Qualtrics Voice of the Customer filters customer feedback into intelligible and actionable initiatives for companies who want to be aggressive about customer satisfaction.
Voice of the Customer
Actionable Data
Make your surveys smart. Our clients are using the VOC system to send automatic customer satisfaction surveys to their customers after they visit your website, make an online purchase, or register a new product. Integrate data of all kinds to make sure you are reaching the right customers. You can separate those who have recently purchased your products or services from those who you have not heard from in years. These surveys are personally addressed to the individual while asking specific questions based on the customer's recent purchase or request. With data integration, you can transform your surveys to be even more effective and get immediate reports to save a customer or capitalize on an opportunity.
CRM Integration
Our Voice of the Customer (VOC) monitoring system allows data integration to any CRM solution. We have experience working with Siebel, Microsoft, PeopleSoft, SalesForce, etc. Customer satisfaction surveys can be sent automatically and on a continual basis without human attention. Sophisticated customer tracking and survey options may be used to customize and pre-populate the questionnaires based on the individual's CRM or account information.
Piping Text
No more surveys to "Dear Recipient," because with Qualtrics you can pipe text into a question that will impress respondents. Instead, a customer taking a survey will read: "Mr. Smith, we would like to personally thank you for your couch purchase last Saturday. Please take some time to give us some feedback on your purchasing experience." Piping text can be carried throughout your survey and will help your customers know you care, even as you are collecting feedback. Qualtrics allows to to project a personal relationship with customers.
Customer Library
With dozens of questions already in our Qualtrics Library, these pre-written surveys can work as a great foundation for your qualitative or quantitative VOC feedback. They can also help you with proper wording and scales within surveys. With this type of direction, you can jump-start your customer feedback.
Best Practices
Successful companies understand the importance of the Voice of the Customer (VOC). Our professionals have over 25 years of experience consulting with Fortune 500 companies. Companies who use Qualtrics Research Suite know more about what their customers are really thinking. We give our clients the methods and processes to maximize their customer interaction and gather the most appropriate data possible for corporate decision making.
Our VOC integrates customer satisfaction surveys with needs analysis to fix gaps in the competitive environment.