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

Our team

ANDREW COOK

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.

GUSTAV VAN PLETZEN

GUSTAV VAN PLETZEN

HEAD OF SALES

I am passionate about helping companies listen to their customers and am a customer experience evangelist. I believe  organizations should have VOC technology at their fingertips to build CX strategies that transform their growth ambitions.

I strive to bring together businesses looking for a winning advantage with the Smoke CI solution in a way that makes sense, and creates value for them and their customers.

ANDREW BURNS

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.

SARAH MACKENZIE

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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