Voice of the Customer’s models must evolve. Current systems are expensive, require the customer to do an investment of time and a high effort (answering long and complex questionnaires) and above all, they are not geared to action and offer no response to customers who interact with the company.
After the survey, the customer gets, no matter what your answer, the same message: "Thank you" (sacar un juego de comillas) and nothing else happens to your feedback.
VoC new models should allow companies to capture customer’s feedback on any channel regarding any topic, quickly and easily for both, the company and the customer.
Real Time Voice of the Customer projects allow companies to implement an advanced system for capturing and managing customer voice, combining best practices and advanced capabilities of technological solutions in SaaS mode.
The Real Time VoC model of IZO is based on the following:
1. Maximizing the number of customer interactions across multiple channels (web, email, QR codes, SMS, social networks, fixed and mobile devices, applications, etc.).
2.Generating, editing and controlling each designing individualized talks with each customer designing personalized answers according to the customer’s feedback, establishing a two-way communication with the customer in real time to take every opportunity to contact and create a relevant communication to both sides resulting in a closer link between customer and company.
3. Converting the interactions in sales through interaction tools associated with feedback that can generate leads, customer retention, cross-selling, etc.
4. Pressing the feedback within the organization, distributing the relevant information to the right people in real time to generate immediate responses and customer actions