Industry analysts stress the importance of great customer service. Not only has the proliferation of social media and mobility widened the scope in which customers can communicate, but customers are expecting more from their service providers.
In the era of big data, businesses and customer service representatives can easily get lost in the overwhelming amount of customer feedback. With the continued economic downturn, it’s more important than ever for businesses to implement solutions that improve employee efficiency and management.
Confirmit, a software provider specializing in customer experience, employee engagement and market research, has introduced a solution that will help companies stay in-the-know about useful data and more importantly, its customers.
Confirmit has introduced an enhancement, Active Dashboards, to its existing VoC solution, Confirmit CustomerSat. The addition will give employees the ability to visualize feedback data in a personalized and interactive way.
Users will also be able to share VoC data for analysis, reporting and action management.
The Active Dashboard solution gives each individual employee a view of customer feedback that pertains specifically to their role in the company. Employees can personalize their dashboard with color charts, tables and widgets so they can easily and efficiently analyze and visualize customer survey data in real-time.
What’s more? Employees can manage their customized dashboard without the help of an IT specialist. The drag-and-drop feature allows users to change features quickly. For example, users can choose from a set of pre-defined VoC widgets, such as a Key Metrics Scorecard, NPS Gauge, and Voice of Customer Table.
"Active Dashboards make it even easier for our clients to derive actionable insights from the Voice of the Customer," said Peter Myklebust, CTO at Confirmit.
"The latest updates to Confirmit CustomerSat enrich the solution with advanced technologies that make CustomerSat's powerful reporting dashboards even easier to use and share, offering our clients more ways to leverage VoC feedback to positively impact the customer experience,” he added.
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