The CustVox system can be implemented in less than 6 hours to start collecting feedback from the client's customer base, using a wide variety of different communication channels, including social networks such as Facebook.
Within five days, CustVox can define the status quo of the organization, analyzing its existing environment, identifying the touch points with its customers, understanding the process and identifying the data sources. The result of this process is a current status analysis of the company that will be the starting point for the CEM project.
The CustVox platform enables companies to capture, manage and analyze customer complaints, compliments, comments and survey responses from across all touch points, using a single knowledge engine. The system condenses a huge volume of customer information for decision makers to analyze and act on quickly. Listening to customers and thoughtfully responding to their needs places the company in a more favorable position to develop trusted relationships with them.
Listening to the customer means considering all channels, whether the input is direct (such as via email) or not (such as in social conversations), offline (via phone calls) or online (via the internet).
It is important to take a methodical approach to integrate cross-channel customer feedback management, as it is critical to track what customers are saying within the whole social environment.
The integration of these findings with information from other channels offered by CustVox allows the client to make decisions accordingly with combined insight. On top of this, timely reaction to customer input is core to fostering trust with them and increasing customer satisfaction and loyalty.