March Product Updates: Streamlined Case Management for Efficient Handling & Happier Customers

Every minute you spend with your customers counts. Streamlined case management can cut handling time and boost productivity by 30%, saving you hundreds of hours. This month’s updates are designed to enhance efficiency and create happier customers, driving higher satisfaction and revenue. 

Read on to learn what’s new.

Easier Tracking and Resolution with Cases in Inbox

• Agents can now create tickets from scratch within Inbox, providing greater flexibility in managing customer issues.  
• Additionally, admins can configure custom case templates to standardize ticket creation. A structured approach to case management ensures efficiency in case resolution.

More Intuitive and Scalable Case Management with “Forms” as “Cases”

• "Forms" are now "Cases," reflecting their expanded functionality. You can manage cases across multiple external channels, including email, and create custom case templates tailored to your business needs.
• This update enhances how teams organize and respond to customer interactions, making case management more intuitive and scalable.

Get Better Segmentation with Custom Properties

• You can create and assign properties to any feedback type in Inbox, making it easier to categorize and organize customer interactions. This flexibility drives better segmentation and workflow efficiency.

Manage Customer Feedback More Efficiently with Properties on Mobile

• Access and manage properties directly within the Momos mobile app so you can filter and interact with feedback seamlessly wherever you are. This update enhances operational agility across the board

Discover Location-Specific Trends with Day Parts & Day of Week Insights

• Get deeper insights by analyzing survey responses based on the day of the week and the time of day. Identify location-specific trends and operational patterns for proactive measures.

Quickly Understand Customer Satisfaction Levels by Location 

• NPS data from survey “Point Scale” responses now appears in the Location Leaderboard, offering an at-a-glance breakdown of customer satisfaction across outlets.
• What is NPS? Net promoter score (NPS) is a market research metric based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or service to a friend or colleague.

A Richer, More Customizable Dashboard for Outbound Campaign Analytics

• The Outbound Campaigns Analytics Dashboard now displays a broader range of metrics with customizable visualizations (line, bar, or pie charts).
• Users can copy chart links with retained filters and compare up to five campaigns simultaneously for deeper performance insights.
• This upgrade shifts the focus from simple execution to understanding key metrics, enabling data-driven decisions to boost ROI

We’ve launched over 12 new features and enhancements to help you provide better customer experiences. Contact your account management team for more details.

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