Creating  a seamless customer journey goes beyond providing customers with opportunities to communicate on their channel of choice. To make the journey seamless, customers need to feel that each interaction with the business is considered and designed in the context of their personal circumstances.

GSN delivers context tracking platforms that integrate multi-channel engagement technology with line of business systems providing valuable opportunities to ensure that every customer interaction maintains the context of the customer’s journey. With unique approaches to data matching that contextualise every customer interaction, GSN solutions make the customers feel like every interaction is part of a well-managed journey.  Using powerful analytics, our solutions are delivered at scale with cost effectiveness and efficiency.

Customer feedback provides some of the most valuable information from which to learn about the customer journey and take action to improve the experience.

Our Voice-of-the-Customer (VoC) solution (“CentraCX”) collects customer feedback across multiple channels – voice, SMS, chat, email or web.  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 also captures corresponding agent feedback by providing the agent an opportunity to provide his or her own perspective on the specific customer feedback and linking the two feedbacks together. This linked combination of customer and employee feedback on every interaction creates even richer opportunities for your teams to understand, collaborate and improve the experience of both your customers and employees.