Are you listening to the voice of your customer?
We all know that poor customer experience is one of the main reasons for customer defection. And while there are many ways to improve this experience, one of the most important is your customer's interaction with your call centre - it can make or break your relationship. This is by far one of the most important customer touchpoints in your industry and has a profound impact on the overall experience with your business.
So how do you improve it?
You need to hear the voice of your customer... and use it to identify best practices. This will very quickly improve poor customer experiences and help you to retain more customers.
This is easier said than done though. In a world where the customer only talks to you on their terms, how do you persuade them to take the time it takes to provide feedback?
The answer is quite simple - while you already have them on the phone.
Conexus' automated telephone technology allows your customers to give their feedback straight after their call centre conversation. They are transferred to a short two- to three-minute survey and respond to questions by simply pushing buttons on their telephone keypad. Within a few seconds of a completed survey, you get to review those ratings as well as listen to their actual comments. This provides you with actionable insights directly from the voice of your customer.
This automated technology is called ViewsCast™ and lets you deal with critical feedback in real time without letting issues escalate into problems... or lost customers. Best analytics turn into valuable data and even more valuable insights, ready to be implemented so that you can protect your bottom line. To find out more, call Justin Van Zyl now at 011 275 7070 or email .
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Conexus is a leading, award winning Customer Interaction Solutions company driven by passionate people. With significant investments in Call Centres and software applications, Conexus is able to provide clients with a full suite of innovative 1-to-1 Relationship Marketing, Sales and Service solutions.- more....