Login to Network
YES PLEASEI want this offer
NO ThanksSkip this offer
One of the most obvious outcomes of social media has been the willingness of people to share their opinions—both good and bad. According to a February 2016 study published by Ipsos Loyalty, 52 percent of consumers who had a bad experience with a brand told their family, friends, or colleagues about it while an even higher percentage (56 percent) of consumers shared positive experiences.
The number of social channels has grown so much recently that most everyone looks for some feedback, criticism, advice, or praise before every purchase. It’s amazing that even a customer’s experience eating a hamburger at a fast food restaurant can get someone to share what they thought of it.
So, what does that mean for companies that have made sizable investments in collecting feedback from their customers? Traditional channels such as IVR, email, chat, and websites collect ratings based on questions about a customer’s interaction or purchase. Newer channels are using mobile devices to collect information through SMS and mobile apps, along with social media sites such as Facebook, Yelp, and TripAdvisor.
As the variety of channels used for surveys continues to grow, so does the complexity to collect and understand what is being said about a company’s brand. Companies need to define how they will gather feedback, decide how to close the loop with a customer, and determine a data collection strategy that can help define business changes that can be leveraged to improve experiences.
Another interesting component when surveying customers is the type of feedback that’s provided. This is especially true when engaging customers about rating an interaction completed by an employee. Customers recognize many attributes about an interaction and an employee that can be fairly predictable. For instance, the question “Did the resolution of the interaction meet or exceed the customer expectation?” can result in feedback that is both positive and negative based on the context of the answer and how the message was delivered.
The expectation of each customer is to fully resolve whatever issue he or she reached out to a company to solve. Consequently, the outcomes from these interactions are primarily dictated by process and procedures set up by the company. This is often shaped by whether employees are empowered to resolve a customer’s issue on their own. Meanwhile, how the message is delivered and the tone that’s used is also very important to customers. Along with being courteous, employees must exhibit behaviors that portray expertise and efficiency. If a customer questions what is shared with them, the customers will also question the integrity of the resolution, even the right one.
Survey strategies need to be built on pre-defined goals and anticipated outcomes. The purpose of a customer survey is not only to collect feedback but also to act on the feedback to improve the customer experience. A principal goal of survey design is to determine whether customer expectations are being met and how to get to the root cause if they aren’t.
The outcomes are specific actions that are meant to address customer needs and to deliver better experiences. Here are a few tips to help improve your survey strategy and improve the impact from polling customers:
TeleTech is creating and managing VoC surveys for its clients and has a proven methodology for data analytics, survey deployment and governance, closed-loop techniques, and improving ROI. The outcome-based methodology takes an extremely complex environment of customer feedback and makes it easy for decision-makers to visualize customer impacts and improvements.
Like this? Subscribe to our customer experience blog here.
Also, check out the most recent issue of our monthly eNewsletter, Dialogue.
Source: http://www.teletech.com/resources/blog/getting-most-customer-surveys
Publish Date: July 21, 2016 5:00 AM |
| 2.) |  Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity. Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more) PH: +603 5569 9816    |
| 6.) |  Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands. Astute Agent balances agent efficiency with customer experience. Here’s how: - Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send. - Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case. - Time-saving case feat... (read more)  |
| 10.) |  CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers. Conditionally direct calls, texts, chats and forms based on: • Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer Say... (read more) PH: 8005771872 |
| 15.) |  Consilium AWS and Amazon Connect Offering Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully... (read more) PH: (+61) 406 501 368 |
| 20.) |  Empirix Hammer Cloud Empirix is the recognized leader of end-to-end contact center test automation and script development solutions on the market. Our renowned product line, Hammer, offers functional, regression, systems integration, performance, and customer experience testing for on premises, hybrid, and cloud environments. We also offer work-from-home test solutions to ensure continuity of experience for your customers across any environment. Hammer Cloud Platform (HCP) is Empirix’s new comprehensive, test automation offering that integrates functional, regression, systems integration, performance, and customer experience testing into an intuitive, software-as-a-service (SaaS) solution. With HCP, it’s... (read more) PH: +1 978 313 7000 |
| Beyond the Bot Buzz: Balance Humans and Automation | June 2, 2017 5:00 AM |
| 3 Steps to Harness the Power of Advanced Contact Center Analytics | February 13, 2017 5:00 AM |
| Is it Time to Toss Average Handle Time? | November 10, 2016 5:00 AM |
| Greet, Love, Engage: Three Paths to a Stress-Free Live Chat Experience | August 12, 2016 5:00 AM |
| Getting the Most From Customer Surveys | July 21, 2016 5:00 AM |
| 5 Customer Experience Metrics to Track | June 1, 2016 5:00 AM |
| The Ins and Outs of Creating Closed Loops | May 19, 2016 5:00 AM |
| Customers Don’t Care About Your Quality Assurance Checklists | May 2, 2016 5:00 AM |
| Answer Why Questions in the Contact Center to Improve Operations | March 14, 2016 5:00 AM |
| TeleTech Research Shines Light on Gaps Between Consumers and Brands | January 21, 2016 5:00 AM |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
