85%
Success rate in the claims reference capture
20%
Reduction in the average handling time of claims calls
1 week
Fall in average time to claims resolution fell by over a week
Customer Feedback Software
If you want better feedback, ask better questions. Gain real insight into the voice of your customer and improve your customer journeys with a powerful customer feedback platform.
Customer Feedback Software
If you want better feedback, ask better questions. Gain real insight into the voice of your customer and improve your customer journeys.
Get more value from your feedback
Are you asking the right questions at the right time? Customer Satisfaction can be important to know, but Net Promoter Score and Customer Effort can tell you which parts of your customer journey are working and which are not.
Many companies just don’t know which data to collect, or they struggle to apply it to their business to make improvements. That’s where we can help you ask the right question in the right way to gain the value you want to achieve in your business.
Collect the right feedback
We have relationships with all the major customer feedback software providers in the market, and we’re solution agnostic, meaning we can recommend the best customer feedback platform for your needs.
Across every channel
Collect feedback across any or all customer contact channels, including email, SMS, telephone, chatbot, website, and live chat.
In real time
Real time analytics mean you don’t have to wait hours or even days to spot the problems in your contact centre customer journeys.
Analytics, reports and dashboards
Easy to read dashboards and real time reports allow you to see the trends and spot important issues quickly, allowing for speedier resolution.
Better, more informed business decisions
Are you struggling to collect and use the right customer feedback? We help you to build customer feedback loops that work. We assess your business goals and help you collect the data you need to uncover and fix the points of friction in your customer journeys. We help you analyse and apply the data so you can make the right improvements, based on our Engage-to-Influence™ methodology.
How it works
We’ve developed a rigorous process to ensure we build the right customer feedback management tool for your business.
- Discovery – a deep dive into your business needs, digital strategies and existing tech stack.
- Requirements gathering – from your internal stakeholders across the business.
- Market analysis and recommendation – we’re solution agnostic, so we only recommend the customer feedback software solutions we think are the best fit for your needs and budget.
- Design and customisation – we can customise any solution to suit your needs and maximise your ROI.
- Implementation – we can take care of all the implementation for you, offering a complete turnkey solution for your new customer feedback management tool.
Features & Benefits
- Ask the right question to gain the insight you need
- Collect and analyse data in real time
- Collect data across all customer contact channels
- Access reports, alerts and dashboards so you can uncover and solve issues in your customer journey
- Years of experience consulting on customer contact technology
- An extensive network of all major customer feedback software providers
- Expertise and experience to build effective customer feedback loops that will improve your business
- We’re independent, so we only recommend the best solution for your needs and budget
Cutting claims contact costs for Legal & General
Legal & General’s (L&G) home insurance claims department needed to reduce its average call handling time (AHT) and reduce contact costs.
We listened to live claims calls and analysed customer feedback. Then we redesigned the claims handling process and implemented a service that assigned customers their own dedicated claims advisor they could reach through a new Interactive Voice Response (IVR) system.
