#contactcenterworld, @surveydynamix, @vhtcx
Nashville, TN, USA, Oct 13, 2021 -- VHT, a provider of customer-experience software, has acquired Survey Dynamix, a provider of customer-feedback technology based in Brisbane, Australia. The acquisition enhances VHT’s Mindful customer callback capabilities by adding real-time customer surveys to its suite of customer experience (CX) services.
"Exceptional customer relationships are at the heart of every successful business. And companies that proactively nurture customer satisfaction by seeking to understand their customers’ opinions will boost customer loyalty, strengthen retention, and derive more customer lifetime value," said Matt DiMaria, CEO of VHT. "Survey Dynamix complements our popular customer callback capabilities by enabling brands to collect real-time, actionable insights from their customers across every channel—voice, text, chat, and email."
Survey Dynamix is a customer feedback platform that integrates with contact center and CX systems. The Survey Dynamix web-based interface lets CX teams quickly create and conduct personalized customer surveys that deliver immediate insights.
Surprisingly, in today’s contact centers, it can take weeks for teams to receive feedback. Team leaders are often flying blind attempting to determine which operations will maximize efficiency and enhance the customer experience. A customer may leave frustrated feedback about the agent they spoke to, but the agent rarely receives that feedback—and the customer never gets a follow-up to close the loop. Survey Dynamix shortens that feedback loop to mere seconds.
Looking ahead, the combination of VHT and Survey Dynamix will enable brands to take real-time customer sentiment and trigger engagement based on satisfaction objectives. "Just measuring customer satisfaction is not enough to ensure a successful outcome. Together, Survey Dynamix and VHT can deliver a solution that closes the loop on customer engagement to drive best-in-class customer experience," added DiMaria.
Posted by Veronica Silva Cusi, news correspondent
About Survey Dynamix:
An exceptional customer experience should underpin every business. Survey Dynamix gives brands real-time, actionable insights within the contact center so they can create amazing customer experiences.
Virtual Hold Technology’s patented queue management solutions help contact centers meet service level targets with reduced staffing requirements. The Virtual Hold product suite increases customer satisfaction, reduces ASA & abandons, improves service level, increases agent efficiency, and reduces toll and labor expenses.
Published: Thursday, October 14, 2021
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