LOWER CUSTOMER CARE COSTS: BUILD STRONGER CUSTOMER RELATIONSHIPS
Companies that provide superior customer experiences are more profitable, because acting on customer feedback grows loyalty and revenue.
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BOOST CUSTOMER LOYALTYSegment customers based on their interaction with your brand. From quick questions to major complaints, understanding and responding creates a deeper connection with consumers.
- Evolve your approach by delivering better experiences based on real-world feedback
- Strengthen relationships by engaging customers in authentic ways
- Humanize your brand by surprising and delighting customers by letting them know you are listening
TURN BRAND DETRACTORS INTO PROMOTERSExceptional customer care turns detractors into promoters, grows revenue, and reduces churn. Measure and report on how your care efforts move the needle on these KPIs by tracking sentiment and passion over time.
- See how customers talk about your brand before you reach out, at the point of engaging, and after resolution
- Report the impact of your care program and how your efforts are building loyal customers
FUNNEL FEEDBACK TO THE PRODUCT AND SERVICE TEAMSAccording to market research 74% of people that shame a brand believe it will lead to better service. Use a data driven approach to drive product and organizational improvements that enhance customer satisfaction and loyalty. Then track progress on service improvements.
- Represent the voice of the customer and prioritize product and service enhancements
- Find opportunities to improve the customer purchase and activation experience
- Optimize business processes to shorten response time, reduce case volume, and improve sentiment