Your Contact Center Sets the Tone for the Overall Customer Experience

There is no doubt in the linkage between the quality of your service and support experience and customer loyalty. Our own research has proven that a poor service experience can impact a customer’s future buying decisions in as little as three months. Responding to issues while they still matter to the customer not only improves your support performance scores, but drives customer loyalty and business profitability. And, proactively taking the right steps to optimize the service experience pays huge dividends down the road.

Do you know what your customers think about your service experience? More importantly, are you ready to take action to improve it?

Satmetrix Net Promoter Software: Answering the Ultimate Question for Service and Support

The Satmetrix Net Promoter software suite [LINK TO PRODUCT OVERVIEW PAGE] is the only customer feedback solution that delivers full process support for the four things you need to do – and do well – to build a successful customer experience using Net Promoter:

• Reduce churn and build stronger customer loyalty
• Put customer loyalty to work
• Use customer insights to steer your success
• Drive customer obsession across the business

Developed solely for customer-obsessed companies that want the greatest benefit from their Net Promoter program and supplemented with recognized expertise, Satmetrix Net Promoter software gives service and support organizations the capabilities they need to understand support relationship and how it affects your overall business. And unlike solutions that simply deliver passive analytics, Satmetrix’s action-oriented technology gives your organization a path to accountability and improvement.

What Sets Us Apart

• High volume, multi-modal data collection — Collect data continuously via email, or web, IVR, SMS/Text Message, telephone-based interviews, and interactive communities
• Empowerment at the front line — Actionable insights are delivered straight to employees so they can take immediate action, creating more promoters and rescuing detractors
• Flexible dashboards and reporting – Evaluate performance in the same way you run your business: by agent, team, region, customer type, product, etc.
• Accountability for your team and outsourcers – Understand how your front-line staff delivers to customer expectations
• Linkage to business metrics – Understand how operational metrics such as time-to-resolution affects loyalty
• Mobilizing promotesr — Build your program with ways to nurture promoters and generate positive Word of Mouth and referrals through social media
• Integration — Integrate with your existing technologies for seamless operations
• Industry benchmarking – Compare your company’s performance to benchmarks across 18 industries

Ready to start a conversation?

Call us at 888.800.2313 (North America) or +44 845 371 1040 (outside North America) or contact us here