Our team have been busy this month with some of the latest feature improvements we've rolled out, including a new integration, updates to Overview reports and more.
New Integration: ServiceNow & Yumpingo – Streamlining Guest Complaint Management
We’re excited to introduce our new ServiceNow Integration, designed to help Texas Roadhouse (TXRH) and other businesses efficiently manage guest complaints submitted via the Yumpingo survey. This integration enables guest relations teams to quickly read, respond to, and resolve customer issues—improving both response times and guest satisfaction.
How It Works
- Automatic Case Creation: Guest complaints from Yumpingo surveys are automatically surfaced in ServiceNow as cases, ensuring a seamless workflow for guest relations teams.
- Pre-Populated Fields: Yumpingo’s review data is used to populate ServiceNow fields, reducing manual input and streamlining case handling.
- Customisable Complaint Triggers: Businesses can configure the NPS score thresholds that determine when a complaint is generated (e.g., triggering complaints for NPS 1 only, or expanding to 1, 2, & 3).
- Enhanced Flexibility & Control:
- Option to make complaint text mandatory or optional in the Intelliapp config page.
- Ability to enable Experience Drivers later as additional complaint data.
- Adjustable complaint flow to balance team workload effectively.
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When - Available Now
How - As an integration
Cost - POA
Product Update: Enhanced reporting widget with Topic
We’ve introduced a new column in the following widgets to display the Topic associated with each issue.
This addition brings more clarity, especially for issues labelled “Other”, helping teams better understand guest concerns.
- Updated Widget Structures:
- Widget: Percentage Detractors by Issue
- Column Order: Experience Driver | Topic | Detractors %
- Widget: Percentage Neutrals by Issue
- Column Order: Experience Driver | Topic | Neutrals %
With Topic as a new dimension, teams can analyse patterns in guest feedback more effectively.
This enhancement provides richer context to issues, allowing for more targeted improvements in guest experience.
When - Available Now
How - Within your overview reports
Cost - Free update, included with the platform
If you have any questions or require any further information please reach out to our customer success team ([email protected]).