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The UsefulFeedback! blogs

By ufadmin on 1/29/2014 4:00 PM
Come and join us at the Complaint Management Forum 2014. Find out more here
By ufadmin on 9/18/2013 2:43 PM
Our new partners, Ashdale Complaint Management Services, will be our local sales agent covering Australia and New Zealand. Ashdale have already assisted us in getting our first Australian client live and running with our UsefulFeedback! product and we are now working with them on several other local implementations of our product. The partnership enables Ashdale to offer a complete end-to-end solution for managing complaints, given that they also offer: Your own dedicated 1300 complaint line Expert complaint handlers receiving and recording complaints Oversight of the complete complaint process Full access to  ‘Complaints Manager™’, our web based database Full reporting capabilities to identify trends and issues Secure and confidential data collection and storage No capital outlay No complicated contracts Risk assessment, advice and ongoing support All aspects of Ashdale Complaint Management...
By ufadmin on 5/21/2013 7:46 PM
UsefulFeedback v7.8.1 has been released and includes several enhancements and fixes.

Major enhancements include:
  • New Touch-enabled interface - caseworkers can now acess their work using a tablet or smartphone!
  • New interactive, visual timeline feature - allowing a user to view a graphical timeline of case events that have both already taken place and are due to take place in the future.
  • User notices - allows system administrators to publish formatted notices to users on sign-in.
  • Enhanced case re-assignment - allowing cases to be assigned or reassigned in a batch.
  • New document bundles feature - allows a caseworker to create a bundle of documents so that a they can be forwarded on to other users for review or even sent to an external source, such as an Ombudsman, for review and consideration.
Download the full release notes here.
By ufadmin on 12/6/2012 9:14 AM
We are looking for an enthusiastic applicant to join our expanding
London (West Hampstead) based support and development team.

By ufadmin on 11/20/2012 1:19 PM
UsefulFeedback v7.7 has been released and includes several enhancements and fixes. A major enhancement is a new report type: the data grid. This allows interactive 'pivot table' style grids to be produced that can be dynamically grouped and ordered by end users. These grids also support drill-down - allowing the end user, with appropriate permissions, to drill-down to underlying case records.

Download the full release notes here.
By ufadmin on 10/9/2012 11:16 AM
Your customers are becoming increasingly well informed about their rights - especially their right to complain when things go wrong. But the impact of satisfying the complaining customer can be incredibly positive for organisations.
By UFBlogAdmin on Tue, 03 Jul 2012 13:34:52 GMT
By giving you the tools to capture, manage and report on complaints and feedback from all your customer contact points we can give your organisation a tremendous strategic advantage; the ability to act upon the needs and desires of your customers faster and more effectively than the competition
By UFBlogAdmin on Tue, 24 Apr 2012 15:57:10 GMT
An effective complaints and feedback software solution can be a great tool for assisting customer relations experts to identify and resolve customer complaints (and handle other feedback such as compliments and suggestions). These solutions can deliver a powerful range of tools to complaint handlers and managers - assisting in the resolution of customer dissatisfaction and preventing recurrence of emerging issues. However, a study by the Strativity Group (2009) identified that only 39 percent of corporate executives believe that their employees have the right tools and authority to solve customer problems. Complaints managers and customer relations managers often face internal pressures to join wider Customer Relationship Management (CRM) software implementation programmes and will be asked to justify why a dedicated complaints and feedback software solution will provide a better solution than the CRM's customer...
By UFBlogAdmin on Thu, 19 Apr 2012 19:39:02 GMT
Many organisations have adopted Microsoft CRM as their enterprise CRM solution. We have recently published a document that illustrates a working example of how our UsefulFeedback! product can be rapidly integrated with Microsoft CRM. This approach allows those organisations that want to use their Microsoft CRM system for managing customer, account and sales details to also benefit from the additional case management features of UsefulFeedback!.

The simple integration between UsefulFeedback! and Microsoft CRM implements REST web services that are made available by both products. Based on an organisation's requirements, we can extend this functionality by passing as much additional information as is required via these integration points, or using additional web services where available.

The integration points described in the document are:

Find customer records stored within the CRM Case created in UsefulFeedback! and then linked back to a case within the CRM Case status...
By UFBlogAdmin on Wed, 18 Apr 2012 13:26:21 GMT

Resolving customer complaints on social media will present your organisation with both challenges and opportunities.

Your organisation may benefit initially by simply listening to the conversations on social media to discover how your customers are using social media before taking steps to actively engage with your customers on social media. Some organisations may find that their customers are neither currently expecting the organisation to have a social media presence nor expecting them to engage with them. However, current trends suggest that the modern consumer is making use of social media and – partly because of the marketing activities of many organisations on social media – is increasingly likely to voice a concern or complaint within a social network.

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