ActionTracker

Additional features

Customizable Surveys - Tailored Data Capture

SurveySquare's platform allows you to create surveys that are specifically tailored to your needs, ensuring you collect the most relevant and actionable data to meet your unique business objectives.

Easy-to-Use Platform - Intuitive Survey Design

The platform is designed to be user-friendly and intuitive, enabling you to quickly and efficiently build customized surveys without requiring specialized technical skills.

Mobile Texting Surveys - Reach Customers on their Phones

Enables feedback collection through SMS, allowing you to reach customers directly on their mobile devices for increased engagement and response rates, especially convenient for on-the-go feedback.

Email Surveys - Versatile Feedback Channel

Offers email survey options, providing a flexible and widely used method to distribute surveys and gather customer insights through a familiar channel.

Social Media Review Collection - Boost Online Reputation

Provides tools and strategies to actively encourage and collect customer reviews from various social media platforms, helping to enhance your online reputation and social proof.

Manage Reviews - Centralized Review Oversight

Offers a central dashboard to oversee, organize, and efficiently manage customer reviews coming from multiple online sources, streamlining your review management process.

Review Widget - Website Review Display

Provides a customizable, interactive widget that can be embedded on your website to showcase consolidated reviews from Google, Facebook, Yelp, BBB, and SurveySquare surveys, building customer trust and transparency.

Review Reposting - Amplify Positive Feedback on Social Media

Allows you to easily repost positive customer reviews and survey responses directly to your business's social media feeds on platforms like Google, Facebook, and Instagram, maximizing the reach of positive testimonials.

AI-Driven Analysis - Intelligent Feedback Processing

Integrates Artificial Intelligence to analyze customer feedback from social media and direct surveys, automatically extracting key themes and insights for deeper understanding.

Cross-Platform Data Linking - Holistic Data Analysis

Enables you to link data from various review platforms or import survey data from other tools, providing a comprehensive dataset for unified and in-depth analysis.

Actionable Insights - Data-Driven Improvement Guidance

The AI analysis is geared towards providing actionable insights that businesses can directly use to improve their service quality and customer experience based on concrete data.

AI Assistant - Interactive Data Inquiry

Includes an AI Assistant feature that allows you to ask specific questions about your customer feedback data and receive AI-powered answers, enabling more targeted data exploration.

100+ AI Prompts - Ready-Made & Custom Analysis Questions

Offers a library of over 100 pre-written AI prompts to guide your analysis and also allows you to create your own custom prompts for highly specific inquiries.

Multi-Level Analysis - Insights for Every Role

Generates analysis reports tailored for different organizational levels, including executive summaries, manager-level reports, and CSR-specific insights, ensuring relevant information for each team member.

Word Cloud & Keyword List - Identify Key Themes

Automatically generates word clouds and keyword lists from feedback data, helping you to quickly identify and track frequently mentioned terms and themes in customer opinions.

Recall/Call-Back Analysis - Root Cause Problem Solving

Specifically analyzes data related to recalls and call-backs to help businesses understand the root causes of recurring issues and implement targeted solutions.

ActionTracker™ - Real-time Issue and Lead Management

The ActionTracker™ feature allows you to monitor and manage customer service issues and sales leads in real-time, ensuring prompt responses and efficient handling.

Auto-Assignment - Streamlined Task Distribution

Automatically assigns customer service issues and sales leads to the appropriate team members, optimizing workflow and ensuring no issues or leads are overlooked.

Workflow Management - Enhanced Process Oversight

Facilitates improved workflow management by providing greater oversight over processes, helping to streamline operations and maintain process control.

Action Item Tracking with Audit Trails - Accountability and Transparency

Keeps a detailed record of action items with full audit trails, promoting accountability, ensuring task completion, and providing a transparent history of actions taken.

Team-Customer Communication Monitoring - Quality & Consistency Control

Enables monitoring of communication between team members and customers, helping to ensure consistent, high-quality customer interactions and identify areas for improvement.

Team Trend Identification - Spot Team Performance Patterns

Helps identify performance trends across team members, highlighting both high performers and areas where coaching or support may be needed within the team.

VOIP - Integrated Voice Communication

Offers integrated Voice over Internet Protocol (VOIP) calling directly from the platform, allowing for seamless and clear voice communication with customers through your web browser.

SMS - Threaded Customer Text Conversations

Provides SMS functionality to organize and track customer conversations in threaded formats, ensuring efficient and organized text-based communication for ongoing interactions.

Email Management - Efficient Email Communication Tools

Includes email management features with custom templates, automated appointment reminders, and dispatch capabilities, streamlining email-based customer communication.

Employee Performance Reports - Data-Driven Performance Reviews

Enables quick generation of employee performance reports based on direct customer feedback, providing valuable data for performance reviews and appraisals.

Scorecards - Identify Top and Underperformers

Utilizes scorecards to clearly identify top-performing employees based on customer feedback metrics and also to pinpoint underperformers who may require additional coaching or training.

Employee Surveys - Measure Engagement & Gather Feedback

Offers a comprehensive suite of employee survey tools, including pulse surveys, annual engagement surveys, and 360-degree evaluations, to gauge employee engagement and gather internal feedback.

Outsourced Employee Surveys - Managed Survey Administration

Provides the option to outsource the entire employee survey process to SurveySquare, including administration and analysis, for businesses seeking external expertise and support.

Leaderboard Report - Employee Motivation & Recognition

Features a Leaderboard Report that publicly displays and rewards employees who receive positive customer reviews, incentivizing excellent customer service and fostering a competitive, positive work environment.