9,000,000
SURVERYS DISTRIBUTED
130,000
CUSTOMERS ENGAGED
15,300
AGENTS SUPPORTED
Andrew

OUR ORIGINS

The last straw of a bad customer experience catapulted Andrew Cook from his promising career as a accountant into the field of customer experience management. He had a choice: become another disgruntled customer or do something to change the way businesses engage with their customers. Andrew directed his energy into making it easier for customers to be heard and for businesses to take action. With some hard work, clever programming and an entrepreneurial spirit, Smoke Customer Intelligence was founded.

EARLY GROWTH

EARLY GROWTH

The Smoke CI team was formed in 2007 and the first steps were taken to develop a post-call interactive voice response (IVR) survey solution. This software is now known as Eyerys, and it enables companies to continuously monitor service levels delivered in call centres, in the retail environment, online, and every other customer touch point.  From software to soft skills, we now combine innovative technological solutions with advisory services so that companies are able to broaden and develop their customer experience strategies.

TO INFINITY AND BEYOND

TO INFINITY AND BEYOND

With Voice of the Customer being more important than ever, in 2018 we made bold decision to expand our offering beyond South Africa. This added international focus means we can now serve clients across the globe. We continue to innovate the functionality of our core product, Eyerys, working every day to make it better and easier to use so that it continues to be the best tool for understanding the Voice of the Customer. Did we mention we’re also hiring?

Why does Smoke CI exist?

"Customer experience is the new battleground. At Smoke Customer Intelligence we know the art of this new war. We have the tools, the technology and the strategies to relentlessly create victories for our clients as we build a more customer-centric world, one brand at a time".

Andrew Cook
Founder & CEO

MEET THE TEAM

ANDREW COOK
CEO

Great customer service is my mission in life. In fact, it’s more than a mission, it’s an obsession. I believe that every customer, who spends their hard-earned Dollars/Pounds/Euros/Rands/Yen, should be treated in a way that is deserving of their time and money.

I focus on connecting companies with their customers and using the customer feedback loop to enhance business processes for both large and small organizations.

SARAH LUBBE
HEAD OF SALES & MARKETING

As an experienced marketing and sales professional, I am passionate about helping companies listen to their customers and use feedback data - in a way that makes sense and adds value.

By managing and intertwining multiple disciplines I build solutions that support our clients and channel partners requirements - helping  them get the insight from Customer Experience feedback that they need to build better businesses.

LAUREN VAN STAVEL
HEAD OF HUMAN CAPITAL & IT SUPPORT

My purpose is to utilise my professional Human Capital and Labour knowledge, experience and skills, as well as my business acumen, towards helping Smoke CI impact its human capital in a meaningful manner and achieve breakthrough performance.

I am passionate about deeply caring for, connecting with, empowering and encouraging people to be the best that they can be.

ANDREW BURNS
Technical Director

Figuring out ways to ensure that technology delivers on its promise to the people that use it, is what gets me up early every morning. My fascination with technology began before I even learnt to walk and this lead me to pursue a career in information technology.

I aim to keep Smoke CI at the forefront through innovatively developing and harnessing technology to simplify business processes to connect companies to their customers.

SARA VAN DEN BRINK
HEAD OF CLIENT SERVICES

With the support of our CX team, customer research, backed by savvy technology and precise turnkey project management, I build customer relationships that add value.

At Smoke CI we constantly strive to enable your business to gain more insight into the behaviour of your customers, so that you can modify your business operations accordingly and be more responsive to your customer’s needs

SARAH MACKENZIE
HEAD OF RESEARCH

There is beauty in data done right. When Voice of the Customer research is properly done, it creates invaluable insight customer behaviour. Once an organization can understand what their customers really feel, and want, they are able to create winning strategies.

I am focused on building robust, intuitive and insightful research mechanisms and reports that allow companies to easily understand the data that is important to them.

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