A large financial corporation wanted to get instant feedback from its customers immediately following the point-of-experience to gain valuable insight into the service the organization provides.
With annual revenues of $16 billion, the company provides financing services for mid- and large-market global companies as well as 18,000 auto dealerships and their customers around the world. A subsidiary issues residential mortgages in the U.S. and Canada. The organization also owns a large bank.
Plum’s Solution
With Plum Survey, customer-service personnel can author and deploy IVR-based surveys to customers about new products and services. As a rapid application development tool, Plum’s hosted IVR system eliminates the need for programming complex IVR scripts and decreases the time it takes to deploy surveys. Personnel can write, change and deploy the surveys in minutes—all without the assistance of technical resources.
Before speaking with a customer-service representative about a bank account issue or loan, customers are asked to participate in a survey following their conversation. Once the conversation ends, callers are transferred to Plum’s Voice-XML-based platform and asked questions about the company’s products and the service they received from the call representative. The company uses this information to train their call-center reps, address customer-service issues and improve product and service offerings.
