Leveraging interaction analytics (voice and text) is a key way of understanding the voice of the customer without bias by creating structure that can then be analysed and modelled to provide actionable insights.
Customer experience surveys provide an alternate mechanism to get first hand feedback on a customer’s experience across their journey from all key customer touchpoints. With real-time omni-channel survey feedback it is possible to get an instant and reliable heartbeat of the effectiveness of your customers experience, and importantly across all touchpoints.
By using actionable feedback insight at every customer contact point, in real-time, your staff can react immediately to customer issues and increase CX satisfaction, improve customer acquisition and retention and improve employee performance.
Ensighted has partnered with Virtuatell (www.virtuatell.com) who are experts in the field of automated customer feedback survey and software solutions. Their unique offering provides a best in class solution for collecting feedback via online, web, social, chat, SMS and phone channels.