Support Services

VOC Feedback Process

Purpose: This document will serve as an outline of procedures that will be used for the VOC Feedback process for both internal and external customers.

 

Internal Feedback

  • When a Forte employee receives feedback from a customer or has their own feedback regarding products, processes, or services, they will follow the below steps:
  • Forte employee submits a new Freshdesk ticket using the “VOC Internal Feedback” template. 
    1. Using this template will capture the required information and assign the ticket to the Feedback group in Freshdesk.
  • Click on New, New Ticket

  • Type in “VOC” in the ticket templates search box and select the “VOC Internal Feedback” template.

  • Fill out necessary fields in the ticket template as well as filling out the Description of the ticket template with the feedback information.
  • If there is a related Merchant ID, Portfolio ID(Reseller ID), or Partner ID, please be sure to fill out the Merchant ID/Partner ID field.

  • The ticket will automatically be assigned to VOC in the Feedback group within Freshdesk.
  • VOC will evaluate the feedback to determine which department is impacted.
    • If the feedback is regarding a CSA-supported department, the ticket will be reassigned to the appropriate CSA agent.
    • If the feedback is related to a Product or Service, VOC will work with internal teams, as necessary through recurring feedback loop meetings and/or the Product team.

External Feedback

  • When a merchant or partner has feedback for Forte regarding a product or service, they will email feedback@forte.net
    • This will automatically create a Freshdesk ticket that will be assigned to the Feedback group in Freshdesk.
    • VOC will evaluate the feedback to determine which department is impacted.
    • VOC will respond back to the merchant or partner to acknowledge that we have received their feedback and provide any resolution if possible.
    • VOC will work with internal teams, as necessary through recurring feedback loop meetings and/or CSA/Product team.

 

 

 

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.