ResponseTek:CEM Enterprise Feedback Management Solutions collect, manage and distribute customer-driven feedback about their experiences with your organization efficiently and effectively throughout your business.
Customer experience management shouldn’t just be about collecting feedback; the customer experience should be used to inspire action in your organization, using the voice of the customer to improve the business every day.
Advanced technologies integrated within the ResponseTek:CEM platform enable multi-variable analytics, knowledge sharing, and workflow management, and allow CEM data to be integrated with your existing CRM, ERP and workforce management systems. These capabilities help you move from analysis to improvement, all as a result of continuous collection of the customer experience.
ResponseTek:CEM Enterprise Feedback Management Solutions are used:
On the web
Our solutions include passive and active feedback tools to enable simple, structured collection of customer experience intelligence. Feedback is collected and aggregated, and insights and issues are automatically distributed to accountable business groups for review and improvement.
On the phone
Pre- and post-call feedback collection enable quick integration of meaningful intelligence related to customer experiences with your contact center agents. This information is tagged to individual agents and contact centers, driving agent level performance analysis and improvement and contact center benchmarking.
In the store
Several solutions are available for store-level collection of customer feedback during or after a store visit or purchase. This information is tagged to the store and sales rep to enable detailed reporting that is relevant to the frontline employees.
Features:
- User-specific business rules and security
- Complex workflow management
- Real-time alerts
- At-risk customer monitoring
- Employee level reporting and action management
- Advanced reporting and analytics
- Automatic comment management and reply
Benefits:
- Unified feedback management platform for the whole enterprise
- Real-time load reporting and feedback cause analysis
- Automated reply and tracking tools to keep customers informed
- Reduces lag between customer feedback submission to response and issue resolution
- Demonstrable cost savings and ROI
- Auditable, scalable, and ISO 10002:2004 compliant
ResponseTek:CEM Advantages:
- Fixed cost and short implementation times
- Cost effective and easy to deploy
- Multi channel delivery, including web, in-person, outbound call, IVR, SMS
- Complete solutions for contact centers, retail, online ecommerce, customer service, marketing, operations, sales, IT
ResponseTek:CEM Enterprise Feedback Management Solutions allow you to transform the voice of the customer into actionable business intelligence, for a consolidated, 360-degree view of all your research insights in a single platform.
Find out more |
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Attend a web seminar, and see why and how ResponseTek:CEM Enterprise Feedback Management solutions are operationalized |
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Download a case study, to learn about Enterprise Feedback Management best practices and ResponseTek:CEM success stories from industry leaders |
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Request a custom demonstration of the ResponseTek:CEM Enterprise Feedback Management solutions |
For more information about our Enterprise Feedback Management Solutions, contact us:
solutions@responsetek.com
Toll Free: (866) 484-2900
Local/Intl: (604) 484-2900
