Customer Feedback

Submitted by Anonymous on Tue, 06/15/2010 - 10:54
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Timely, Meaningful Customer Feedback: The True Voice of the Customer

You know that customer feedback is crucial to understanding how well you meet customers’ expectations. But to use feedback effectively, you need two things: meaningful information and timely insight. If survey results aren’t delivered in a form and timeframe that serves your needs, it’s just too little, too late. NICE Customer Feedback delivers post-call survey data quickly and sensibly, making it easy to make business decisions that build customer satisfaction and loyalty.

 

NICE Customer Feedback is a post-call survey software that lets you easily collect comments from customers after calls or any other interactions with your business. Gathering opinions while the experience is still fresh in their minds improves accuracy. And seeing results promptly— instead of days or weeks after the information was collected— lets you address issues quickly.
 
Because NICE Customer Feedback is fully integrated with NICE Interaction Recording, individual post-call survey responses are correlated to specific interactions. With this visibility, you can fully understand the underlying factors driving customer perceptions and react effectively. Integration with NICE Quality Management automatically compares quality scores with customer feedback to ensure that evaluation guidelines align with actual customer expectations and perceptions. Adding NICE Interaction Analytics provides even deeper insight by analyzing free-form customer comments.
 
An integrated survey designer makes creating and modifying surveys fast and straightforward. Because you can run multiple surveys simultaneously, you can design highly targeted feedback campaigns reflecting diverse business objectives or departmental needs. There are no additional costs per survey with NICE Customer Feedback, so budget considerations won't limit your post-call survey programs. Conduct as many surveys as you need to get a full picture of customer opinion.
 
Being in total control of the NICE Customer Feedback system also means you don’t have to worry about the risk of exposing sensitive information when it’s stored or accessed off-site.

NICE Customer Feedback lets you:

 

  • Obtain fuller, sharper customer opinion sampling
  • Improve customer experience, fast, with immediate post-call survey results
  • Obtain rapid insight on new product and promotion performance
  • Experience interactions first-hand to understand customer responses
  • Measure key business drivers like customer loyalty, first call resolution and net promoter scores
  • Enhance NICE Interaction Analytics results with post-call survey information
  • Align quality management processes with customer expectations
  • Give agents first-hand visibility to how customers perceive their performance
  • Share customer feedback results throughout the enterprise in an easy-to-understand format
  • Launch as many survey campaigns as needed without paying additional per survey costs
  • Gain complete control of feedback and results; never worry about the risk of exposing sensitive information due to off-site storage

NICE Customer Feedback features:

 

  • Survey responses linked to captured interactions
  • Automatic quality evaluation and feedback score comparisons
  • Dynamic survey selection
  • Automated or agent-assisted routing
  • Direct call-in for non-call interactions
  • Voice comment support
  • Delivery of personal feedback results to agents’ desktops
  • No additional per survey costs
  • Integrated survey development tool
  • Out-of-the-box reporting templates
  • Full integration with NICE Interaction Analytics, Quality Management and Call Recording