Paid a large amount to attend, but was only able to attend certain sessions - many were invite only. Tradeshow/exhibit portion was underwhelming. No real time to connect/network. Spoke with many long-time attendees who echoed frustration/disappointment.
Tool works great, would be helpful to have more proactive outreach and engagement from our account manager to ensure effective use of the tool, explore new ideas, and overall to help get the most impact from the investment.
Listen360 is by far one of the best supplier partners we have. They have been instrumental in our ability to gage our Clients and respond to their needs.
Providing a rating without a comment is a waste of time and resources. Also consider sharing what someone would have filled in the year before. In some instances customers don’t remember what they did the year before and they choose a lower rating this year not meaning anything in particular.
I love the real time feedback we can overcome with customers. The positive and negativity! I appreciate the links so customers can leave us reviews on medias and google. A really great product that has changed our operations!
Almost 2 years into working together we now have emails asking about our overage, usage, etc. Since Katie B left it just continues to get worse. I think Maria has more out of office emails than any vendor I have every worked with. Maybe you need more customer support people. What use to be great service at a great price has really gotten awful over the past year.
While Listen360 delivers on its core functionality, the lack of flexibility and openness to improvement is concerning. Their teams tend to dismiss requests rather than explore solutions, which makes collaboration difficult. Although the system performs as advertised, there is little sense of partnership or willingness to evolve and enhance the experience.
It has a really straightforward UI so our front line leadership can jump right in and utilize it. It has great teaching tools to socialize the Net Promoter Score methodology. Their training library is a great resource so you don't have to reinvent the wheel. The support team is prompt and thorough when you have an issue.
It keeps my organization focused on customer service on a daily basis. It also allows / encourages us to follow up with those customers who experience less than stellar service.
There are some flaws, like some auto-bot responses coming back to us as detractors but with no comments, and when we contact customers they say everything was great and they never recall filling out a survey.
But overall, for the interaction and feedback Listen360 provides us, it is pretty good.
response time to help tickets is very slow, managing a large organization with many org levels is difficult and there are things that should be available on the customer side, but I have to connect with our accounts manager instead.
