Capture customer interactions and use this insight to improve performance
Consumer preferences and expectations in the modern, digital economy are constantly evolving. Accordingly, contact centres require the capabilities to deliver personalised and relevant services and experiences they demand. To do so requires managing the explosion in customer data and the channel fragmentation that has accompanied the digitalisation trend to reveal the unique insights that create compelling and memorable customer experiences.
This requires intelligent, customer-centric solutions that can segment customers at a granular level and orchestrate hyper-personalised and hyper-relevant engagements across all touch points to shape brand perceptions, drive brand loyalty, boost sales and deliver a return on investment.
Knowledge is power. You’d do better if you know better.
Pivotal Voice of the Customer is a cloud-based customer survey solution that enables organisations to hear and understand their customers’ voices to more effectively deliver these engagements and services. Pivotal Voice of the Customer leverages proprietary software to deliver an industry-agnostic, multi-channel survey offering that engages customers at various touch points along their customer journey, regardless of their preferred channel.
The benchmark surveys create statistically-sound, bias-free data that reveals insights that can inform engagement and craft relevant and personalised services and engagements to enhance CX and elevate customer satisfaction.