Our next-generation omnichannel CX feedback solution paired with the hundreds of man-years from a professional insight team will help you increase profits by uncovering where the CX (Customer Experience) strengths and weaknesses of your business are.
Our team will increase CX satisfaction by using actionable feedback insight at every customer contact point, in real-time, ensuring your staff can react immediately to customer issues.
Get away from DIY survey management and get ahead of your competition by using the most innovative automated, multichannel, real-time customer satisfaction feedback solution, backed by a team guaranteed to change the course of your business.
WHY USE OUR AUTOMATED CX FEEDBACK SERVICE?
Improve customer retention
Improve customer experience
Improve staff performance
Deliver actionable insight
HOW DO WE DO IT?
Real-time data fusion using CXbot™
Omnichannel customer experience feedback
Surveys served in the time it took you to read this
Increase your survey completion rates
Average NPS improvement after 3 months
How to improve your customer retention?
Difficulty measuring off-site engineers?
Want to measure the success of a project?
Read some of the case studies below, to see how VIRTUATell has supported leading bluechip companies to understand their customers.
An initiative was undertaken to enact a radical culture shift, and put the customer experience back at the heart of the company. VIRTUATell was brought in to determine how successful the initiative had been.
Our automated feedback service was put in place in all contact centres and customers were given the option, as well as standard scoring, to give extensive comments on their experience. By focusing on the key drivers of satisfaction and loyalty, we were able to increase first time resolution by 7% within 3 months, and call centre advocacy by 13% over 6 months. In addition, the charting of agent performance behaviour, and delivering it in a format that encourages comparison and fosters competitiveness, has resulted in a huge increase in team spirit.
By implementing VIRTUATell’s omnichannel approach, customers were able to give feedback the way they wanted to in real time, on the channel they preferred and crucially to indicate whether they wanted their issues escalated and handled immediately by a supervisor.
Giving consumers this flexibility has led to analysis of the data, providing richer insights that have driven a number of business improvement projects. The ability to escalate customer issues allowed the client to focus on turning dissatisfied customers into advocates for the brand, and has helped to increase overall customer satisfaction by 10%.
The client had an incumbent method – surveys were conducted with customers through multiple channels, but well after the event. This made it impossible to respond immediately to particular customer cases, and in addition, the contact centre was receiving feedback from customers with such a delay, it was being ignored.
VIRTUATell’s real-time automated survey solution was easily integrated into the existing contact centre ACD and CTI technology. This offered a survey to the customers as they entered the call centre queues and they were transferred or called back straight after the call. It allowed customer service agents to spot defection to a competitor on a per-customer basis, and facilitated immediate follow-up on any issues. In addition, real-time alerts notified them of issues immediately, greatly decreasing the number of dissatisfied customers overall.
To deliver on their combined objectives VIRTUATell developed a tailored solution that allowed us to measure the customer experience throughout the process while the change was being implemented. Bespoke surveys were created to measure before, during and after. A key feature was the real-time results – the client was keen to measure the activity as it progressed, and fix any mistakes or missteps as they went along. In addition, keeping the amount of time a customer spent giving feedback to a minimum was important, so verbatim comment were only asked for if the satisfaction score was low.
The qualitative and quantitative feedback has resulted in the client being able to make a plan for future investment within the company. This has further shown to their the customers that the client in question has rebranded not just in name, but in service quality.
With a mix of quarterly surveys and sample calling, the previous measurement methodology had been expensive. In addition, because of the lead times it was challenging to implement learnings on new initiatives, and projects were often completed before the results were available.
VIRTUATell implemented a journey based real-time automated service to deliver meaningful results immediately after a visit or call. Scores and verbatims were analysed and escalated to fully understand issues and with the ability to track the success of new initiatives be able to quickly implement changes. Alerts allow the client to deal with customer satisfaction at a truly granular level by being notified in real-time of any customer issues.
The program success meant engineers requested that all feedback was reported back to them, not just positive as was the original plan. This has resulted in an increase in the Net Promoter Score™ by 8 points, hitting an all time high. And the Engineers’ bonus scheme is now linked to the quality of customers’ feedback driving record employee engagement.