Columbus, OH, USA, Aug 11, 2020 -- Astute, Inc., an end-to-end customer engagement platform, announced the release of Interaction Experience, a new survey solution designed to capture post-interaction feedback across multiple contact channels.
Post-call surveys have long been used to measure live agent performance immediately after their call with a customer. But the traditional approach fails to capture feedback on other types of customer interactions, such as using a customer service chatbot to solve their issue or engaging via growing channels like live chat and SMS.
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Astute’s new solution enables brands to measure service interaction feedback across all relevant contact channels, providing real-time insights into Customer Care performance and opportunities to improve the customer journey. Combining feedback for both live and automated service channels gives brands a more complete understanding of the customer’s experience.
"This new VoC solution is designed to help Customer Care leaders swiftly gauge the overall themes and performance of their contact centers," said Astute President and CTO Alex George. "Having this kind of data readily at-hand lets them respond more quickly to opportunities to improve their customer service journey."
Posted by Veronica Silva Cusi, news correspondent
About Astute Solutions:
Astute Solutions helps consumer brands drive loyalty throughout the customer journey with the world's smartest consumer engagement software. Consumers want to talk to their favorite brands like they talk to their friends, instead of being forced to communicate through stiffly structured interfaces. Astute Solutions’ blend of leading edge technologies makes this possible, eliminating friction during every customer interaction.
Published: Thursday, August 13, 2020
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