Social media feedback
We believe in going to your customer, rather than asking them to come to you – that’s why our automated surveys can be served on any customer contact point. This omnichannel survey approach has been proven to be effective in collecting real-time data from the full range of your customers. Whether it’s a one question cell phone survey, a chat or social media interaction or an email survey relating to an engineer visit, we make it as easy as possible to get the answers you need to improve your business.
Contact Centre Surveys
We believe the only useful contact centre data is that which you can access instantly and the meaning of which is understood from the bottom to the top. By delivering real-time actions for management and feeding back both positive and negative feedback to your agents straight after a call, performance can be monitored and improved. It also allows you to escalate any issues immediately.
Remote and On-site Staff Surveys
We conduct millions of automated omnichannel surveys every month, immediately following any staff interaction with a customer, whether field or office based. The resulting unbiased, real-time feedback is proven to drive customer and staff satisfaction levels upwards in only a few weeks.
We can capture that intelligence for you from wherever your prospects and customers engage with you, including where there’s no customer-staff interaction – whether it’s through the web, mobile apps, emails, chats, social media or phone.
“Companies with well-defined omnichannel customer experience management (CEM) programs achieve a 91% higher year-over-year increase in customer retention rate on average, compared to organizations without. These organisations also average a 3.4% increase in customer lifetime value, while those without omni-channel programs actually diminish customer lifetime value by 0.7% year-on-year.”
At VIRTUATell, we have always recognised the value of an omnichannel surveys approach and have offered real-time feedback capture across many channels, for many years. After all, we want to help businesses perform to the highest standard possible, and achieve the same retention rates the report highlights.