Customer Feedback

Virtually all markets are experiencing increasing levels of competition and as consumers are becoming more informed and sharing their knowledge and experiences during the purchasing process, it is widely understood that it is essential to listen to your customers’ feedback; not only to be successful, but in many cases just to survive.

Customer Feedback solutions engage customers immediately after their interactions with your business using IVR, web, and email with short, dynamic surveys that are delivered based on custom-defined business rules you define. Because these surveys are intelligent, context-based, and timely, they engage customers and deliver response rates far greater than those obtained through traditional, one size-fits-all questionnaires. Customer Feedback gives you real time access to your customers’ opinions that can dramatically influence your quality initiatives, staffing models and training programmes.

Furthermore, by coupling Customer Feedback software with proven WFO disciplines such as Quality Monitoring and Speech Analytics technology, organisations can gain an important insight into current service trends and drivers impacting consumer actions, preferences and experiences. Working together, these solutions can provide a closed-loop system in which the voice of the customer can be used as a strategic asset for improving processes and performance and driving service improvement.

Key benefits

• High response rates deliver valid feedback
• Context sensitive surveys ensure relevant information is fed into the training and improvement process
• Real-time feedback enables reduced customer attrition by proactively targeting negative feedback
• Reduce cost of collecting customer feedback through an automated system

Customer evidence

• Leeds City Council cut the cost per survey from an average £6 to just pence

How can Sabio help you?

Sabio was the first contact centre technology provider in the UK to implement a Customer Feedback solution that integrates with other WFO tools.  Sabio’s comprehensive skills and experience in developing customer interaction strategies, combined with its knowledge of technical applications to optimise a contact centre workforce present an unbeatable solution to help you understand your customers and deliver a superior customer experience.