Voice-of-the-Customer

Customer feedback is the currency of customer experience. Do you
have the customer feedback software to make the most of it?

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Sophisticated customer feedback software that’s simple to use

Survey your customers in the moment and see all your data on a single platform with CentraCX – our Voice-of-the-Customer (VoC) solution. CentraCX collects customer feedback across multiple channels. We work with clients to use this simple customer feedback software to create a rich dashboard of feedback and actionable insights. Our unique solution also captures the corresponding agent context. When combined with customer feedback, this creates even richer opportunities for your teams to understand, collaborate and improve the experience of your customers and employees.

Start creating customer experiences that drive loyalty and spend by understanding the key drivers of customer satisfaction at each touchpoint. Get more ideas and deliver amazing service with help from a VoC solution by GSN.

Collect customer feedback

Our VOC platform intelligently collects valuable customer feedback across multiple channels, and allows you to:

  • create branded surveys and render them across any channel – including Voice, Email, Web, SMS and API​
  • ask follow up questions (when necessary)​
  • trigger survey offers from contact centre solutions, CRMs, websites, web portals, chat sessions, mobile applications and simple list uploads​
  • capture both quantitative and qualitative feedback in voice and digital (email, chat, web & SMS) channels​
  • deliver survey data in to contact centre systems, CRMs, data warehouses and line of business systems.

Customise business rules & metrics

With support for over 50 qualitative and quantitative metrics such as NPS, Customer Satisfaction and Customer Effort, we work with our clients to customise business rules such as context, metrics, phrases. The platform intelligently captures valuable customer feedback across multiple channels (voice, SMS, chat, email, web and social) and allows you to:

  • create branded surveys and render them across any channel
  • trigger survey offers from contact centre solutions, CRMs, websites, web portals, chat sessions and more​
  • deliver survey data into contact centre systems, CRMs, data warehouses and line of business systems
  • ask follow up questions (when necessary)​​

Visualise with custom dashboards

Deeply understanding customer feedback requires analysis of rich data through a process of contextualisation, aggregation, visualisation and Machine Learning. With our platform, visualise with rich interactive dashboards that include providing individual and aggregate metrics through the organisation​. It also enables your business to:

Our VOC solution allows business to:

  • associate feedback with frontline staff in an n-tier organisational hierarchy that models resource, team, geography, business unit and division
  • attach unlimited context-rich meta-data such as customer ID, segment or product to feedback
  • utilise Machine Learning / AI to transcribe voice feedback and identify sentiment, reason and key terms​
  • integrate with CRM, Contact Centre and Data Warehouse systems to bring customer feedback into enterprise-wide business intelligence
  • leverage the unique Tribal Analytics capability to deliver an additional layer of insight by utilising the knowledge inherent in frontline staff to contextualise customer feedback.

Action improvement opportunities

Turning insight in to action requires tools and capabilities that can identify solutions to specific problems and engage employees to continually drive the change.

Our VOC solution support business to:

  • engage frontline employees with real-time presentation of customer feedback directly related to the provided service​
  • empower frontline employees with Voice-of-the-Employee (VoE) to translate customer feedback into direct improvement opportunities for people, process and products​
  • drive collaboration across the organisation with #tags and machine learning categorisation that automatically delivers relevant customer feedback to stakeholders​
  • automatically identify opportunities for service recovery and manage the workflow opportunities to turn detractors in to promoters​
  • share best practices with dynamic collections of feedback to use for individual and team coaching

Action improvement opportunities

Turning insight into action requires tools and capabilities that can identify solutions to specific problems and engage employees to continually drive the change. Our VoC solution support businesses to:

Our VOC solution support business to:

  • engage frontline staff with real-time presentation of customer feedback related to the provided service​​
  • empower frontline staff with Voice-of-the-Employee (VoE) to translate customer feedback into direct improvement opportunities for people, process and products​​
  • drive collaboration across the organisation with #tags and machine learning categorisation that automatically delivers relevant customer feedback to stakeholders​
  • identify opportunities for service recovery and manage the workflow opportunities to turn detractors into promoters
  • share best practices with dynamic collections of feedback for coaching purposes

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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