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:female-construction-worker::skin-tone-5: :star:: A User answers theā¦
:female-construction-worker::skin-tone-5: :star::
A User answers the online survey
:silhouette:
no verbatims or email/contact
Survey recorded in Qualtrics with no more action
:writing_hand::skin-tone-2:
:silhouette:Let verbatims without contact details
:admission_tickets:: A ticket is created in Qualtrics with country owner notified by email
:red_flag:Country owner is looking at the ticket and categorize the verbatims with the pre-populated categories (navigation, missing document etc...). He/she can use GA to check the interaction to help the categorization)
:check::Close the ticket
:writing_hand::skin-tone-4: :female-construction-worker::skin-tone-5: Let verbatims with contact details
:email: only email (most common)
:admission_tickets:: A ticket is created in Qualtrics with country owner notified.
:timer_clock: 24 hours
:email: :arrow_right: :female-construction-worker::skin-tone-5:Country owner is reviewing the feedbacks before sending the preformatted email.
Check in CRM if customer
, adapt the mail if the user asked a question compared to only feedbacks + asking if ok to have call to dig in a bit more about his/her feedbacks
OR
:email: :arrow_right: :female-construction-worker::skin-tone-5::Automatic pre-formatted email sent to the user thanking him/her + asking if ok to have call to dig in a bit more about his/her feedbacks
:timer_clock: instant
:iphone: Phone number only (really rare)
:admission_tickets: A ticket is created in Qualtrics with country owner notified. The user
will have to be recontacted within the next 24 hours
:timer_clock: 24 hours
:checkered_flag:: Before making the call, country owner is checking on
CRM if the user is a known customer
to retrieve more information about him/her
:!?: :iphone:User picks up the phone ?
NO
Let a message trying to book a timeslot
YES
available now?
2 more items...
:email: + :iphone: Email & phone number
:admission_tickets:: A ticket is created in Qualtrics with country owner notified.
:timer_clock: 24 hours
:email: :arrow_right: :female-construction-worker::skin-tone-5:Country owner is reviewing the feedbacks before sending the preformatted email.
Check in CRM if customer
, adapt the mail if the user asked a question compared to only feedbacks + asking if ok to have call to dig in a bit more about his/her feedbacks
:date: Within 1 working week
The user does not answer the email (often)
:red_flag:Country owner categorize the verbatims based solely on verbatims (can use GA to check the interaction to help the categorization)
1 more item...
The user anwser to the email sent (really rare)
:iphone: :red_cross:User is not available for a phone call and/or explain more in detail his/her issue with the website by email.
1 more item...
:iphone: :check:User is ok to have a phone call with Tarkett
1 more item...
:timer_clock: 24 hours
:telephone_receiver: :arrow_right: :female-construction-worker::skin-tone-5:Country owner try to call the user with the phone number provided.
OR
:timer_clock: instant
:email: :arrow_right: :female-construction-worker::skin-tone-5:Automatic pre-formatted email sent to the user thanking him/her + asking if ok to have call to dig in a bit more about his/her feedbacks
OR