Surveys, Forms and Incident Management

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Everyday an increasing number of customers communicate with companies online via their website. To support this growing level of communication, companies create custom web Forms to receive information and/or process that information internally through traditional email management. Companies typically use these Forms to help manage: customer support requests, feedback, registrations, employment processing and more.

Feedback submission form

Customers are also periodically presented with survey Forms to help companies measure their performance and future needs. In most cases today, a new survey must be recreated by a company each time they wish to gather information, and the results are typically siloed and provided only to the person conducting the survey.

Through the Customer Feedback Center™, anyone within a company has the ability to easily create their own Forms, and reuse those same questions, Forms and reports in the future. The CFC also allows for enterprise-wide Form use and real-time reporting access, ensuring this information is delivered to the right hands, at the right time.

Key benefits of the CFC’s Forms & Surveys:

  • An easy way to create your own questions and Forms for use and reuse, with responses stored in one centralized database accessible across your company
  • Integration with the CFC Knowledge Base to promote customer "self-service" prior to support Form submissions, thereby reducing redundant support requests
  • Customized confirmation screens, messages and registration requests, allowing your employees to tailor each Form to meet their department’s specific needs
  • Real-time reporting on all Form-based activity from dashboard displays, including easy-to-read charts and graphs that help analyze and track customers responses

The capabilities of our Forms & Surveys include:

Feature Details Description
User-Defined Questions and Forms Dynamic field (questions) & form (survey, support, etc.) creation and libraries for reuse and instant duplication
Secure Access Roles-based user assignment to forms and surveys
Incident Management Category-based management of incidents allowing for complete centralization of all customer correspondence
Advanced Workflow Dynamic incident trail generation, management and notifications from forms — putting the right information in the right hands, at the right time
Advanced Search Advanced incident search by unique ID’s, keywords, users, and assignment criteria
Email Notifications Real-time customer tracking of their incidents in the "MY CFC" screen and notifications through auto-emails
Real-time Reporting Real-time reporting, dashboards, analysis and exporting of data
Integrated Knowledge Base Knowledge Base integration for form results offering key word matches to a customer’s form submission prior to actually submitting to customer support