| CustomerSat Technology |
Feature |
Description |
|
Ease of Deployment |
Hosted
Solution |
- CustomerSat secure hosting lets you start
using the ECEM system right away for immediate
results—no software to install or purchase;
no hardware to buy or configure; no software
licenses to manage. All you need is a web browser.
|
|
ECEM™
Product Features |
Multiple
Survey Types |
- ECEM supports many kinds of surveys, including
transactional, relationship and pop-up.
|
|
Analytics
and Verbatim
Intelligence |
- View and analyze survey results online using
a wide range of real-time reports updated as
soon as survey responses are received. Scheduled
push-reports are delivered via email as HTML,
Microsoft Excel or text files.
|
|
Action
Management |
- To immediately address respondent concerns
and opportunities, ECEM automatically opens
cases and emails action alerts when survey statistics
or individual responses match specified conditions.
|
|
Survey
Deployment and Management |
- Survey recipients are sent personalized invitations
and reminders in the language of their choice
based on information extracted from your CRM
or other IT systems.
- Asian double byte languages such as Japanese
and Chinese are fully supported, from invitations,
to questionnaires, to verbatim responses.
- CustomerSat WEBConnect™ provides a
range of pop-up survey options for your web
site.
|
|
Sampling
and
Touch Rules |
- Invite sufficient respondents so that your
results are statistically significant while
avoiding over-surveying individual recipients
and preserving stakeholder goodwill.
- Touch rules applied across surveys ensure
that respondents are only asked to participate
in surveys for which their responses are most
valuable.
|
|
IT Integration
|
Connect™
and Connect360™
Modules
|
- Invite participants to provide feedback about
their experiences within minutes or hours of
transactions or cases closing in your customer
database or CRM system.
- Connect360™ lets you send any or all
response or action management information back
to your CRM system, providing complete views
of customer relationships.
|
|
Single
Sign-on |
- Extends the security and managed access control
of your corporate Intranet to the ECEM system
- Provides your users secure and direct access
to ECEM from your Intranet without having to
enter User IDs and passwords.
|
| Security,
Reliability
and Scalability |
- Available 24x7x365, the ECEM system addresses
the security, scalability and reliability requirements
of the largest enterprises.
|
|
Privacy
Policy |
- CustomerSat privacy policies and practices
meet or exceed industry standards as well as
the requirements of European Union and US data
privacy laws.
|
