The Cost of Poor Feedback Management: Why VOC Matters
Effective feedback management is the cornerstone of exceptional customer experience (CX). When businesses neglect structured feedback...
Customer Experience Feedback Surveys, VOC, VOE and Advanced Data Analytics Services
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.
AN AWARD WINNING
SOLUTION
Everything You Need to Gather Powerful Feedback Data
At SmokeCI, we are driven by all things feedback. We work tirelessly to ensure your customers have the most effective routes possible to deliver that feedback and the analytics you need to drive improvement and growth within your organisation. 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.
[VOICE OF THE CUSTOMER]
Transform Customer Experience with Real-Time Feedback and Advanced Analytics
Harness feedback to improve every customer journey and touch-point.
Every interaction throughout the customer experience 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.
- Best-practice customer experience toolkits to optimise metrics, response rates & insights.
- Universal survey solution across all journey touchpoints for seamless integration.
- Centralise digital, telephonic and in-person feedback in one platform for comparative analytics.
- Make informed decisions across your customer journeys based on real-time customer feedback.
- Comprehensive multi-channel, multilingual surveys for insights across customer journeys.
- Measure key metrics such as CSAT, CES, NPS and more for continuous improvement.
- Leverage AI-driven transcription and analytics to analyse spoken and written feedback.
- Real-time service recovery escalations for immediate issue resolution.
- Live dashboards & in-depth reports for organisation, journey, channel or team.
- Manage & motivate your front-line employees with customer-focused perfoQrmance metrics.
Capture and analyse feedback at all customer interactions to refine processes, reward people and improve the experience offered.
[VOICE OF THE EMPLOYEE]
Use Voice of the Employee to Monitor, Mentor and Magnify the Potential of Your Team
At Smoke Customer Intelligence, we believe that people matter, and when it comes to your business, your employees are your greatest asset. Our Voice of the Employee (VOE) Programme is a powerful, yet simple tool designed to help you unlock your team's full potential. By partnering with us we help you create a culture of fostering collaboration all while offering deep insight into your staff.
With easy-to-use anonymised surveys and actionable insights, you'll have everything you need to create a thriving, engaged workforce that drives your business forward. Empower your team with our Voice of the Employee Programme and see the difference it makes.
Smarter Tools for Better insights
Experience a new level of engagement with tools designed for your success.
- Pay only for what you really need, or add-on powerful additions to uncover deeper understanding.
- Anonymised surveys.
- Fast to set up and implement.
- Core offering requires no specialised software.
- Customisable VOE questions.
- Standard NPS and verbatim questions.
- Enhanced response rates.
- Regular health check reports.
- Extended survey duration.
- Base reporting and management presentations.
- Brand customisation.
- Inclusive communication channels.
- Data transparency.
[ADVANCED REPORTING AND ANALYTICS SERVICES]
Take Your Reporting to New Heights
The power of your survey programmes lies within the data you gather, and in the understanding you are able to gain from the data.
We believe that programme owners should have the information they need to make real changes in their businesses, and so we offer advanced analytics and insight reporting services to provide you with the data-driven insights you need to save time, enhance customer satisfaction and drive business success.
Whether you're looking to expand on the insights you already have, want to outsource your reporting or want to run once-off bespoke projects, we have the expertise and knowledge to help you find deep insights and make the most of your reports.
- Pay for only the reporting you need.
- Fully customisable reporting decks.
- Gain deep insights for Voice of the Employee, Programme Insights or Bespoke Once-off Studies.
- Augmented real-time reporting.
- Professional Analysis.
- Anonymised and ethical data handling.
- Expert insight and recommendations.
- Strategic approach to your reporting needs.
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
Visit our G2 listing by clicking the button below and adding your thoughts about SmokeCI'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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