Automatic Notifications and Alerts – Best Practices in Risk Management
Automated notifications and alerts in the YourCX platform are a key component of effective risk management in the area of Customer Experience (CX). They enable organizations to respond immediately to warning signs, minimizing potential losses and improving service quality. Below are best practices for using these mechanisms, along with real-world examples.
Real-Time Alerts on Negative Customer Experiences
YourCX allows you to configure alerts that notify relevant personnel whenever negative feedback or low scores (such as a low NPS) are received. This enables fast intervention and issue resolution before problems escalate.
Example: A retail chain receives an automatic alert when a customer rates their visit 2/10 and reports a service issue. A regional manager promptly contacts the store manager to investigate the case and implement corrective actions.
Monitoring Trends and Detecting Anomalies
The platform can be set up to trigger alerts for significant trend changes—such as a drop in satisfaction over a defined period or a spike in negative comments related to a specific service aspect.
Example: A telecom company notices a 30% increase in negative comments about call quality over the past week. Thanks to an alert, the technical team quickly identifies an issue caused by a recent software update and releases a fix.
Auto-Creation of Tasks Based on Alerts
YourCX supports automatic task generation within project management tools based on specific alerts. Each task can have an assigned owner, deadline, and a description of required actions.
Example: When a customer submits negative feedback about the return process, the system automatically creates a task for the customer support team to contact the customer and resolve the issue within 24 hours.
Customizing Notification Frequency and Scope
Users can customize the frequency of notifications (e.g., immediately, daily, weekly) and define what information each alert includes. This ensures effective information flow without overwhelming users.
Example: A quality manager sets up a daily summary of all negative reviews from the last 24 hours, including key details such as location, issue description, and recommended corrective actions.
Integrating Alerts with Other Systems
YourCX enables alert integration with external tools such as CRM platforms or team communication systems, supporting faster response and better cross-team coordination.
Example: A negative customer review automatically generates a case in the company’s CRM, assigned to the relevant consultant who follows up with the customer to resolve the issue.
