A pulseCheck is a pulseM-unique feature that allows the dispatcher to instantly ask customers for a ‘how did we do’ SMS or email, which includes a short review. This function has a couple purposes.
Purpose 1 - Segment Your Customers
Using pulseCecks, a business can segment their customers by their sentiments towards the service. For example, the ones whom indicated they were generally happy with their service will be redirected to a social media review site (which is preassigned), neutral/unhappy customers will be redirected via notification to someone in your company who can address the issue in real time. This allows a business to build a positive social media profile, while also attending to the complaints of the customers with negative experiences. The redirect URL’s can be adjusted underneath the Social Media Homepages option. To get to Social Media Homepages click Settings > Connect Social Media and scroll down and it will be on the right hand side of the page.
Purpose 2 - Deeper Understanding of Your Employees' Customer Service Skills
pulseChecks allows a business to create a gamified leaderboard of their technicians, ranked on how well customers have rated them in the pulseChecks. Using the 1-to-10 review system the customer gives, pulseM has integrated algorithms that create a final ‘score’ for the technician. Over time, these scores get averaged and a leaderboard is created. Using this leaderboard, the admin account can view the top performing technicians, as well as identify the ones in need of further training.
We heavily recommend you to choose the SMS option, as opposed to the email one, for the ‘Send pulseCheck’ button. Customers are both much more likely to see pertinent information on their phone rather than their email and are far more receptive to the messages.