Benefits
ServiceTick is delivering real value to our business customers. We’d love to talk with you about how we might be able to help you in the following areas.
Customer research and insight benefits
- High volumes of immediate research, enabling you to find out what the majority of your customers are really thinking. Research is therefore statistically sound.
- Faster results turnaround compared to phone and mail surveys, less labour intensive and more cost effective.
- A customer’s online experience is not interrupted, as feedback can be gathered via email.
- If feedback captured via IVR, customer responses can be stored as WAV files and played back later.
Customer service benefits
- Improved customer experience leads to increased conversion and improved customer retention and customer service.
- Alert facility to take immediate action with online customers who need rescuing - before they take their business elsewhere. Rescued customers become strong brand advocates.
Operational benefits
- Benchmark service levels across your own brands, channels, products, teams and individuals.
- Identify performance trends across your distribution channels and products.
- Compare service levels given by individual members of call centre staff, or across entire call centre teams.
- Can reduce the amount of time spent on test calls, silent monitoring and reviewing recorded calls.
- Call centre staff unable to cherry-pick which customers give feedback.
Wider benefits
- Understand how customers react when you change pricing or product features.
- Understand the true value of marketing campaigns by measuring any impact on a customer’s propensity to purchase.
- Identifies any screen-scraping activity on your website.
- Ease of implementation - the ServiceTick web service means you can be up-and-running in a matter of days.