  • % Passives
  • Health of Paying Accounts
  • NPS by Customer Journey Adoption
  • Customers by Journey Established
  • User NPS Breakup

Maintain a high campaign response rate

  • NPS Response Rate

Manage and reduce accounts at risk due to low NPS

  • Total Revenue at risk
  • Percent of Revenue at risk

Provide a great CSAT experience

  • Overall CSAT
  • Average Onboarding CSAT

Customer segments

Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success

  • Paying Customers
  • Accounts at risk due to detractors
  • Users targeted by NPS Campaign
  • Users who provided a NPS response
  • List of Promoters
  • List of Passives
  • List of Detractors
  • Users by Journey Stage - Adoption
  • Users by Journey Stage - Established
  • Users who responded to CSAT Campaign

successplays

Automatically triggered or manual workflows containing sets of tasks and actions, prompting Customer Success Managers to focus on the most meaningful activities right on time

  • Plan for Detractors -> Promoters
  • Plan for Passives -> Promoters
  • Promoters -> References

campaigns

Automate your communications using campaigns to send automation emails triggered by various goals

  • Close the Loop - Detractor
  • Close the Loop - Promoter
  • NPS Survey - 1st Reminder
  • NPS Survey
  • Post Onboarding CSAT

Resources

Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements

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