Voice of the Customer through Multiple Channels

Add logic to direct people through the survey based on their answers. If a customer is happy, ask if they’d like to refer a friend. If they’re unhappy, dig deeper into the issues to resolve them.

Put a poll on your Website or enable other departments to create short surveys to target groups using our no-training tool, Confirmit Express.

Flash and video clips into Voice of the Customer surveys helps to engage your audience, producing higher response rates and more accurate feedback. Include logic to redirect people through your survey, based on their answers, so you don’t ask them questions that aren’t relevant—preventing them from getting bored and giving you less accurate answers.

context to your Voice of the Customer programs. Personalize your surveys with data, such as their name and which products they’ve purchased from you, to shorten your surveys and demonstrate your history with each customer, helping them provide more accurate feedback.

is fresh in their mind. Real-time reporting enables agents to see the effects of their actions immediately, and gives them the opportunity to follow-up on Voice of the Customer feedback where appropriate.

comments from customers to play back and analyze later. This adds depth to your Voice of the Customer program and allows you to understand customers’ issues and take the most appropriate action.

Using pre-defined criteria, Confirmit sends an e-mail to the person best able to resolve the issue. You can win back at-risk customers, demonstrate that you’re listening, and identify specific gaps in skills and training requirements with individual agents.

customers might not be comfortable or able to use these channels. Traditional paper surveys remain a useful way to gather the Voice of the Customer from these groups, and Confirmit’s paper scanning technology allows you to streamline this process to make it efficient and improve your ROI.

capabilities mean that you can combine data collected from paper surveys with Voice of the Customer feedback collected through any other means. This provides a clear view of your customer base by removing report silos.

insight from paper-based Voice of the Customer programs by automating the process. By scanning it into an online environment, you have all the same reporting and analysis tools as for your other surveys, and you maintain the deeper insight from free-text responses.

and predictive dialing, reduced management overhead, and improved process automation. By reducing the number of manual tasks, your agents are able to spend more time talking to customers, and less time on repetitive, low-value activities.

of agent calls and screens. For training and QA purposes, record calls for later review. Use this insight for Quality Assurance and agent training to improve your operations over time.

main contact center, a smaller, regional operation, or working from home, they can log into the system and carry out telephone surveys with all the monitoring, recording and supervisory functions unaffected.

for the Web or telephone, and using them on handheld devices, such as PDAs or tablet PCs. Your interviewers only need to download any updates while they have Internet access, and then reconnect when they’ve finished surveying to synchronize with your Confirmit platform. You can even automate the synchronization, reducing the overhead of running face-to-face Voice of the Customer programs.

Voice of the Customer feedback by using the supervisor module. They receive regular updates on progress, sample and any messages, and update interviewers if the project changes. You needn’t waste time and resources because interviewers are out of the loop.