Customer Success Stories : Nuance Communications
Increasing customer loyalty and satisfaction with a closed-loop feedback process
Nuance Communications implemented a feedback program that rationalized existing surveys and mapped functional team roles to drive feedback workflows. Very careful tracking of follow up ensured buy-in throughout. The robust program relies heavily on automated workflow for closing the loop. Nuance use comprehensive role-based dashboards and reporting that are supplemented by Text Analytics. They also use an eNPS process and send out the survey in multiple languages.
Dramatic NPS Increase
Learn how Nuance Communications increased NPS by 25 points in just the first six months.
Nuance Communication’s robust program captures the full experience rather than isolated experiences.
Learn how automated routing for closed loop is a CX game changer.