Customer
Xperience Blog
The ultimate blog source of experience and knowledge from the Home of the Voice of the Customer® – a VirtuaTell Trade mark
KISKIS – Keep it simple, keep it short
In most cases, customer experience surveys are too long. VirtuaTell has been a major campaigner to keep them short, using their KISKIS message – Keep it simple, keep it short. So, why should we adopt the KISKIS methodology? Survey response rates are falling fast Due...
Effects of Remote Working on Customer Experience
The COVID-19 crisis has introduced a unique set of challenges for businesses across the globe – particularly those that aren’t used to supporting remote customer service agents or even doing most of their work digitally. During the current lock down, it is vital for...
Advantages of SMS CX Feedback Surveys
In this systematically technical expanse of the 21st century ‘on-click’ world, call centers have boomed more than our imagination could ever surpass. However, the advancement towards an unimaginable mobile and time poor customer base has caused huge challenges for the...
Let Text Analytics Take Your Customer Experience to the Next Level
You may have heard of the terms natural language processing, text mining or simply, text analytics but how does it work and as a business, how do you take advantage of text analytics to improve and take your customer experience to the next level? The Importance...
Automated Surveys To Monitor Health & Wellbeing of Remote Workers
With the coronavirus pandemic prompting employers to vacate the workplace, there is global concern as to the health and wellbeing of remote employees now working from home. But is there more that Managers and HR professionals can be doing, through the use of automated...
What is the Price of Missing Out on CX Feedback Integration
Why is call centre integration of your CX feedback solution a must? Anyone not linking their customer experience feedback survey application with third party omnichannel contact centre solutions, such as Genesys Cloud, is wasting a unique opportunity to gain superior...
Are you GDPR and CCPA compliant?
The new GDPR regulations came into force on 25 May 2018. And on 1 Jan 2020, we have also seen the introduction of the CCPA. With all the false news, misleading blogs and opinions, it’s almost impossible to find out the facts and know if you are fully GDPR and CCPA...
VirtuaTell Continues the Evolution of Salesforce Customer Feedback
Our Synaptum® integration for Salesforce gives immediate access to omnichannel customer insight, collected automatically on any customer contact channel, delivered back to records and cases and with no agent selection bias.VirtuaTell drives the Evolution of Salesforce...
From Surveys to Conversations
Surveys have been a tried and tested method of understanding how customers think about you, and provide the insights needed to make the most effective improvements across the customer journey. Unfortunately, the cheap – or free - offerings from the likes of...
Customer Satisfaction 101: How to maximize customer satisfaction but still look out for number 1
We live in a digital age. The tools that we have at our disposal – from interactive software that can answer phone calls, to email newsletters and websites that can answer the vast majority of questions a customer might have –...
What’s the Future of Customer Feedback on the Utility Sector
Customer experience feedback is increasingly being identified as the main competitive differentiator for businesses and this is no different for the future of customer feedback on the utility sector. But many studies show that energy providers and utilities are...
Measuring the Customer Experience: How VirtuaTell Can Help
If you want to improve your company’s customer service operations, you first need to measure them. At VirtuaTell, our main focus is how we can help you to measure the customer experience via our omni-channel feedback surveys. These surveys help you to measure your CX...
