Vovici Customer Support Surveys
Improving customer support service levels while driving down support costs and volume
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Tasked with an ever-growing territory of responsibilities, customer support survey leaders are increasingly asked to transcend the traditional support delivery role and also bear responsibility for creating truly valuable experiences. Vovici’s Customer Support Survey Program offers clear and consistent insight to go beyond retroactive satisfaction and towards obtaining a clear, real-time view into the minds of customers and employees, including:
- Monitor interaction and loyalty levels: 73% of customers leave because of poor customer service. Vovici helps you monitor critical support metrics, fix issues and promote accountability to keep customer churn under control.
- Stay on top of the customer support process: How do you evaluate the effectiveness of initiatives and changes? Creating a blended view of the thoughts, ideas, and perceptions of your customers and employees is a permanent asset that you can use to understand the effect of events and provide directional insight.
- Reward excellence: 92% of loyal employees do tasks for customers "above and beyond the call of duty." Recognizing and rewarding top performers puts this strong correlation to work for your support organization.
- Get results faster: Providing quick feedback can be the difference between a lost customer and a saved customer. Launch immediate assessments to evaluate support interactions, assess training and identify areas for improvement.
Vovici’s Customer Support Survey Program balances creating great customer experiences with shifting budgets and resources. Our research and project experts execute a comprehensive feedback strategy developed through thousands of deployments built on our award-winning survey software, allowing you to:
- Control: Orchestrate a best-practice strategy that incorporates attitudinal and event-based feedback to improve the customer support survey experience.
- Capture: Mesh targeted, personalized surveys using Smart Panel with data from other systems (Ticket, CRM, etc.) to understand satisfaction at every interaction and trend satisfaction over time.
- Analyze: Keep a pulse on support delivery and quickly identify issues with push reports, interactive dashboards and ad-hoc analysis.
- Act: Unlock service excellence by placing action alerts and insight in the hands of those who can make a difference.
If you are ready to start improving the quality and responsiveness of customer support surveys in your support organization, Vovici can help.
