Capture cases

Removing Barriers to Communication

UsefulFeedback provides the tools that your case handlers need to easily guide customers through all stages of the case management workflow, particularly during the early stages of case creation. Modern case management frameworks emphasise the importance of empowering their employees to easily communicate with customers and, conversely, enabling their customers to easily engage with your company.

Two critical components of any case capture framework include:

• Being able to configure all aspects of the data capture process; and,
• Offering flexible communication options to customers.

Configurable Data Capture

At the heart of UsefulFeedback is the ability to configure the solution according to your organisation’s business requirements. This not only includes workflow configuration, but also how case data is captured. UsefulFeedback’s Form Designer offers a powerful approach to the data capture process, enabling your enterprise to define exactly how new cases are created.

During the implementation phase we use a starter configuration template as a launching point for additional review and customisation. This FCA-compliant starter template includes default form inputs, such as date received, source, contact channel, complaint details and categories. From this “square one” position, we then collaborate with you to determine exactly what kind of case information you need to collect along with all relevant parameters (e.g., how is it formatted? are there situational defaults? etc.).

Formulas can be applied to facilitate the validation of input values according to your configuration needs, such as the channel used (see below) and text field character lengths.

In addition, user input can be used to drive the case creation process. Responses can create additional interactive elements, such as clarification questions, a request to upload documents or instructions for further action. User input can also launch processes, such as case escalation or resolution.

Multi-Channel Approach

There are numerous ways to facilitate the case creation process, all of which involve using UsefulFeedback’s robust data handling capabilities to support multiple capture channels. Data can be captured from multiple sources, from web-based forms to e-mail. Managing a varied and disparate array of data capture channels is made possible by UsefulFeedback’s unified approach to content — all incoming data is centralised, automatically associated with a relevant case and made accessible to your case handlers for collaboration.

Via Web Interface

Case handlers can create cases directly in UsefulFeedback via a simple form-based interface that guides caseworkers step-by-step through the case creation process. This wizard-driven approach ensures that errors are minimised without sacrificing functionality. Case creation and management functionality can be customised based on the expected level of technical expertise of your case workers.

Simple straightforward data capture forms could be made available to your frontline users (such as a contact centre employee) and more robust features—with increased access to customer data—can be offered to power users.

Speaking of access to customer data, UsefulFeedback can provide instant access to the customer’s contact history, along with all other relevant details, for pre-existing cases.

The web interface is particularly suited to telephone-based channels, as it supports the easy input of data in a sequential form-based interface. UsefulFeedback empowers telephone channel caseworkers to quickly get the answers they need when creating or accessing cases, such as:

• Issue-based Guidance: Knowledgebase articles and FAQs can be linked to case classifications, effectively presenting frontline staff with highly relevant content based on case type;
• Postcode Lookup: Use the postcode lookup feature to quickly determine customer addresses; and,
• Transcription: Direct customers to a feedback hotline where recorded details are automatically transcribed, associated to a brand new case and then queued for assignment to caseworkers.

The UsefulFeedback web interface is fully responsive and device agnostic — this means that the system adapts to the device being used, from tablets to smartphones.

Via E-Mail

Effective communication is vital to the smooth operation of any modern case management framework. Whenever a customer sends an e-mail to a specific e-mail address, a new case is created, all message content (i.e., the message text and all attachments) is automatically associated with the new case, and the caseworker receives a notification.

In addition, UsefulFeedback supports caseworker-customer communication via its integrated correspondence functionality. Whenever a message is sent from the UsefulFeedback platform, a case-specific reply-to address is used — this means that when the customer replies to a caseworker message, all content is auto-associated with the case. All attachments, whether it’s an audio file or a spreadsheet, are organised in an easily-accessible Documents tab and, like case creation above, caseworkers can be automatically notified whenever a customer message is received.

Via API

Comprehensive REST APIs empower your enterprise to explore multiple integration options, effectively supporting case creation across a wide variety of solutions. Some examples of case creation API implementations include:

• Mobile Apps
• Content Management System/Websites
• CRM Systems
• Back Office Systems
• Telephony Systems
• SMS
• Facebook Messenger

In addition to creating new cases, our REST API integrations support the sharing and retrieval of data between systems. Some examples include:

• CRM Integration: Enables the sharing of customer and case information with CRM systems in real-time. UsefulFeedback can retrieve customer data from the CRM system. Whenever changes are made in UsefulFeedback—perhaps triggered by submitting a form—case details can be sent back to the CRM to update the customer record. This process automatically continues in the background, ensuring that all status changes are shared between the two systems.
• Telephony Integration: When a telephony system is integrated with UsefulFeedback, customer records can be automatically retrieved based on known telephone numbers and calls (with all case records) can be auto-transferred to a specified team. In addition, incoming calls can be recorded and automatically transcribed and associated with an existing case or even create a new case record.

Via Self-Service Portals

Save time, money and valuable labour resources by empowering your customers & stakeholders to play an active role in the case management process. UsefulFeedback facilitates this approach via the concept of the self-service portal.

A self-service portal is an online environment, with your company’s branding, that features secure case management functionality for your customers. With the backend powered by UsefulFeedback, your frontend self-service portal enables customers & case stakeholders to manage their casework online, such as logging new issues, tracking existing issues or escalating issues as needed.

UsefulFeedback forms can be fully customised to match your organisation’s branding. CSS styling rules can be specified in the UsefulFeedback admin interface, enabling you to configure the experience to match your own look & feel, such as adding a logo, changing fonts and modifying form background colours.

Forms can be included on your enterprise’s website in multiple ways, such as:

• Embedded: Use OEmbed (if supported) or iFrame to display forms as needed. If your CMS supports OEmbed, then your site branding will be automatically applied;
• Direct Link: Forms can also be hyperlinked on your website and, as described above, can be changed to match your styling requirements; and,
• Use Own Forms: If you prefer to build and use your own forms for data capture, then this can be done by using the Create Case API to integrate with the UsefulFeedback platform.

Social Media Plugin

Bring case creation to the world of social media using UsefulFeedback’s social media plugin. This plugin enables your organisation to quickly tap into valuable feedback by enabling customers to directly create cases using social media platforms.

Our first social media integration is with HootSuite, a robust social media management platform that supports social network integrations for Twitter, Facebook, Instagram, LinkedIn, Google+ and YouTube.