When People Matter, Feedback Becomes Growth

 

At Smoke Customer Intelligence, we believe people matter and that every organisation deserves to hear from and understand the feedback from the people that matter most: Their customers.

Our services offer unmatched individual attention with dedicated Customer Success Managers. We provide personalised training and onboarding, advanced analytics, and comprehensive reporting services tailored to your Customer Experience (CX) and Voice of the Customer (VOC) needs. Our commitment ensures that your business excels in customer experience management through expert support and innovative solutions. Choose SmokeCI to experience the difference that personalised, people-focused service can make for your CX goals.

 

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SOLUTION

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Customer Experience

 

 

Customer-Care

 

Harness feedback to improve every customer journey and touch-point.

Every interaction throughout the customer journey should be seamless, creating a positive overall experience, whether phone, post-call, digital, or in-person. Our solution gathers customer feedback across various channels and touchpoints along their customer journey, allowing you to understand experiences, react to service disruption, optimise processes and systems, and reward employees who deliver to a high standard. Whether on the phone, in-store or in-app, our system analyses feedback so that you can take immediate action to increase customer loyalty and retention.

Capture and analyse feedback at all customer interactions to refine processes, reward people and improve the experience offered.
  • Optimise metrics, response rates, and insights with best-practice customer experience toolkits.
  • Seamlessly integrate surveys across all journey touchpoints.
  • Centralise digital, telephonic, and in-person feedback for comparative analytics.
  • Make informed decisions with real-time customer feedback.
  • Gain insights from multi-channel, multilingual surveys.
  • Measure CSAT, CES, NPS, and more for continuous improvement.
  • Use AI-driven transcription and analytics for feedback analysis.
  • Real-time service recovery for immediate issue resolution.
  • Access live dashboards and in-depth reports by organisation, journey, channel, or team.
  • Manage and motivate employees with customer-focused performance metrics.


Explore Customer Solutions

 

Employee Engagement

 

 

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Understand how to do the best for, and get the best from, your employees.

Gain valuable insights into your entire organisation, from management to junior staff, empowering you to elevate engagement, improve tenure, and access discretionary effort. Our Employee Engagement (EE) feedback framework provides trended metrics and actionable insights, enabling managers to implement meaningful changes across diverse employee populations. Whether seeking to understand engagement or focusing on specific interventions, we highlight ways to improve the employee experience to leverage your biggest resource, your people.

 
Empower Your Workforce by understanding how to Drive Engagement, Excellence, and Resilience.
  • 360 Degree, Leadership and DE&I assessment surveys.
  • Utilise a robust survey framework for deep insights into employee feedback.
  • Receive organisational and team-specific recommendations for improvement.
  • Deploy multi-channel, multilingual surveys for comprehensive understanding.
  • Analyse anonymised results based on organisational hierarchy and employee segmentation.
  • Customise engagement or culture surveys to fit your organisation’s needs.
  • Conduct Pulse surveys for ongoing feedback and responsiveness.
  • Implement Peer recognition programmes fostering team camaraderie and motivation.
  • Access Live-dashboards and in-depth expert reporting.
  • Leverage AI-driven analytics to extract themes and insights from written feedback.

Explore Our Employee Solution

 

Empower Your Business by Transforming Feedback into Growth

 

Find out how we can become an extension of your team by sharing feedback data and insights, so that you can focus your efforts on creating value for your employees, customers and business.

 

Get in touch today
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WHAT OUR CLIENTS SAY

G2 High performer EMEA Badge Spring 2024

Visit our G2 listing by clicking the button below and adding your thoughts about Smoke CI's dynamic and powerful VOC and Customer Feedback Software, Eyerys. 

Eyerys has a super-friendly user interface and useful widgets. Eyerys provides automated customer surveys via multiple channels and informative reports on CSAT and NPS
Faizel B
HEAD OF SERVICE DELIVERY MANAGEMENT
Simplicity to navigate. Very easy to set up reports and dashboards and quick access to survey summaries make it easy to pull fast insights and snapshot reports to share with teams and stakeholders. Easy to pull raw data for deep dives and draw further insights from survey results.
Tania R
CUSTOMER EXPERIENCE OFFICER
The control Eyerys adds your surveys within an hour, when urgent research is required. The immediate feedback you can see from customers as they respond to surveys and the flexibility of the survey methods, channels and actions are great. I also love the escalation ability, which helps us as an organisation to follow up with customers and close the loop. Resulting in customer loyalty and tenure.
Yolanda S
PRINCIPLE LEAD BUSINESS ANALYST
It (Eyerys) is extremely user-friendly, there is always support when you require it, and I have had the pleasure of using the system for many different tasks. (Eyerys is) Helping us improve our Net Promotor Score and assist our clients better through responses received through the Eyerys System almost daily.
Nadia G
Flexible design and having all your data in one place. A complete modern solution, that is flexible and data-oriented. Innovative business solution for small and large companies.
Mirna C
Eyerys can get to the customer in a personalised way, which we cannot always do from a business side. Valuable information is gained from Eyerys and it helps to target services in a way that will benefit the customer and the business.
Sunet V
CUSTOMER EXPERIENCE SPECIALIST
The ease of use to set up and deploy surveys. The reporting modules are easy to read and have useful depth. The Eyerys-Smoke Team is extremely easy to do business with. Eyerys allows us to use one system for all survey types across multiple lines of business. The benefit is it's all in one system and reporting can be combined or separated etc…
Jeff B
DIRECTOR OF QUALITY ASSURANCE
Easy to use application, fast turnaround times and most importantly their level of engagement and ongoing support. As we strive to improve on customer service in every aspect, Eyerys serves as a VOC enablement tool.
Nolan C
SPECIALIST: INSIGHTS
The real-time data is provided to the managers. Managers can dive into their scores and their agents to get a better understanding of performance. Eyerys is pushing real-time data to our managers helping them understand what customer experience we are creating allowing them to better manage their teams.
Alex A
PRINCIPLE BUSINESS UNIT HEAD CX BPS

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