All the data captured by your customers can be aggregated and analysed centrally to provide you with great trends on a daily, weekly or monthly basis.
All Reports are available from any browser, at anytime from anywhere, with the highest level of reliability.
The Service Request (SR) application
The Service request app is a form management platform that significantly speed up customers requests and help you manage them more efficiently.
With the centralized reporting capabilities, you have the complete visibility on all requests and can therefore prioritize them based on urgencies.
Service Request will help you improve existing fulfilment processes, which in turn, will translate into a better customer experience.
Reports are available from any browser, at anytime from anywhere with the highest level of reliability.
They can be customized to your own needs and can be scheduled on a daily, weekly, monthly or for specific dates to be shared with the groups or individuals responsible for addressing the requests.
Alternatively, you can also integrate the data received into your proprietary ERP systems.
Voice Of The Customer Surveys
Our Voice of the Customer Survey solution helps you manage highly targeted surveys from a central portal. Surveys can be created and pushed to customer’s device in minutes.
With Voice of the Customer Survey, you can send a specific, concise and highly relevant survey to each customer:
- Surveys can be pushed based on the last interaction your customer had.
- They can also be specific and relevant to their account profile.
- Additionally, based on your customers preference, you can send the survey to the communication medium of their choice.
- This highly targeted approach means that you have now access to customers high quality feedback, useful to address the process gaps that has been identified.
- Reaching your customer on the channel they want and gathering feedback right when it is fresh in their mind, translates into a higher propensity to answer your questions, triggering a higher response rate.
The Voice of the Customer portal allows you to aggregate and analyze responses in a very concise way. Results can be easily downloaded in the format of your choice and can be pushed to predefined groups or individuals or simply sent to your proprietary reporting servers for easy integration.
Issue Reporting
If you have a customer support call centre, this solution will help you triage the issues customers are reporting in a very efficient way while minimizing the cost of support.
With Issue Reporting mobile application, customers have the convenience of capturing anywhere, anytime the issue that needs to be addressed, without the need to be connected to a network or call your customer support group. On the next connection of the device to any network, the issue report will be submitted to your company.
Customers can also choose the time and the day they will be available for a call back to discuss the resolution of their issue. Adding convenience to the process!
The issue reporting form is responsive, that means customers can answer a few questions that will automatically help identify the topic of the issue they want to report.
Upon submission and based on customers response, the identified issue can be directed to the appropriate group to address the customer’s concern.
You can choose to call the customer back if need be, or simply push the resolution directly to their mobile device app or email.
Note:
App uses location in background mode which can dramatically decrease battery life.