• diagnostics
• alerts and monitors
• tracking and benchmarking
• instant user support
• integration

Alerts & Monitors

Taking action on continuous streams of unstructured customer feedback requires a multi-pronged approach that includes reporting , prioritizing, and distributing data to the people who can act on it.

But you don’t have the time or resources to read every comment and decide who should be informed of what issues. So our alert and monitor systems do it for you, helping you improve customer experience without increasing workload or staffing needs.

Alert System

Our intelligent alert system deciphers the meaning of comments and funnels specific types of feedback to appropriate parties.

What data triggers your alerts is up to you. So you can ask the system to recognize when something is out of the norm, and you can change your preferences at any time.

Select from a wide variety of parameters in any combination, such as

• Number of comments in a specific time frame
• Average rating on a certain page
• Specific key words in comments

When selected criteria are met, the OpinionLab system automatically generates and delivers e-mail alerts at the frequency you specify.

Monitoring System

Our monitoring system automates data sharing by keeping selected stakeholders informed of trends in customer feedback.

Ideal for those who wish to keep an eye on website patterns and progress, monitors can be customized to report such things as

• Highest-rated pages
• Lowest-rated pages
• Pages receiving the most comments

If a problem arises, monitored reports will reveal it and streamline management and resolution.