Samiksha Gharote
SUMMARY
Sqrutiny is a feedback form application The main purpose of collating data via feedback forms is to provide marketers and business owners insights that they can use to improve their business, products and overall customer experience.
PROBLEM
Prompt response to any critical feedback is one major challenge faced by business owners to improve customer satisfaction. Manually assigning tasks and priorities is time-consuming and results in a delayed response to the feedback or query
SOLUTION
Having an automated ticketing registration will revive the feedback collection mechanism and be more effective in assigning priorities and teams to the tickets which will be governed by ticketing rules set up by the user.
This will revive the feedback collection mechanism to achieve the following:
• Notify the concerned team/department as soon a critical feedback is received
• Identify immediate actionability for improving Customer Satisfaction
• Reduce additional effort by business analysts to categorize, analyse critical inputs and create cases on complaints/issues for resolution
• Become more customer-centric by continuously listening to the customers
• Constant monitoring by business owners & management about customer pain points
• Reduce a lot of manual intervention due to automated workflow
• Increase positive sentiments due to immediate complaint redressal
• Generate monthly & quarterly reviews to better administer feedback
CONCEPT EXPLORATION
DESIGNING FOR ACCESSIBILITY
HIGH FIDELITY MOCKUPS
Module : Online Ticketing
This feature will be used to log a ticket by automatically filling up certain predefined details when a critical feedback is received. Logging of tickets will depend on ticketing rules, which would be defined by users.
1.1 This screen shows the layout of the feedback forms from where the user can create new forms and edit and delete older forms.
In the tickets section, the user can select the form to view the tickets and rules pertaining to that form.
This screen shows the view where the ticket rules have not been applied and prompts the user to go to the rules section.
The user can add a new rule in this section, which is unique to each form that has been created.
The new rule can be created based on the parameters of each form and the priority and team can be assigned accordingly
The rule gets added to the ticket rules section and can be modified or deleted in the future.
The tickets related to the form can be seen in the tickets section and are automatically assigned a team and a priority based on the rules.