USE THE NEXT GENERATION IN CUSTOMER FEEDBACK TO REVOLUTIONISE YOUR BUSINESS

As the leading loyalty card provider, best in class service is an absolute priority. And with consumers using multiple channels to both use their cards as well as contact our client, we had to ensure we took our questions to their customers, and not expect them to come to us.

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 insurance industry is extremely competitive, and one in which customer satisfaction is a crucial factor. As one of the largest insurance providers, our client needed to not just measure satisfaction, but to understand what service improvements were required to increase it.

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.

One of the largest financial companies in the world was in the process of restructuring and rebranding their credit card arm. During this time it was of the utmost importance that the company could make sure the changes would not result in lost customers. In addition they wanted to incorporate metrics by which they’d be able to judge the restructuring a success

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.

One of the leading global utility suppliers was suffering from the classic service problem – when their engineers visited customers on-site, they found it easy to assess the success of their visits. However, when helping customers over the phone, it was far more difficult to make that judgment. Therefore they struggled to implement changes.

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.