Customer Satisfaction

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New Year, New IVR? Four things to do to Improve your IVR and Customer Service in the New Year

Voice is the channel that people love to hate. Or, perhaps it’s more of a love-hate relationship, because recent data shows that 51% of consumers believe that the fastest way to resolve a problem is to use the phone. So, if your voice channel provides a sub-optimal customer experience, you’re potentially alienating the majority of …

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How Your Contact Center Can Become the Key Driver of Customer Survey Responses

Well, we’re here, and it’s happening: Back in 2013, Walker Insights made the bold prediction that, by 2020, customer experience would overtake price and product as the key brand differentiator –and today’s customers are reporting that it’s true. Consider the following findings from Salesforce Research’s State of the Connected Customer report, second edition: 80 percent …

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Practice What You Preach: A Demonstrated Commitment to Customer Service

Here at Plum Voice, we talk a lot about how our IVR solutions can help improve your customer service offerings. It’s not enough, however, to simply talk the talk. It’s just as important to lead by example, to walk the walk. We recently asked our customers to fill out a survey through TechValidate to let …

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Case Study: 145% VoC Response Rate Increase with Plum Insight

Customer feedback is the lifeblood of an organization. However, that information is only useful if it’s actually put to use. Collecting data for the sake of collecting data doesn’t do anyone any favors. When it came to customer feedback for their claims department, the Erie Insurance company relied on a manual process. The cost of …

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Case Study: Use Voice Tech to Provide More, Better Payment Options

Merchant services companies have lot of different payment channels to offer their customers these days. These are the companies that provide customers with the infrastructure to accept and complete payments. Needless to say, with the right merchant services company, a business can cater to the needs of their customers no matter how diverse those may …

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Case Study: Increase Payment Processing Volume and Efficiency Over the Phone with Self-Service

In theory, technology should make our lives easier. There may not be a better use for technology and automation than with manual, rote, recurring tasks and processes. In these situations, automation is like a gift from on high. This was precisely the experience of Arrowhead General Insurance Agency. The company’s Atlanta office processed all of …

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The Right Tool for the Job: Finding the Best Survey Approach for Measuring Customer Experience

When you think about it there aren’t different survey types. Not really. A survey is simply one or more questions intended to elicit a response on a given topic. Where things start to get complicated is when we factor in the goals we want to achieve by using surveys. When we talk about “survey types” …

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3 Uses of Customer Service Technology in Insurance

Our last post noted how important it is to control the initial customer interaction when it comes to customer self-service over the phone. Once you’ve got control a new challenge arises, namely what do to with that control. Our advice is to wield a scalpel in your approach rather than a hammer. Some of the …

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A Holistic Approach to Customer Satisfaction

The Buyer’s Journey In marketing there is a lot of talk about the “buyer’s journey.” This is a not-so-fancy way to describe the process by which a person discovers and purchases a product or service. So if we’re talking about buying a car, the journey isn’t the picture on Instagram of someone standing next to …

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7 Communications Problems Healthcare

Solutions to 7 Communications Problems Affecting Hospital Re-Admission Rates

Going Home Isn’t The End When a patient leaves the hospital the last thing they want to do is go back. Yet, re-admission happens all of the time. Studies show that one of the most common reasons for this is insufficient communication between healthcare providers and patients. In a pressure-cooker work environment like a hospital it’s …

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