Integrate the customer's voice into processes and employee activities
Integrating the voice of the customer into the business helps you quickly understand how customer experiences are delivered across the business.
ResponseTek:CEM delivers reports tailored to all parts of the business, for any user, from executives to front-line employees. Executives get up-to-the-minute summarized information about their business areas. Front-line employees get real-time actionable data they can respond to. Analysts get information that reveals trends.
The key capabilities include:
- Real-time alerting: As feedback is submitted, specific responses, keywords within comments, or overall scores below or above critical thresholds are flagged. The person accountable for the feedback area is immediately alerted, allowing at-risk customers to be saved.
- Distributed results: Each part of the business has a set of reports specific to the customer experiences they influence, distributed directly by scheduled email to provide a snapshot of the current customer experience.
- Drill-down dashboards & scorecards: Users can quickly identify which customer experiences meet or exceed expectations and which ones fall short with graphical, one-click reporting.
- Trend analysis: Identifying where and when the customer experience has changed is easy with robust trend analysis tools.
- Configurable reporting: The system is highly configurable to ensure that the solution matches the complex needs, structure, and processes of any enterprise.
- Integration with external systems: ResponseTek:CEM has been designed to build on existing systems with tight two-way integration with applications such as CRM, ERP, and workforce management systems.
Learn more: Make the Right Experiences Count web seminar
