Voice of Customer analytics features have been added to Bright Navigator.
The newly added features offer clients:
- Automatic transcription – Converting recorded customer comments to text, enabling instant data mining as well as feedback to front-line staff, creating a self-correcting environment.
- Instant alerts – Complaints and retention teams receive instant notifications of customers being unhappy or threatening to leave (or any phrases they choose to monitor). It also allows automatic forwarding to other departments of customer feedback about issues outside the customer service operations.
Bright has previously shown evidence that improving service delivery can increase customer advocacy by 20-30%, with a key being “Voice of the Customer” programmes; sharing customer feedback with advisors on what makes customers happy or not.
By putting these programmes in place for clients, and also measuring customer spend for the customers surveyed, they have also proved average company sales increase by up to 10%.
Mats Rennstam
“These tweaks further strengthen the ability of companies to improve customer experience delivered by front-line staff,” said Mats Rennstam, Managing Director of Bright UK. “It also enables automatic feedback to other departments creating dissatisfaction, thus driving down the number of irate calls to the centres, for example about deliveries not turning up, websites not working, product faults, etc. Many clients consider speech analytics solutions for this functionality but cannot afford to spend 100s of thousands of pounds. The Bright way takes down the investment to a tenth of this.”
Author: Megan Jones
Published On: 23rd Jul 2014 - Last modified: 12th Dec 2018
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