Customer Satisfaction

Submitted by Anonymous on Wed, 06/16/2010 - 08:41
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Cross-Channel Insights to Drive Real-Time Impact

The quality of the experience customers have when they interact with your company has a considerable impact on business performance. While a positive customer experience fosters loyalty and increases customer lifetime value, a negative customer experience leads to customer churn and lost revenues. NICE Customer Satisfaction, part of the NICE SmartCenter Suite, enables you to continuously gauge your customers’ experience, identify root causes of customer dissatisfaction, and take action in real time to proactively improve the customer experience.
Measuring customer experience is a continuous challenge. Some companies conduct customer surveys to gauge customer satisfaction and attitudes. But this kind of direct customer feedback usually only samples a small number of customers.
 
Since the contact center is typically the main hub for customer interaction, it is the best place to look for a true picture of the customer experience. Recording, analyzing and extracting insights from customer voice and text interactions as well as from direct customer feedback, enables you to measure and significantly improve the customer experience. NICE Customer Satisfaction does just that. Leveraging technologies like speech analytics, emotion detection, call flow analytics and text mining, it automatically measures various customer experience-related key performance indicators (KPIs) and presents them in a clear and concise dashboard format.
 
When NICE Customer Satisfaction registers customer dissatisfaction, its comprehensive root-cause analysis tools help uncover its source— often flaws in products, services, processes or individual agent performance. Drilling down and playing individual calls provides additional first-hand insight into the customer experience and agent behavior. NICE Customer Satisfaction then uses real-time speech analytics to provide agents personalized real-time guidance and access to relevant data just as they need it, enabling them to take the next-best-action that would improve the customer experience.
NICE Customer Satisfaction offers a powerful contact center solution to improve customer experience by accurately measuring CSAT scores, finding the root cause of customer dissatisfaction and immediately impacting every customer interaction.
 
  • Impacts customer experience in real time, ultimately improving satisfaction, retention and loyalty
  • Accurately measures and improves various customer experience metrics such as transfers and escalations
  • Provides a holistic view of the customer experience across multiple touch points such as email or chat interactions that are escalated to a phone call
The NICE Customer Satisfaction solution provides companies with effective tools to measure, understand and improve customer experience.
 
  • Identify and measure customer dissatisfaction across calls, emails and chats
  • Detect and measure customer escalation requests
  • Find root causes of customer dissatisfaction
  • Identify agents that contribute to customer dissatisfaction
  • Guide agents in real time to the next-best-action
  • Integrate with NICE Customer Feedback to leverage customer survey data