Collecting customer feedback may be important, but understanding that feedback at both individual and group levels is an essential prerequisite to action.
The key to this understanding is not just effective surveying, but also the incorporation of context. Without the context of the survey, it’s not possible to understand the factors that have led to a customer opinion.
To support the collection and understanding of customer feedback, and the development of a company-wide continuous improvement program, it can be beneficial to turn to a fit-for-purpose Voice-of-the-Customer (VoC) solution.
CentraCX VoC is a platform that uses both artificial intelligence and machine learning combined with natural language processing, enabling the automation of insights. With dashboards that fully customisable based on business priorities, clients can focus on what’s important.
CentraCX VoC incorporates contextual information in regard to each survey. The context is passed with the survey trigger and can include as much information about the specific customer, interaction, products, processes and services that are available.
All context information is retained with the survey through the analysis and action stages allowing deep analytics and insights to occur both within CentraCX and within your CRM or Data Warehouse systems.
Machine Learning Analysis
CentraCX machine learning analyses all customer and employee feedback. Verbal feedback is automatically transcribed and together with digital feedback is analysed for sentiment, names and reason for the opinion.
As well as powering Tribal Analytics, all machine learning analysis is incorporated into the context associated with each survey creating the opportunity to analyse customer opinion from every dimension.
Powerful Frontline Feedback
CentraCX Tribal Analytics delivers the ability to deeply understand customer opinion at scale, by engaging feedback from frontline employees across the business.
Delivering real-time customer opinions to the frontline team members that supported the customer, brings critical context, through the translation of ‘customer language’ to ‘internal language’.
Bringing contextualised customer opinion to stakeholders that are otherwise disconnected from customers, creates the opportunity for a truly deep understanding of customer perspectives.
Single Source of Truth
As surveys are completed and analysed, data is sent to your CRM or Data Warehouse. With the full set of feedback data, including metrics, qualitative feedback, contextual information and machine learning data sent to your customer record systems, there’s a single source of truth.
Leveraging the power of CentraCX VoC Tribal Analytics, together with a single customer data repository, creates the opportunity for deep data analysis, to really understand customer and employee opinion in the context of your enterprise data.
Using artificial intelligence or machine learning combined with natural language processing enables the automation of insights, with dashboards fully customisable based on business priorities, enabling clients to focus on what’s important.
CentraCX VoC dashboards are specific to each user, displaying the metrics that are most relevant to them. With over 50 different preconfigured CX metrics, and the ability to easily create entirely new ones, a dashboard showing at a glance what customers think of your business is mere seconds away.
Every frontline team member, manager and stakeholder can have their own personalised dashboard displaying the most relevant information for them.
Experience continual improvement with CentraCX VoC and GSN
With help from GSN, you can start creating amazing customer experiences that drive loyalty and spend at each touchpoint.
CentraCX VoC is a comprehensive, SaaS-based Voice of the Customer platform that can help your business to:
- collect customer feedback across multiple channels;
- understand feedback through rich dashboards and create actionable insights; and
- engage your teams by giving them a voice in the feedback in the process.
In addition, the platform’s unique Tribal Analytics process builds on VoC technology and delivers employee feedback into the mix to create an end-to-end system for continual improvement.
Contact GSN today to find out how CentraCX VoC can transform your customer experience improvement program.