Connecting the Dots and Closing the Loop
With new consumer habits, and new customer journeys – all rooted in digital omnichannel and increasingly reliant upon customer service – satisfaction and loyalty are more fragile than ever. Today’s digital-first customer can change brands with an easy swipe of the finger. If you are not collecting feedback matched to these new digital omnichannel journeys, and closing the loop on that feedback, your customer service teams could be fighting a losing battle for customer satisfaction and loyalty.
Customer service teams are on the front lines – a conduit to what customers value most. With a closed-loop feedback system, agents can be empowered to respond with understanding. That’s what makes a holistic VOC program so valuable. Rather than a limited view of individual touch points, agents’ understanding can be holistically informed – to close the customer feedback loop with meaningful actions that have the power to change the story. Every customer touchpoint can be informed and agile; proactive and intentional – to drive dynamic omnichannel experiences that transform brands at scale.
Find Out What is Impacting Customer Experiences to Lead CX Transformation
It’s been said that “actions speak louder than words”. Listening to the customer alone won’t make an impact. Taking action on that feedback with a closed-loop feedback system has the power to increase the value of customer service to the enterprise. With a comprehensive view of customer experiences, you can lead the effort to connect the dots, uncover blind spots, and fix broken journeys that are bringing CSAT scores down.
With a holistic view of customer experiences that includes all forms of feedback, you can reach out and proactively close the loop with customers when and where it matters most – at scale. Likewise, leveraging a holistic VOC program can help you improve agent performance with customer feedback built right into training and dashboards.
Impact Business Value and Inspire a Shared Understanding with Holistic VOC
A closed-loop feedback system can actually strengthen front line teams with renewed energy that feels strategically correlated to customer centricity. With NICE Satmetrix holistic VOC, you can connect strategies to customer input in order to enhance products, processes, and policies that reinforce and elevate the capabilities of customer service.
NICE Satmetrix holistic VOC powers your closed-loop feedback process with the ability to:
Define rules for triggers, owners, notifications, etc.
Optimize resources for recovery and execution
Develop training for alert owners
Harmonize process and structure towards CX impact