Service Recovery alerts

Service Recovery is how ciopulse helps you act on unhappy customers quickly. When a survey comes back at or below a rating you choose, ciopulse alerts the right Support Lead so they can follow up before a small frustration becomes an escalation. This page explains when alerts fire, how to configure them, how to work a recovery case, and how to measure the outcome.

What Service Recovery alerts are

When a response’s rating falls at or below your Service Recovery Threshold, ciopulse flags it as a detractor that needs attention and notifies the relevant Support Lead by email and SMS. The alert is sent once a day at your Alert Time and includes a Service Recovery Report covering the previous 24 hours, so the lead knows exactly who to contact.

The report lists, for each unhappy response: the date received, the Support Group, the customer’s rating and verbatim feedback, the customer identifier, and (once added) the Service Recovery Note. A CSV version is attached alongside the PDF.

Configuring alerts

Service Recovery settings live in your Portal preferences:

• Service Recovery Threshold — the rating (a number from 1 to 9) at or below which an alert is triggered.
• Alert Time — when daily alerts are sent, anytime between 6am and 6pm local time.
• Timezone — the timezone used for alert timing.
• Weekend Alerts — turn weekend alerts on or off. If off, alerts raised over the weekend queue up and are sent on Monday.
• Service Recovery Target (hours) — the time window you’re aiming to recover a customer within, used for measuring performance.

Who receives alerts

Each Support Group has a Support Lead who receives its alerts. You can add up to 6 additional contacts per Support Group as Also Alerts, who receive alerts alongside the lead. You can also choose whether Also Alerts get full dashboard access or only Service Recovery alerts.

Working a recovery case

1. The Support Lead receives the alert and reviews the flagged response and the customer’s feedback.
2. They reach out to the customer to understand and resolve the issue.
3. They record what was done as a Service Recovery Note against that response.

Logging notes keeps a record of the action taken and feeds the performance measures below.

Measuring recovery outcomes

ciopulse tracks how you’re performing against your Service Recovery Target on a dedicated dashboard — including how quickly detractors are being recovered. Over time this shows whether your follow-up process is working and where it can improve.

Tip

Set the threshold deliberately. A higher threshold catches more responses (including Passives) but generates more alerts; a lower one focuses only on your most dissatisfied customers.

A note on timing

Because alerts are sent once a day at your Alert Time, there’s a natural delay between a response and the notification — and weekends extend it if Weekend Alerts are off. For example, with Weekend Alerts off and a 9am Alert Time, an unhappy survey submitted at 10am Friday generates the email alert at 9am Saturday, while the SMS waits until 9am Monday. Factor this lag into your Service Recovery Target so it reflects what’s realistically achievable.

Still need help? Email support@cio-pulse.com.