For most organisations, VOC programs involve simple customer surveys with self-service tools that offer basic analysis and reporting. The data drives basic system problems or service recovery. There is typically no ability to drive action on the insights gained and the programs often struggle to prove their financial benefits. According to Forrester: “Only 1 in 5 deliver good or great CX”.
ResponseTek helps you break free of this “All Listen – No Action” rut. Our “Balanced Services” approach is a right-sized combination of software, services and processes that supports your overall CEM Program with a robust set of capabilities that include: feedback collection, centralised data access, analysis, advanced reporting and most importantly – “Closed-Loop” action management.
The ResponseTek Listening Platform is comprised of 5 Key components – Listen, Learn, Act, Engage and Manage. Each component is mapped to a stage in our systematic approach for collecting feedback, mining the feedback for insights and then incorporating those insights into business decisions.
Capture customer feedback moments after every transaction and link it to employees, stores, products and functions for ongoing improvement. Smart surveys, intelligent digital intercepts and best practices contribute to industry leading response rates of 14% for email and 21% for SMS. The ResponseTek Listening Platform supports more than 36 languages globally.
Visual presentation of analysed feedback, built-in analysis of trends and predictive analytics enables clearer, faster decision making. Automatic role-based alerting and reporting reaches any employee in your enterprise, creating a culture of deep customer understanding, orientation and action – from front line staff to the CEO. Our customers see an average Year 1 increase in NPS of 6.5pts and individual results such as 20pt increase in CSR satisfaction.
Tie feedback and action to individual employees, managers and locations. Alerting employees when customers have expressed a negative sentiment, promotes ownership of the customer experience at every level. Measurable workflows improve individual performance with customised training tied to real customer experiences. More importantly, turn detractors into promoters with post-resolution surveys to ensure satisfaction. Individual customers have seen results such as; a 69% avg. increase in customer satisfaction, a 30% reduction in customer complaints and a 19% reduction in customer churn.
Two-way dialogue with every customer ensures every loop is closed, and no captured experience gets forgotten or ignored. Nurture and leverage net promoters with targeted marketing promotions and offers that reward their loyalty. And deliver personalised special offers to save customers at risk. This ability to effectively “Close the Loop” has helped one of our customers retain $10m in revenue.
ResponseTek Balanced Services provides ultimate freedom and flexibility. Professional guidance for set-up and mentorship on more difficult aspects of your CEM, blended with the ability for you to self-manage all the “easy” aspects. With built-in safeguards so users won’t make critical errors. Control costs and speed execution, while you grow your company’s knowledge of CEM best practices from our experts. We have been able to help one of our customers reduce their cost-per-survey by 98%!
We now have a way to quantify the revenue impact of customer satisfaction and influence it positively through our actions.
Christoph John, Senior Manager | T-Mobile
