Autotask Adds a Feedback Feature to Its Platform
IT Business Management platform now features a number of standardized, opt-in customer satisfaction surveys that can be deployed by service providers within the Autotask cloud.
Autotask Corp. rolled out a new feature this week of its IT Business Management platform. The new feature of the platform enables SMBs to receive real-time client feedback on staff performance. In addition, in enables SMBs to compare the feedback they receive to that of their peers and competitors.
Currently deployed to more than 30,000 users through the Autotask cloud, the newly release feedback feature includes a number of standardized, opt-in customer satisfaction surveys that can be deployed by service providers within the Autotask cloud. The survey results are then aggregated to deliver customer satisfaction performance benchmarks.†Service providers can also create custom surveys that can be automatically delivered by email to selected clients based on a wide range of workflow options.†The survey results are then privately stored on each client’s account details in Autotask, enabling sales, operations or technical staff to easily reference and use the data to improve individual client service levels.
With the embedded survey functionality integrated into the Autotask platform, the technology stores the results of each survey in an archive that is accessible directly from individual service tickets that may have triggered the survey, from the account screen of an individual survey participant, or from the survey tool area inside the Admin section of Autotask.
The new technology enables users to select from a variety of response types, including free-form, multiple choice, yes-no, or 1-5 ranking. They can also create their own survey templates. The surveys themselves (and personalized survey cover letters) can be formatted using the built-in HTML editor.
“This is just the beginning of Autotask leveraging our unique asset,” announced Autotask CEO Bob Godgart last week. “As we continue to evolve our technologies, we will be rolling out more ways to enable peer-to-peer collaboration and communication through Autotask.”
The new surveys and benchmarking technology represents a major upgrade to Autotask Pro that is being added to the base platform with no additional fees or charges. The technology is also available as an optional add-on to the entry-level Autotask Go! offering.†Autotask Go! customers who purchased prior to Nov. 1, 2010 have free access to the technology.
