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EMPLOYEE
Company Reps: Gauge the mood in a glance
You can now gauge the mood of the room (topic) in a glance with our nifty "Satisfactometer" graph on the side of the page:
If you see a tall bar under the frowny face you know you've got some damage control to do. What an exciting opportunity to turn it into a win by blowing your customers away with an honest, authentic response!
If you see a tall bar under the frowny face you know you've got some damage control to do. What an exciting opportunity to turn it into a win by blowing your customers away with an honest, authentic response!
I’m hoping this will be a happy room
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This is one of the best points
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Thanks, norbiq! :) -
Inappropriate?I thought this was relatively new, and I LOVE it. Such a great way to surface info on the topic pages.
I’m actually :D
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This is one of the best points
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Thanks much! Glad you like it. It's something we've wanted to do for a while.
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Inappropriate?This feature can be misleading, when Company Reps habitually post "smiles" and the users are all posting "frowns". The "Satisfactometer" may seem to indicate that everyone's happy, but the customers are not, just the Company Reps. I'm not saying you should exclude the Company Reps "smilies" completely, but it does create a false sense of "satisfaction" when the customers all frown, and the Company matches them one-for-one with smiles. (Frankly, I've rarely seen a Company Rep use anything but a "smile". Seems to be a "put-on-a-positive-face-for-the-customer as corporate policy" thing.)
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Inappropriate?Interesting point. I suppose it can feel -- if you're a very unhappy person, let's say -- everyone else in the room is smiling at you.
I think what we have been going for is to make the mood represent what's actually going on in the room. Yes, all those customer service reps might be smiling (kill 'em with kindness, right!), but we hope it accurately represents what appears to be going on.
Then again, perhaps the company rep's smile-weight (if you will) shouldn't carry as much weight, since, as you note, us customer-facing folks try to smile as much as possible.
We'll definitely talk about this more. Thanks for the feedback!
I’m smiling uncontrollably
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This is one of the best points
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You could either weight them differently, or show both the customer's mood, and the company's mood. I think the second would give a really accurate indication, especially when you have the customers all frowning, and the reps all smiling.
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Yes, it might be telling in some situations to see the customer and company moods diverging -- that would be satisfying -- but I worry that two mood meters is one too many.
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Inappropriate?Hola,
Can I view an aggregate of all moods over a time period?
We gots needs here.
And yes I'm ecstatic!
I’m f@#$%*! Awesome!
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This is one of the best points
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Not currently, but that's certainly something we've talked about! I'll see where we're at with that.
EMPLOYEE