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Voice of the Customer data just as you need it

The way you collect and analyse VoC data must drive your business forward - both operationally and strategically.

The best VoC programmes help you understand where you are delighting or disappointing your stakeholders and how to make changes to get it right. We offer a ready-to-go VoC measurement toolkit suited to any contact centre environment seeking to measure performance, process, and overall customer experience through the Voice of the Customer.

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Customer feedback - where and when they interact

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, to claim submission, patient admission, onboarding and service your customers have unique journeys and moment-of-truth. Insight at each transaction empowers you to be better every step of the way.

Touchpoint surveys
Contact Centre

Contact centres - the heart of customer service

Your customers interact with your contact centre for many reasons, and understanding these interactions helps you improve both operations and customer experience.

Often the single biggest customer touchpoint, the contact centre is a key source of both customer satisfaction and insight. Feedback after any customer interaction with the contact centre, via voice, email, SMS, or webchat provides insight into agent performance, process, and customer experience.

Businesses are just people who are customers too

B2B relationships are complex and require experience management at all levels to cement the relationship.

With high value, long term B2B relationships, customer feedback from across buyer personas provides holistic insight into contract health and provides the insight needed to create value and retain contracts. Whether from periodic relational surveys or in-depth C-Suite interviews, customer insight in the B2B environment is a key driver of customer strategy and competitive advantage.

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Employee engagmenet

Engaged employees are the other side of customer experience

Feedback from an engaged workforce offers insight into the employee experience and adds additional depth to customer insights.

Ranging from daily dipstick surveys to annual cultural alignment or value chain studies, understanding employee experience creates the insight necessary to improve customer and employee value.

Find out how Smoke Customer Intelligence can improve your Customer Experience


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