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Excellent Customer Service Experience. System working well, very rare issues.
What do you like best about the product?
the System experience. Big thanks to Alejandro Chavez for all his assistance.
What do you dislike about the product?
I have nothing to say on that. we like everything.
What problems is the product solving and how is that benefiting you?
post call surveys.
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Robust and user-friendly tool
What do you like best about the product?
The tool is very simple to set up and easy to use while being robust enough to provide all of the CSAT and NPS data we could ever need. The Mindful team has also been very accommodating in providing us with thorough and prompt support throughout our partnership.
What do you dislike about the product?
In the year+ we have used Mindful we have not run into any aspects we do not like.
What problems is the product solving and how is that benefiting you?
Mindful has allowed us the ability to gain customer insights we had not had access to in the past. With these insights, we have been able to understand how to better support our phone team (improved refresher training programs, improved new hire onboarding experiences, and improved opportunities for agent coaching) allowing us to better serve our customers.
State of Connecticut Department of Social Services
What do you like best about the product?
I like the flexibility of being able to pivot quickly while maintaining exceptional customer service. The ability to enable or disable additional features for optimization allows us to maximize our return on investment.
What do you dislike about the product?
Not having a designated resource with background knowledge of your business to assist at a moment’s notice. All issues are always resolved but having a dedicated resource assigned to your organization will help to identify and resolve issues much quicker.
What problems is the product solving and how is that benefiting you?
Mindful is helping to reduce the physical wait-time of our callers, allowing them to be able to carry on with their day while they wait in the virtual queue. This has been extremely beneficial as we’ve been able to reduce our call wait time significantly while providing a more rewarding customer service experience.
Helped save our NPS
What do you like best about the product?
The tool is easy to use, and our customers greatly appreciate the call back functionality
What do you dislike about the product?
I do wish that we could buy fewer contacts
What problems is the product solving and how is that benefiting you?
Mindful helped us during peak times to keep our customers off hold and in their minds out of the queue. Folks are much less agitated when they don't have to hear 25 minutes of hold music before an agent can address their need.
Incredible customer service!
What do you like best about the product?
Everyone that I've had the opportunity to meet at Mindful Feedback has always been so helpful! Timely follow-ups and friendly service!
What do you dislike about the product?
The portal is user-friendly. I would say the only thing that needs work is the talk-to-text on occasion. It does not always translate word for word what the customer has recorded. Still a neat feature to have!
What problems is the product solving and how is that benefiting you?
nothing outstanding at the moment
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