Voice of The Customer

Business Need

Companies are offering their customers the flexibility of communicating with them through a variety of channels other than Call Centers. These communications, considered to be valuable feedback, can be very verbose making it cumbersome to read and highly subjective. An agile method is required to enable an exhaustive, accurate and unbiased review of all this feedback. This would allow faster response to customer needs, thereby maintaining high levels of customer satisfaction and loyalty.

Solution

• Data extraction from a variety of customer communication channels is supported, e.g. email feedback and comments, chat, web surveys, field service notes.
• Starter Concept bank for Voice of the Customer Analytics
• Built-in analysis tools and reports including standard formats for export

Benefits

• Obtain a unified look at customer feedback from different customer touch-points
• Close the feedback loop rapidly to enhance products and services
• Identify areas of opportunity for business process improvement
• Obtain trends and early-warning signs of customer sentiment and likelihood of churn