Gather feedback each time your customer interacts with you
There are many moments of truth along a customers' journey with you - and each gives you the opportunity to delight, but only if you listen to what your customers say.
Customer Experience is not a once-off - it is the sum of all interactions a customer has with you on an ongoing basis.
Every time your customer interacts with your business you have the opportunity to delight and understand them. From online purchases, through to claim submission, patient admission, onboarding and servicing your customers have unique journeys and moments of truth.
Insight at each transaction or interaction empowers you to be better every step of the way.
There is both science and intuition that goes into crafting questions that get you answers, and measure what you actually want to.
This whitepaper on survey design addresses asking the right question; at the right time; in the right way, and when to use RNPS, TNPS or CSAT.
Your customers interact with you in the way they want to, and when they want to.
You need to understand multiple experiences across voice, email, social, and digital channels in one place for a central view of your customer feedback - and your business.
A customer's experience is the sum of many interactions during their relationship with you.
Measuring CX metrics at every journey point, as well as understanding how each person, team, and process is contributing to the overall experience to focus your business initiatives.
Recovering from service failures is perhaps the best opportunity to create customer delight.
Getting notified of low scoring surveys - in real-time - means you can reach your customers in the moment and gather data on the root causes of dissatisfaction, leading to continuous improvement.
Customer feedback data helps you improve every aspect of your service delivery.
Flexible reporting gives actionable insights into the performance of your people and processes. Our open API means you can use your data in a way that suits you.
Sentiment analysis allows you to understand verbatim feedback at scale and turn this information into actions within your business.
Feedback surveys are the ideal mechanism to collect feedback data, however, relying solely on data gathered through quantitative questions creates the risk of bias. This form of feedback creates the assumption that what you ask is relevant to what the customer wants to give you feedback on, and that you have addressed all potential areas of insight.
The addition of free-form (verbatim) questions is, therefore, essential. While simple enough, verbatim questions gather feedback that requires many man-hours to identify themes and tone from which you can gather deeper insight into your customer’s emotional satisfaction with your service delivery.
As Africa’s biggest lender by assets, our client holds the ambition of the leading financial service provider in Africa. From a customer experience perspective, the organisation had implemented a variety of solutions over the years, with varying levels of success.
Through the implementation of the Smoke Customer Intelligence VoC solution within the contact centre and branch network, the bank was able to obtain real-time feedback on service experiences from almost 100 000 clients monthly.