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Pivotal Voice of the CustomerYour customers are speaking right now. Are you listening?
Modern, digitally-connected consumers demand personalised and relevant experiences that address their individual needs and meet their unique preferences. They also expect brands to keep pace with their evolving expectations in real time.
Contact centres in particular face a significant challenge managing the explosion in customer data and multiple channels in an increasingly digital era.
To uncover the unique consumer insights that create compelling customer experiences (CX), contact centres require intelligent, customer-centric solutions that deliver individualised engagements across all touch points.
Centralised customer intelligence capabilities can create an individualised customer profile to target consumers with personalised and relevant recommendations, content, messaging, offers or engagements, which drives brand loyalty and produces a return on investment.
Customer-centric service design
Pivotal Voice of the Customer (VoC) is a cloud-based customer survey solution used to gather customer feedback. These insights enable organisations to hear and understand their customers’ voices to more effectively deliver hyper-personalised and hyper-relevant engagements and services.
Pivotal VoC leverages proprietary software to deliver a multi-channel survey offering that engages customers at various touch points along their customer journey, regardless of their preferred channel.
The benchmark survey design creates statistically-sound, bias-free data that reveals insights that can inform and craft relevant and personalised services and engagements to enhance CX and elevate customer satisfaction.
Our industry-agnostic hosted solution means the methodology and system translates easily across multiple organisations, from telecommunications to financial services and logistics and more.
Reveal the Voice of the Customer
Benefits:
Hear your customers in real time
• Hear every voice and ensure every voice matter• Measure the voice of the customer correctly from the outset• Understand the factors that driver customer satisfaction and dissatisfaction• Leverage customer feedback to drive change• Understand the root causes of dissatisfaction• Identify repeat poor performers and engage in effective rehabilitation practices• Implement proactive customer interventions to improve retention• Reduce escalations and brand damage
Understand customer preferences
• Gather information to determine what customers actually want or need• Understand your customer through data visualisation and analytics for a clear picture of what your
customers are saying
Improve organisational performance
• Measure performance against benchmarks using customer feedback• Improve agent performance by measuring each individual contribution to the voice of the customer• Improve first-call resolution by understanding where and why customers’ expectations were not met first time around• Provide real-time insights to empower agents and staff to take dynamic action and adapt and respond in real time• Create personalised and targeted training for teams or individuals• Differentiate through customer journey mapping to build CX strategies • Save costs through increased efficiency while simultaneously creating customer value
Features:
Plug and play
• Cloud-based native integration into most major contact centre, CRM and internal technology systems builds robust VoC programmes
• Plug and play deployment capabilities for rapid rollout when provisioned as a full turn-key offering
Multi-channel customer intelligence
• Segment data per individual or aggregate information to provide a flexible view of the customer• Sentiment analysis can systematically translate various responses into measurable results to add to digital channel
engagement data to determine exactly how customers feel
Enhanced reaction and response
• Built-in experience recovery tools manage individual cases• Automatic escalations and closed-loop feedback ensure recovery from failures all in one system• Root-cause analysis means real customer pain points can be resolved
Real-time feedback
• Automated real-time feedback provides notifications about low scores in under a minute• Multi-channel surveys listen to your customers from wherever they choose to speak• Measure interaction quality with a solution that adapts to every customer touchpoint in your organisation• Reveals VoC from every angle to offer a strategic view of the operation, or to mine down per agent or resolution code
for granular insights• Role based reports show every person in your organisation exactly what they need to see to manage CX• Measure call outcomes and rate agents based on specific metrics or KPIs, including empathy, product knowledge,
customer feedback or recommendations, among others• Access NPS, CSA or Customer Effort Score (CES) results per client, product, service or touchpoint to gain deeper
insights into your organisation• Predesigned reporting and analytics ensure contact centre managers have the best information at their fingertips
Connect with us
Pivotal DataSilverpoint Office ParkBuilding No. 122 Ealing CrescentBryanston010 476 0300
Pivotal VoC is enabled in partnership with Smoke Customer Intelligence, a technology company that enables customers
to improve their VOC initiatives through their proprietary platform, Eyerys.
