You can’t take your customers’ needs seriously if you don’t know what they are. In a world where customer experience often determines whether a customer stays or leaves for a competitor, businesses need to collect feedback about customer experience for each specific communications channel they use. Failure to take the Voice of the Customer seriously prevents companies from optimizing the right processes and can cost them customers.
To get actionable data for your voice channel, use IVR surveys that deliver timely, accurate feedback directly from your customers. Create one survey and deploy it simultaneously over the phone and via the web. The data collected from all channels is collated into one report. You can also create custom surveys for specific campaigns using Plum’s IVR survey creation tools.
Measure and analyze customer experiences using post-call surveys. You can also combine surveys with outbound calling or messaging. Survey data can help you determine your Net Promoter Score (NPS), too.
Use surveys to see how well each individual agent performs with your customers. Then leverage that data to optimize your internal operations.
Link information from specific transactions to customer CRM data in order to trigger personalized feedback requests.
Measure the impact of new product launches, programs, or services to determine how successful they are, what works, and what areas can be improved.
Use the same tools you use to get customer feedback to better understand your employees. Use data to optimize training, to ensure consistent support across the entire organization, and to reward deserving employees.
Learn how Erie Insurance uses voice surveys to gather critical information about its customer service and then uses that information to drive positive change.