Voice-of-the-Customer

Customer feedback is the currency of customer experience

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Customer feedback is the currency of great customer experience

Our Voice-of-the-Customer (VoC) solution (CentraCX) collects customer feedback across multiple channels – voice, SMS, chat, email, web and social.  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 – which together with AI determined insights create a rich dashboard of customer feedback and actionable insights.

Our solution captures corresponding agent context which – together with customer feedback – creates even richer opportunities for your teams to understand, collaborate and improve the experience of your customers and employees.

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.

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.

Understand customer feedback with customised dashboards

Deeply understanding customer feedback requires analysis of rich data through a process of contextualisation, aggregation, visualisation and Machine Learning.

Our VOC solution allows business to:

  • associate feedback with frontline staff in a 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 every piece of feedback​
  • visualise with rich interactive dashboards that include provide individual and aggregate metrics through the organisation​
  • utilise Machine Learning / AI to transcribe voice feedback and identify sentiment, reason for sentiment and key terms in both digital and verbal feedback​
  • 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 employees 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 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

…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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