More Digital Messaging Channels + Less Friction = More Actionable Feedback (With Minimal Effort!)
Customers seek easy, frictionless experiences. With a holistic VOC that is designed for digital-first omnichannel feedback, you can reduce customer effort throughout the customer journey – resulting in greater customer loyalty and lower service costs.
Recognize and resolve issues before they impact CX, using personalized, omnichannel surveys.
Drive Customer Loyalty
Improve all the metrics that impact repurchase rates and customer loyalty: CES, CSAT, NPS.
Reduce Service Costs
Use holistic VOC data to decrease repeat calls, escalations, and channel switching.
According to Gartner, “By reducing customer effort, service organizations can deliver higher-quality interactions and lower costs.”
Magnify the Positive Impact of Customer Loyalty Beyond the Contact Center
What do customers consider a high-effort experience? Channel switching, having to repeat information/interactions, disconnected service, and generic surveys.
NICE holistic VOC enables omnichannel collection of direct, indirect, and inferred feedback, combined with operational data, to deliver a full picture of how customers perceive their level of effort throughout the customer journey.
When you are able to collect feedback when and where your customers are, it is easier for them to respond, and easier for you to put their feedback into action. NICE holistic VOC enables digital and mobile-first omnichannel feedback collection through:
- Social messaging (WhatsApp)
- SMS (web & conversational)
- IVR (built-in)
- Indirect feedback: any stream of text, recorded or transcribed speech
- Operational data
Predictive and Prescriptive Analytics for Actionable Insights Across the Customer Journey
With NICE holistic VOC, you get predictive and prescriptive analytics unified across the customer journey. Actionable insights and alerts help your team to proactively identify and resolve issues—with minimal customer effort.
Through role-based dashboards, executives, team leaders, and agents can gain insight into how customers perceive their level of effort in real time, from the journey level down to individual interactions, so they can each take the right actions at the right time to transform CX.
Automatically send invitations when customers are most likely to respond—at the end of a chat. Collect both relationship and touchpoint feedback, hassle-free.
Enlighten AI Feedback for Frictionless, Hyper-Personalized Experiences
With NICE Enlighten AI Feedback, you can proactively close the loop with more customers using hyper-personalized, contextual surveys delivered in the channel of convenience – so you can recognize and eliminate issues fast, without inconveniencing customers.
Close the Loop on Customer Issues and Drive Strategic Change
with the only complete and integrated holistic VOC solution, driving performance outcomes from the contact center, and beyond.