Put an end to the guesswork about customer feedback for your contact center. Plum Insight lets you collect customer feedback and link it to specific customer-agent interactions. Extending your Voice of the Customer (VoC) program into the contact center makes it easier to close the customer service loop.
Enterprises and market researchers that want a more complete view of their customers’ entire buying journey and experience can use Insight to get both quantitative and qualitative data.
Insight lets you deploy surveys simultaneously over the phone and on the web, which are easily distributed through other digital channels, like SMS/MMS or social media. This gives end-users the ease of access they need to increase survey take-rates.
Implement unique VoC programs for different agent groups, disparate call centers, or distinctive contact center functions. Control access to survey creation, results, and analysis for each unique campaign using role-based management features and granular sharing controls.
Robust analytics and reporting delivers a holistic view of your organization’s entire customer service operation. Easily drill down into reports for granular data on each customer service team or agent group whether they’re centralized, decentralized, outsourced, or managed in-house.
Use APIs to quickly integrate with other CRM or VoC platforms, allowing you to link feedback to specific interactions. You can also use Insight integrations to update customer metadata or to trigger personalized, event-specific outbound campaigns.
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.