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Customer Feedback

Customer Experience Management is core to improving customer retention and loyalty—and ultimately—your bottom line. Research suggests that businesses who offer the best customer experiences have low customer churn and higher levels of business from referrals.

Listening to the Voice of the Customer is crucial if you are to ensure that your customer experience program is effective. Confirmit enables you to develop a consistent approach to customer feedback. You can enhance your customer services offering, correlate customer loyalty to employee engagement, and reduce the costs associated with feedback and research.

Measure Customer Experiences

Capture the Voice of the Customer immediately and measure experiences as they happen.

Whether your customers contact you through your Web site, contact center, in-store, or through your Customer Service team, you can use Web, IVR, SMS, telephone, paper or face-to-face surveys to understand the experience they had.

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Take Action

If a customer reports a poor experience, you receive an alert so you can contact that client.

This enables you to resolve outstanding issues quickly, before the relationship is seriously damaged. Often, customers don’t believe that anyone reads their feedback, so getting back in touch immediately provides a strong customer experience in itself, generating higher satisfaction levels and great word of mouth.

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Generate Referrals

Make the most of your happiest customers by asking them to refer a friend. Change the way...

a customer is routed through a survey based on their previous answers so that you don't risk annoying less satisfied customers, but are able to automatically offer happy customers this option. This generates warm leads and new business very quickly and at a low conversion cost.

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Create Tailored Reports

Stakeholders across the company can access live reporting dashboards. Each user sees...

only the information affecting them, so your Customer Service Manager can see individual agent or team results, while your CEO views a top level report showing improvements over time. This engages users and raises the profile of the customer experience.

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Improve Your Processes

Asking for feedback after interactions pinpoints processes that are damaging experiences.

As you change these processes, you can measure the impact through an ongoing dialogue with customers. This prevents you from wasting resources on changes that have no impact, or that damage experiences further.

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Create a Customer-Focused Culture

Sharing feedback helps front-line staff see the effects of their actions in real time.

 It also demonstrates to executives the relationship between the customer experience and the bottom line. Confirmit enables you to share data easily, and because it is live it becomes a compelling way to share your successes over time.

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Measure Satisfaction at all Touchpoints

There are Moments of Truth throughout the customer lifecycle. Confirmit enables you...

to measure customer satisfaction at each point, using Web, SMS, IVR, paper, face-to-face, or over the telephone so you can understand how each of your channels is performing. This prevents problem areas being masked by top level customer satisfaction scores.

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Correlate Customer Satisfaction with Employee Engagement

Run employee surveys and use results...

to measure employee and team engagement. Correlate employee engagement with customer satisfaction, and use this insight to improve team-building programs and build a business case for improved processes to support your teams.

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Re-Contact Dissatisfied Customers

Flag customers with low satisfaction scores so your team can contact them to resolve issues.

As a Customer Service Manager you can monitor, escalate, and close off specific cases using the Alerts Management Console.

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Pinpoint Training Requirements

By linking feedback to specific interactions, you can pinpoint training requirements.

This reduces the need for blanket training programs and ensuring that employees feel that you’re focusing on their needs. Better trained staff are more able to resolve customer queries on the first contact, reducing costs associated with repeat calls.

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Reward Your Best Staff

Use alerts and reporting to identify Customer Service Representatives doing a superior job.

It’s easy to pass on customer comments or reward employees who receive maximum customer satisfaction scores. This boosts morale and builds a positive competitive environment.

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Create Tailored Reports

Share tailored dashboards to monitor satisfaction scores at multiple levels.

Teams can view their own customer satisfaction scores, and compare them to other teams, while managers and team leaders can view individual scores and aggregated results. Senior executives access the information at global or regional levels, or by channel, helping with strategic planning.

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Strengthen Customer Relationships

Regularly asking for feedback shows you care about your customers.

 More importantly, taking action when they’re not happy builds loyalty and drives positive word of mouth. Confirmit surveys route customers according to their previous answers, so you don’t risk annoying an already unhappy customer further, but can ask additional questions of your most satisfied customers.

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Enhance Loyalty

Dissatisfied customers can become more loyal than satisfied ones if you treat them right.

Confirmit Alerts help you to react quickly to feedback that customers don’t really believe you’ll read. When you go the extra mile to ensure you resolve problems, customers become more loyal because you’ve demonstrated that you really care.

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Identify Drivers of Satisfaction

Correlate CRM data and feedback to understand what really drives satisfaction.

Learn if First Call Resolution is really critical, or if speaking to a person who is empowered to make decisions is more important. Find out if different customer segments value different values, and use that insight to pull resources into the areas that will best impact your operations.

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Develop a Clear View of Customers

CRM tells you who your customers are, helping you to use the past to predict the future.

Integrate your CRM system with Confirmit to build a clear picture of your customers, not only in historical terms, but in their attitudes towards you as well. This complements your CRM data by providing the “why?” to CRM’s “what?”

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Deliver Insight Across the Organization

The combination of CRM and feedback data aids decision-making across the business.

This means it's vital to share your insight with key stakeholders. Online reporting dashboards show live data and allow users to drill-down to find exactly the information they need. You can also share offline using Adobe PDF, MS PowerPoint, or MS Excel.

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Automate Your Insight Programs

Design, send, analyze, and report on research and insight projects in a single place.

Automatically deploy surveys to customers at key intervals or automatically distribute reports to key stakeholders, either through online dashboards, or regular exports. Reduce the time you spend on manual tasks, freeing you to analyze your results and drive value.

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Multiple Channels for Broader Reach

To increase response rates, you can send surveys through a range of channels.

These include Web, SMS, IVR, paper, face-to-face, or over the telephone. This gives you a broader view of your customer base, and reduces the chances of missing key segments. Whichever channels you use, the results will all appear in a single reporting dashboard.

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Reduce Costs and Overheads

By using a single platform for every aspect of your insight programs, you can reduce costs.

The tight integration between all parts of the platform streamlines the process of gathering data, reporting on it, and sharing insights with stakeholders. You can raise the profile of customer insight programs by giving your internal customers everything they need to make decisions.

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Deliver Analysis for Business Insight

Share feedback in the way that suits your organization and different individuals.

Interactive, live dashboard reports give an overview for senior staff, while department managers can drill down to a more detailed level. Use offline reporting such as Adobe PDF, MS PowerPoint, or MS Excel, or drop reports into your corporate intranet for wider sharing.

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Collect Accurate Data

Automatically send surveys to customers immediately after they’ve contacted you.

This increases data accuracy as the interaction is still fresh in the customer’s mind, and because it’s specific to one interaction. This means you can ask fewer questions, but still get real insight into how your customers feel about you.

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