No-nonsense ‘Voice of the Customer’
and ‘Voice of Employee’ programmes
We work with companies that:
- Are worried the customer is not at the heart of everything they do
- Can’t see where to begin the process of service improvement
- Are concerned about the best way to reduce complaints
Solutions
Voice of the customer Multi-channel surveys that gather insight in real-time and prompt action that that demonstrably improves CX
Voice of employee Listen to your staff to improve employee engagement and transform culture
Customer recovery Respond in real-time to disgruntled customers to reduce complaints and improve advocacy
Agent performance Identify strengths and weaknesses of colleagues based on customer feedback; focus training accordingly.
Voice of the customer
Customer satisfaction is acknowledged as the most important metric in UK contact centres. The best way to find out if your customers are satisfied is by asking them. NPS, Effort and CSAT questions combine with free text comments to give you a real-time view of how your customers feel; and will give you the insight you need to improve customer experience, loyalty and advocacy.
Voice of employee
“The way you treat your employees is the way they will treat your customers”, said Richard Branson. You can improve employee engagement by knowing how your people feel. Having opened a channel of communication you can use it to build motivation, reduce attrition and drive and improved customer experience.
Customer recovery
Real-time data and voice capture means we can generate red-flag alerts to identify disgruntled customers. Re-engagement with dissatisfied customers will reduce complaints, improve advocacy and even win back business.
Agent performance
Real-time online reporting will let you see, at a glance, which agents are generating positive comments and which have development needs. We can even identify specific training needs for individual consultants, letting you focus valuable training resource where it is most needed
Trusted by some of the UK’s largest brands
The complete Voice of the Customer/Employee Toolkit
ServiceTick provides everything you need to create, deliver and analyse your customer/employee experience programme: Multichannel surveys; a dashboard that can be customised to match agent, team leader or insight manager needs; online reports that are updated in real-time and take you straight to the heart of the issue; categorisation and analysis of free-form feedback; online forms that allow you to capture actions arising from feedback; gamification to engage employees.
Want to see us in action?
Receive a personal demonstration from one of the team.