Struggling to understand your customers’ needs? We can help.
Capturing the “Voice of Your Customer”
We help companies create and maintain a lifetime relationship with their customers by using research and analytical techniques to develop effective, market-based strategies. We provide the tools needed to thoroughly understand and profile customer needs across the lifecycle: acquisition, service, growth and retention.
Convergys will partner with you to:
- Develop and implement integrated customer experience survey programs
- Perform marketing research, analytical benchmarking, process improvement and customer loyalty best practices
- Capture and integrate research data from multiple channels, including telephone, online and interactive voice response (IVR)
- Disseminate “voice of the customer” feedback so that the right people get informed at the right time
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Learn how Agent Performance Management serves as a critical leverage in improving Customer Satisfaction
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Our Portfolio of Solutions Includes
Convergys’ proprietary post-contact survey solution measures and improves customer satisfaction with a specific business process. Within hours of the contact, customers are invited to participate in a survey about their experience. This solution, called POSE, is a transactional satisfaction survey tool that helps drive service delivery improvements at multiple levels. Statistical linkages between “voice of the customer” and operational, behavioral and/or financial data help target action efforts.
POSE delivers:
- Proactive Churn Intervention: Automated email proactively notifies individuals of a dissatisfied customer
- Tiered Real-Time Reporting: Our online portal delivers customer feedback in realtime so the right people are informed, immediately
- Multichannel Surveying: Our Philippines research center saves our clients 30-40% in telephone data collection
What your company does early in the customer lifecycle can help nurture strong customer relationships in the long run. Our welcome survey calls increase customer satisfaction and brand loyalty, identify customer issues before they develop, and prevent customer complaints. With minimal effort, your organization can touch 90% or more of your new customers.
Welcome Survey Calls enable you to:
- Proactively reach out to new customers within a short time period
- Proactively address service or quality issues
- Minimize customer defections and complaints
- Minimize store follow-up visits or call center contacts
Our tool integrates with cutting-edge statistical modeling techniques allowing organizations to focus on the holistic customer. By applying the “voice of the customer” to macro- and micro-levels of the organization, our strategies create an enterprise-wide solution that is fact-based, actionable, and measurable.
Solution components are designed to:
- Understand and track factors leading to favorable assessments of loyalty
- Examine perceptions of products in comparison with those of competitors
- Determine interaction loyalty levers and understand perceptions of performance in each area
- Identify issues requiring attention and performance factors that can be leveraged in promotional materials
- Link customer loyalty to financial performance
