Plum Insight: Collect Critical Customer Feedback In The Contact Center

Plum Insight lets you connect feedback to specific customer service interactions using omni-channel surveys

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Your Do-It-All Voice  Survey Platform

Plum Insight allows companies to easily extend their Voice of the Customer (VoC) program into the contact center. Now you can close the customer service loop more easily by linking feedback to specific customer-agent interactions. This is perfect for enterprises and market researchers that want a more complete view of their customers’ entire buying journey and experience.

Deploying surveys simultaneously over the phone and on the web provides companies with an omni-channel communications option that gives end users the ease of access they need to increase survey take-rates.

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Omni-Channel Surveys

Omni-Channel Surveys

Create feedback surveys and deploy them over the phone via IVR voice systems, the web, social media, SMS/MMS messaging, or any combination thereof. Benefit from flexible distribution to reach customers through their preferred communications medium for better completion rates.

Roles-Based Management

Roles-Based Management

Implement unique VoC programs for different agent groups, disparate call centers, or distinctive contact center functions and control access to survey creation, results, and analysis using role-based management features and granular sharing controls.

Analysis and Reporting

Analysis and Reporting

Robust analytics and reporting delivers an unprecedented, holistic view of an organization's entire customer service operation as well as reports for each individual component and agent group whether they’re centralized, decentralized, outsourced, or managed in-house.

Data Integration

Data Integration

APIs simplify integration with other CRM or VoC platforms, which allows companies to link feedback to specific interactions. Integration also allows Insight to update customer metadata or to trigger personalized, event-specific outbound campaigns.

International Coverage

International Coverage

Remove the complexity of tailoring VoC programs to different global regions and groups with multi-language survey functionality and international deployment capability in over 85 countries.

Collaborative & Roles-Based Management

Create user and survey hierarchies to collect data from specific customer segments. Analyze results at the individual, department, or corporate level via granular or aggregate reporting based on established hierarchies.

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Go Ahead: Pick Your Customers’ Brains

Easily set up VoC programs to collect feedback for detailed, actionable data on what is most important to your customers.