customer experience is the competitive edge of the 21st century
Every day, in every way, your customers are talking to you
Are you listening?
FOCUSED cONTACT cENTER vOC sOLUTION
62% of companies view CX in their Contact Center to be their biggest competitive advantage.
Discover how we can help improve your CX in the biggest touch-point of your business with real-time measurement through our leading Voice of the Customer platform.
BEST-IN-CLASS vOC PLATFORM
With easy implementation and use, our platform Eyerys gives you the intuitive tools to listen to, and understand, your customers across multiple channels in real time.
Gather, measure, react and improve your CX today.
Expert Customer Journey mapping
By 2020 CX will overtake product and price as a key brand differentiator.
With insight for our experts, capture each moment of truth on a birds-eye view customer journey map to align your strategic goals and operational processes with a true understanding of your customers
Our method works. our case study's prove it
tHE EXPERIENCE OF ENTERTAINMENT
Delivering improved CSAT, increased FCR and more profit for Africa’s leading entertainment provider as they implement their CX strategy.
wHEN voc MEETS THE COST OF CONNECTIVITY
When traditional efficiency strategies in the contact center failed to curb costs, a Mobile Giant turned to us to improve Customer Experience while driving performance and cost containment through VOC.
WHAT OUR CLIENTS HAVE TO SAY
"“Smoke CI real-time surveys allowed us to start thinking beyond our VoC programme, by turning our VoC framework to work for our employees, instead of only for the customer. With Smoke CI, we have learnt a great deal more about our customers as well as our employees which has led us to positively evolve our CX strategy”."
Clint Payne
CX Evangelist, Multichoice South Africa
It is very rare that an IT project is completed on schedule, within budget and according to expectations… but the Smoke team managed to do exactly that! It became clear from the offset that we were dealing with an experienced and well-equipped team, living up to our expectations that we’ve selected the best in industry. Thank you for such a positive journey and keep the passion!
Dr. Eugene Wessels, Partner: Data Analytics
King Price Insurance
“It was great to see different insights throughout the day which also changed the approach when talking to agents. It was an exciting journey that enhanced how we approach conversations about customers.”
Quality Solutions Manager
Nedbank
“Our vision is ‘to champion exceptional patient experience and clinical outcomes’ and it is through our partnership with Smoke CI that we have been empowered to fully understand our patient journey and enhance their experience . Having our VOC insight's available, in real time, has enabled us to hold relevant stakeholders accountable, build and augment processes and create a customer-centric culture throughout our organisation. Lenmed now boasts having 2 hospitals (of 3 eligible) ranked as top 20 hospitals in South Africa. ‘”
Michelle Naidoo, Group Marketing Manager
Lenmed
“Friendly and accommodating team that is willing to go the extra mile to get the job done, really enjoy working with Smoke CI. ‘”
Yolanda Steyn, Senior Specialist BA: Heartbeat, Customer Insights & Analytics
Vodacom
