Custvox methodology framework-v1-2-1
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Custvox methodology framework-v1-2-1

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    Custvox methodology framework-v1-2-1 Custvox methodology framework-v1-2-1 Presentation Transcript

    • CustVoxMethodology Framework
    • 1
      2
      3
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      Capture
      Analyze
      Integrate
      Improve
      Measure
      CEM Methodology
    • Enable your customer to interact with you…
      Whenever, wherever and however he wants!
      Capture
      Call Centre
      Email Contact
      Shop
      Customer Visit
      Website
      Social Network
      Enable your company to capture the voice of its customer in real time.
    • CustVox offers an easy-to-use, multi-language application with multi and cross channel capabilities
      The voice of the customer is captured 24 / 7/ 365 from any available channel in real time and stored into a central repository for analysis…
    • Analyze
      Allowing real-time analysis of:
      Customer satisfaction level
      1
      Important drivers of satisfaction and dissatisfaction
      2
    • CustVox offers state of the art technologies to:
      Mine & analyze unstructured information
      Segment demo and psychographics
      Generate reports and triggers to gain insight
      Detect the importance of the information and understand drivers of satisfaction / dissatisfaction
      1
      2
      3
      4
    • 1
      Integrate analytic findings into your organization
      Integrate
      2
      Avoid analytic paralysis and make the findings immediately usable and actionable
    • CustVox offers:
      A Service-Oriented Architecture for easy integration in existing IT systems
      Software as a Service for quick deployment, flexibility and cost effectiveness
      1
      2
      CustVoxdelivers:
      The right information, to the right people, at the right time.
    • Improve
      Increase retention and loyalty
      Reduce churn and costs
      Discover new revenue streams
      Improve processes
      1
      2
      3
      4
    • CustVox helps your company to:
      “Close the loop”: listen, act and communicate back on a 1:1 basis
      Improve your organization’s structures and processes
      1
      2
      • Supports improvement programs resolving structural issues
      • Provides valuable insight into improvements to enhance the customer experience and increase loyalty
      • Helps discover and prioritize issues that lead to a decrease in customer satisfaction and consequently, loyalty.
    • Measure
      You can’t manage what you can’t measure!
      Enable real-time evaluations at the ‘moment of truth’.
      1
      Measure KPIs, 6 Sigma, NPS, Norton/Kaplan Balance Score Card, etc.
      2
      Measure improvements in efficiency and value created.
      3
    • CustVox offers:
      Unique and user-friendly customer experience dashboard with personalized KPI integration
      Real-time reports on touch point performance
      Real-time report on product satisfaction
      Real-time report on product experience
      1
      2
      3
      4
    • Capture
      Analyze
      Measure
      Integrate
      Improve
      CustVox lets your customers drive.