Current Situation
Few organizations have the ability to properly obtain and measure customer feedback in near real time. Feedback is often an afterthought and requires customers to recall experiences after the fact.
Goals and Objectives
Gather customer sentiment as close to the time of activity as possible, preferably within the channel used. For employee-assisted activity in a branch or contact center, integrate it with the mobile device for feedback.
Technology Deployed
SMS to provide the most universally available method for leveraging surveys and sentiment post transaction
The ability to leverage audio and speech as well as video for providing feedback on customer sentiment and identifying customer frustration early
Use Case Summary
Surveys historically gather information about how a customer’s experience has been but are often too late. The ability to get feedback in real time, either from the technology being used or from the customer directly, will close that gap and improve overall CX.