How to Become a Customer Feedback Superhero

Written by KOVA Corp


Contact centers are getting in customer feedback all the time. Whether it’s through a formal channel, like a survey, or an informal one, like a quick mention during a support call, customer feedback can be enlightening and useful—but only if it’s managed well.

If it’s not managed well, all you have is a flood of data that will quickly overwhelm the people tasked with sifting through it and finding the message buried somewhere within.

Enterprise Feedback Management makes data manageable

That’s why KOVA offers Enterprise Feedback Management (EFM) software. With this software package, managers in charge of customer experience are able to get a clearer view into what customers think of their company. They can deploy surveys easily and retrieve responses just as easily, and all across multiple channels: phone, email, SMS, mobile, and web. They can become, in short, customer feedback superheroes!

You can watch this video for an overview of how EFM can help improve your company’s customer experience. (embedded video: http://www.kovacorp.com/info-center/videos/enterprise-feedback-management-2/)

How EFM can help your contact center

Let’s say your company offers text support, allowing customers to text in problems, questions, etc. With Enterprise Feedback Management, you’ll be able to analyze the data in those texts to discern customer sentiment, not to mention valuable information about what your customers are using the text service for. Are they texting for minor issues, or major ones? Are the problems being resolved through text or not?

And since social media continues to be an important source of customer data, with customers sharing their views increasingly on Twitter, Facebook, and on blogs, KOVA’s EFM software can capture and analyze this information as well.

Use EFM to proactively engage your customers

Another major advantage that EFM offers users? Extensive case management capabilities. For example, you could deploy an email survey to customers asking for feedback on a new credit card feature. You can choose to automatically open the cases in which someone fills in the “Needs improvement” answer, so that you can go further with that data specifically. Maybe you want to send an email or a text to those customers to gather more information.

For the ones who answer “Hate it,” maybe you want to offer them some kind of incentive program, or reward, or some other acknowledgement that you’ve heard their response and want to make them satisfied customers once more. All this can be easily managed with EFM software.

To really strengthen your company’s feedback management, take your EFM from Ironman to Superman status by adding Voice of the Customer analytics. This software includes Text Analytics and Speech Analytics, as well as our Verint Media Recorder Customer Feedback solution.

Text and speech analytics give you incredible insight into how your customers feel about your products and company. Not only do these programs analyze the words customers are using—they can also analyze unusual pauses, tone of voice, and changes in pitch.

Combined with the feedback you get from surveys, this data can be extremely helpful in developing a full view of your customer.

The Customer Feedback solution offers yet another way to retrieve feedback from customers, by using short, context-sensitive surveys at the end of their phone calls. Businesses can collect data on everything from products to customer service and customer satisfaction.

Democratizing data

KOVA’s EFM solution is one of the most progressive around, with the ability to scale up to thousands of users through an in-depth collection of permissions and workflows designed to protect customer data, while still making information available to those for whom it’s most useful.

This is part of the trend toward decentralizing data ownership—getting it into the hands of front-line managers and supervisors quickly and efficiently, rather than allowing it to pile up into reports that must be received, reviewed, and shared across multiple departments.

Is your contact center in need of an Enterprise Feedback Management software solution? Contact KOVA today!

Sources:
http://www.verint.com/assets/verint/resources/datasheets/efm.pdf

http://www.ipsos.com/content/enterprise-feedback-management-%E2%80%93-three-big-changes-big-company-employees

http://www.virtualhold.com/blog/contact-center-best-practices/evaluate-effectiveness-call-center/#.VfxIS_lVhBd

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