Customer feedback is one of the most critical aspects of any experience program, underscoring the importance of sophisticated approaches to data collection.
With a Voice-of-the-Customer (VoC) solution, every customer is presented with the opportunity to provide feedback via a survey with each interaction. The greatest VoC survey participation rates are achieved by ensuring that the survey is presented as part of the original interaction. This is achieved by presenting the survey on the same channel as the initial interaction.
Typically, VoC surveys are brief and consist of no more than 3 or 4 questions. A combination of qualitative metrics and quantitative open feedback provides the greatest opportunity for achieving deep insights.
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.
To support the collection and understanding of the right customer feedback (along with the development of a company-wide continuous improvement program) many organisations turn to a fit-for-purpose Voice-of-the-Customer (VoC) solution – like CentraCX VoC.
Metrics: collect the right feedback
CentraCX VoC allows for the collection of CX metrics such as NPS, Customer Satisfaction, Customer Effort and Team Member Quality. Plus, it does so on every channel that your business interacts with customers.
The CentraCX VOC platform supports a mature and comprehensive methodology that results in many CentraCX customers achieving survey participation rates in excess of 30% of their interactions.
Customer verbatim: unstructured feedback
CentraCX VoC allows you to collect unstructured or qualitative data, such as the specific reason that a customer gave your business a particular score.
On digital channels such as the web, email, SMS and messaging, this can take the form of free text. On the voice channel, this is in the form of recorded audio that’s transcribed by machine learning.
Creating surveys with CentraCX VoC couldn’t be easier. Business users can create even complex surveys, with dynamically branching and conditional flows, without IT involvement. Once the survey is built, you select the channels on which it will be rendered.
Maintaining the same metrics across channels makes comparison easy, as customers use multiple channels to communicate with your business.
Interaction points: feedback across every channel
Today’s customers expect organisations to be responsive and expect to be able to provide feedback across multiple interactions, including:
- Voice & IVR: at the conclusion of a call with your contact centre agent.
- SMS & Messaging: surveys commonly result in the second-highest participation rates after voice surveys.
- Email: branded emails inviting your customers to participate in a short survey.
- Web: adding web-based surveys to your public or authenticated web pages.
- Mobile Apps: surveys embedded within custom applications.
- Webchat & Chatbots: concluding human or bot chat sessions with a simple survey.
Start creating amazing customer experiences
CentraCX VoC is a comprehensive, SaaS-based VoC 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.
Plus, the unique Tribal Analytics process builds on VoC technology and creates a platform that delivers employee feedback into the mix for an end-to-end system for continual improvement.
Contact us today to find out how CentraCX VoC can improve your Customer Experience improvement program.