What should be configured to allow on-demand feedback from customers about case resolution?

The correct choice involves utilizing software for automated case follow-up as it directly facilitates on-demand feedback from customers regarding their experience with case resolution. This approach automates the process of reaching out to customers after their cases have been closed, allowing them to provide their input in a timely manner. By doing so, organizations can gather insights into customer satisfaction, identify areas for improvement, and ensure that they are meeting customer expectations.

Using automated follow-up software can streamline the feedback process, sending surveys or follow-up emails without requiring manual intervention from service agents. This not only saves time but also increases the volume of feedback received since customers can easily respond at their convenience. The ability to capture feedback immediately after case resolution ensures that the customer's experience is fresh in their mind, leading to more accurate and actionable insights.

Although creating custom report dashboards and implementing internal metrics are valuable practices for measuring overall performance and trends, they do not directly enable customers to provide immediate feedback on their interactions. Developing a direct feedback loop is important, but if it isn’t automated, it can be less efficient and might not capture responses promptly. Therefore, leveraging automated software specifically designed for case follow-up aligns most closely with the goal of obtaining timely feedback from customers.