ResponseTek allows its customers not only to passively collect feedback and see reports but also to act as soon as possible when the feedback is not as expected. This is accomplished by a system of alerts that are triggered when a question is answered out of the configured thresholds. These alerts are sent by email so accountable users are notified and can take immediate action.
Although email alerts can be used for several purposes, they are mostly used to draw attention to unsatisfied customers that could stop doing business with the company and look for competitors. Instead of letting the dissatisfaction degree grow and act only when the customer asks to cancel the service, it is better to reach out to them and take measures to revert their negative concept as soon as possible.
Given the mentioned benefits, customers usually reach out to the support team to have alerts enabled and configured for a collection point (aka survey). If this is your case, we would like to let you know that the support team does not deal with this type of request. Instead, you must contact your account manager about it. They will route your request to the Professional Services team since this is a configuration change. As soon as the change is complete, you will have the alerts working for the benefit of your company.