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Move Faster Than Your Competitors
Conventional transactional surveys deliver reports on customer
feedback days, weeks, or months after service transactions
have taken place, often too late to save at-risk customers
or successfully address new opportunities. In contrast, CustomerSat
Service & Support solutions gather feedback within minutes
or hours of the service transaction, and, if warranted, immediately
alert the right people in your organization of survey results.
The benefit: your organization is informed of trends, issues,
and opportunities as soon as the earliest signs appear, enabling
immediate responses that save customers and win market share.
Better Prioritize Service & Support
Investments
CustomerSat correlation analytics are powerful tools for
setting priorities and making decisions and investments. Performance
areas to which management can apply resources or funding –
such as call center headcount, training, and equipment –
are correlated with business objectives such as overall satisfaction,
likelihood to renew contracts, and willingness to recommend.
Each metric that has high correlation (derived importance)
with an objective is likely a key driver of that objective.
Quadrant charts graphically display performance and derived
importance for multiple metrics at the same time. CustomerSat
solutions make it easy to create real-time quadrant charts
for all key segments of your customer base.
Drive and Align Responsive Actions
CustomerSat action management driven by feedback ranges from
informative, rules-based alerts emailed to the right employees,
to comprehensive responsive workflow management. Indices are
computed based on survey responses and other customer descriptors,
such as a customer’s purchases over the last twelve
months. Acceptable ranges are defined for each index. Cases
are generated if indices fall outside of acceptable ranges
and can be assigned, routed, or escalated based on business
rules. Such comprehensive action management assures that customer
concerns are dealt with systematically, builds customer loyalty,
and protects recurring revenue.
Integrating with CRM Systems, Customer Databases,
and Legacy Data Collection Methods
CustomerSat Service & Support solutions can integrate
with your CRM system, customer database, or other IT system
to automate the sampling process. Sampling may be handled
by your CRM system, customer database, CustomerSat solution,
or a combination thereof. If desired, through CustomerSat
360o CRM Integration, customers’ responses may be made
part of their customer records in your IT system.
All CustomerSat feedback processes may be integrated with
legacy data collection methods, including phone, postal mail,
OCR, and IVR. CustomerSat interactive dashboards display and
aggregate statistics and indices from all of these sources,
providing a single, easily managed, and secure solution for
distributing survey intelligence and managing response action
throughout your organization.
 
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