Get feedback from your customers wherever they are. Smoke CI will capture feedback from your customers at every touchpoint across every channel. Our revolutionary software, Eyerys, helps you spot pain points and weak links that are damaging the customer experience. Take the next step and proactively respond to insights that will increase customer loyalty, advocacy and profitability.
eyerys

Eyerys

Hear the voice of every customer. Eyerys gives you the tools to listen to and understand your customers. Make it easy for your customers to give you feedback however, wherever, and in whatever form they prefer to do so. Tie feedback to a specific interaction, touchpoint, process and staff member and use it to empower and improve your customer experience.

Smoke Product Hear Customers Analyse Improve

Multi-channel feedback

Let customers tell you what they think of your business via multiple channels that work for them. Our software helps you to listen to the voice of the customer and attain healthy response rates across the entire channel spectrum. Eyerys surveys include call-centre IVR, social, email, SMS, USSD, weblink, kiosk, web-chat, QR code, tablet, near field communication (NFC), computer assisted telephonic interviews (CATI), and computer assisted personal interviews (CAPI). Easily manage these kinds of surveys:
IVRMobile & EmailOutbound

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Analytics

Transform feedback data into intelligent insight in real-time. Trigger action across your company. Eyerys helps you to map feedback alongside operational processes to inform decisions. Our software is configurable so that you can adjust dashboards to show the information you most need, whether from customer segments and time periods to business needs and performance benchmarking.
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Smoke Product Multi Channel Feedback

Real-time escalations

Take immediate action on service recovery opportunities that are only available for a brief moment. Eyerys’ fully-integrated escalation and workflow engine notifies you about poor service feedback as it is received. Your team can contact customers and rectify the issues in real-time. Identify and address the root cause of problems and inform strategic service delivery decisions.
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Closing the loop

Create reporting that facilitates action. Eyerys closes the loop so that you can respond, report and reward. The feedback cycle is only valuable when it translates insights into customer visibility, process optimisation and ROI. Our reports deliver simple, actionable instruction to those at all levels of your organisation.
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Smoke Product Multi Channel Feedback

Staff engagement

Recognise the link between employee satisfaction and customer loyalty. Employees deliver your customer experience. Eyerys helps you discover whether your employees are aligning with your company’s goals and strategies. Use Eyerys to open communication within your organisation, measure employee performance and connect your customers, your staff and your leadership.