Organizations face numerous fundamental challenges. One of which is knowing and responding to what customers think about your business. By using customer feedback, you can determine if the customer experience your contact centre provides is truly satisfying your customers.
Our Customer Feedback tool is a sophisticated browser-based solution. It uses short, context-sensitive, dynamic customer surveys to capture data on products, processes, staff performance, and customer loyalty and satisfaction levels.
It provides insight into the effectiveness of your people, products, and processes, allowing you to take action quickly. As a result, you can do more than simply measure customer satisfaction — you can influence it.
Our customer feedback solution:
- Provides visibility into customer service processes and performance by quickly capturing customer feedback — and the context in which it was provided
- Helps improve first-call resolution rates, decrease escalations, and enhance customer satisfaction and loyalty
- Captures data across the IVR, Web, or email, even with large numbers of customers and multiple sites
- Provides timely data, with response rates that can far exceed those of traditional, paper-based surveys
- Works independently or integrates with your existing software, back-office, contact centre, and CRM systems