WHITE PAPER How to Capture CustomerFeedback to Gauge Satisfaction and Improve Retention Lorem Ipsum Dolor Sit Amet Etra Notros: Lorem Ipsum Dolor Sit Amet Et Alla Notros www.parature.com | 1.877.GO.PARATURE Parature White Paper How to Capture Customer Feedback to Gauge Satisfaction and Improve Retention Proactive Communication with Your Customers for Continuous Service Improvement If you’re leading an organization trying to survive and thrive in today’s uncertain economy, you know there are simple rules to follow: communicate with customers when and how they choose, strengthen your differentiation, and identify inefficiencies and act, quickly, to improve. Easily said, but, perhaps, not so easily done. Effective and profitable customer communications means reaching your customers and prospects where they are. Today, that means more places than ever before: Facebook, phone, Twitter, chat, e-mail, websites — the list of communication channels is long. Broadening what you do well, and where, and, listening and correcting what is wrong can be daunting. How do you know what is working and what is not? The stakes are high. You know you’re playing in an increasingly competitive marketplace, and that pervasive social media channels like Facebook and Twitter mean your business can be on top one day, and at the bottom the next. Your customer support team is your front-line offense and defense to managing customer retention, brand perception, and even new customer acquisition strategies. In short, listening to the Voice of the Customer (VOC) and delivering top-tier customer service is vital to driving new business. Friendly and accommodating phone conversations, although important, are not enough to reach best practices levels and, operationally, are frighteningly expensive. Every one-to-one customer service representative (CSR) interaction costs money, and each one deflected puts your service organization on a path to increased profitability. Customer service organizations need more than email and the telephone to truly serve your business well, especially since today’s Web-savvy customers prefer other ways to communicate. Discovering what works for your customers, segmented by your relevant demographic information is essential to driving success. Parature Customer Service™ software is a completely integrated suite of service and support applications that provide the tools you need to implement and execute top-tier customer service, end-to-end — all available in a Web-based environment. Parature Feedback™ and Parature Survey™ are application components of the Parature suite, and are focused on helping companies implement a continuous feedback and survey process that incorporates the VOC into your operational and support activities, putting you on the path to becoming a more customer-focused organization. In the end, you will protect your company’s good name, turn satisfied customers into devoted evangelists, and drive new business. Real-Time Feedback for Actionable Support Improvements Parature Feedback™ and Parature Survey™ provide organizations everything they need to collect timely customer feedback, perform in-depth analytics and then rapidly evolve unique workflows to make immediate changes that, not only improve efficiency, but impact top and bottom lines. Whether you want to instantly measure CSR performance at the end of a chat session or create a detailed survey as a follow-up communiqué with customers, Parature helps you obtain the information you need to strengthen your support team, grow customer retention rates and increase business. www.parature.com | 1.877.GO.PARATURE Parature White Paper How to Capture Customer Feedback to Gauge Satisfaction and Improve Retention Parature Customer Service software integrates a customer portal, knowledgebase, ticketing, and a host of other modules in one dynamic, tightly unified system that manages and reports on all of your support activities so you can continuously improve. Parature enables businesses to extend support activity to every channel available to customers today, so companies can be where their customers are, and give them the power to choose when and how they conduct their interaction. Parature supports channel communications through the Web, e-mail, phone, Web- based product embedding, Facebook, Twitter, chat and more. “A current customer recently spent 10 minutes raving to a potential customer about how good our customer service is. A lot of that is due to the change in methodology and using Parature.” James Foster Client Data Operations Manager, e-MDs Software “Parature Customer Service Growing your business means constantly improving on what software has been excellent for our you do and ensuring that the customer is always satisfied. company; improving team Parature Feedback and Parature Survey empower you to efficiency, creating better customer gather the necessary information to devise the optimal relationships and providing better customer support strategy for your unique business. How can customer service.” a particular CSR improve his/her performance? How can a Nancy Porte relationship with a regular longtime customer continue to Vice President, Operations grow? Customers have this information and Parature provides Vovici you with the key to obtaining, and implementing that information. Parature customers can tightly link feedback activities into all support operations, so managers, CSRs and executives can also see how efficiently and profitably support operations are running. Features and Benefits Parature Feedback Parature Feedback provides a fully integrated means for you to easily and efficiently obtain valuable customer feedback from multiple support channels so you can determine and execute targeted relationship management. Parature Feedback allows you to capture information specific to a support issue upon ticket close or at the end of a chat session. This allows you to easily evaluate customer satisfaction and gauge your support team’s performance so you can make necessary changes or leave things status quo — all in an effort to boost customer retention and create new business. With Parature, customer service teams can view individual feedback history across incidents for one-to-one relationship management or view feedback results. Either way, you’re able to more promptly manage and resolve issues. Customer Last Feedback: Parature’s Customer Last Feedback feature provides CSRs the ability to see and reference a customer’s previous feedback while active in tickets or chats to provide individualized support that strengthens the relationship. Integrated Time-Sensitive Alerts: Easily configurable rules-based parameters allow you to send time-sensitive alerts that are directed appropriately to the right person within your organization or put into the correct queue based on the customer’s last feedback session. You are able to react appropriately based on customer priority or any other ranking or workflow unique to your organization. www.parature.com | 1.877.GO.PARATURE Parature White Paper How to Capture Customer Feedback to Gauge Satisfaction and Improve Retention Embedded Feedback Gathering: Customer support organizations can gather feedback in any channel they choose. For example, companies can gather feedback from within a knowledgebase, through a phone call or a chat, from Facebook, and more, so you can ensure you are gathering actionable intelligence regardless of channel. Real-Time Integration: Every piece of information gathered, regardless of channel, is updated in Parature in real time, including analytics and customer data and ticket repositories so you can act, react and immediately adapt for an ultra- efficient support organization. “Parature enables us to manage all of our support needs in one integrated suite. I’m such a fan of Parature and so happy to be their client — they are the vendor that I respect the most in my day to day activities.” Chris Henderson, Senior Manager of CustomerService IGN Entertainment Define the Feedback Process: Configure the presentation and look and feel where feedback collection occurs, by channel. Plus, you can customize your questionnaires to fit your precise needs. Create up to five questions, include or exclude a comments field, choose from ratings or yes/no questions, and even select from several predefined graphics. Control the rate of collection with the ability to require feedback on ticket close, a special “anti-nag” feature that limits feedback requests, and easy deactivation/ reactivation of questions. Detailed Analysis and Reporting: Evaluate and integrate customer feedback and satisfaction into Parature reporting and quality control processes. Organizations can create and monitor custom ticket views based on feedback and incorporate it into Parature Premium Reporting for analysis. “Rosetta Stone and Parature share a common philosophy; to listen to our customers and make our products better.” Jay Topper, VP of Customer Success, Rosetta Stone Parature Survey Soliciting customer comments — without disrupting a positive customer experience — is a tough, but necessary balancing act. Measuring your customers’ experience is crucial to understanding their needs, improving your organization’s performance, and growing customer retention and affinity for your brand. Parature Survey helps you strike this delicate balance by enabling you to easily measure customer satisfaction and keep tabs on quality assurance so you can create and maintain a superior customer experience. Parature Survey enables you to effectively integrate surveys throughout the entire support process and workflow at just the right times. Unlimited Unique Surveys: Set up an unlimited number of unique surveys, depending on interest, product or whatever is relevant to your business. For example, ask for specific feedback when a ticket is resolved or when a customer uses the FAQ portion of your portal. Complete, Integrated Feature Set: Parature Survey is built and hosted by Parature. Other companies offer survey solutions through third-party vendors, making integration and maintenance more expensive and bugs and downtime more likely. Parature Survey is part of a fully integrated suite of Parature Customer Service modules, enabling seamless access to customer metrics, workflow configuration, and other data via multiple support channels. www.parature.com | 1.877.GO.PARATURE Parature White Paper How to Capture Customer Feedback to Gauge Satisfaction and Improve Retention Configurable Survey Creation Tools and Templates: Quickly and easily create online surveys using preformatted designs to accelerate deployment and the implementation of a seamless customer feedback process. An intuitive Design Builder guides you through setting up your survey, allowing you to add logos and color schemes that match your company’s look and feel. Select a multiple question format using a variety of question types, such as checkboxes or radio buttons. You can also easily import existing survey designs, questions, options or distribution settings. Flexible Distribution Format and Mode: Distribute surveys in a number of different formats including links on your website, pop-up surveys and e-mails. Set up your own customized rules for sending surveys automatically, or establish automatic cut-off dates to end the survey whenever you choose. Integrated Reporting and Analysis: Built-in survey reports give you instant visibility into responses. Parature Survey data also integrate with other analytics, metrics and reporting capabilities within Parature for a complete view of your support activities and effectiveness. Share results with your audience and easily export data to Microsoft Excel to evaluate the information or use an external analysis tool. Conclusion Multi-Language & Multi-Browser Support As with all Parature modules, Parature Feedback and Parature Survey are completely browser-based with no plug-ins required, making deployment fast, easy and global. Compatibility for Microsoft Internet Explorer, Apple’s Safari, and open-source Firefox is supported. Also, both single- and double-byte languages are supported in multiple communication channels allowing global linguistic customization. Complete, End-to-End Solution Parature Feedback and Survey are completely integrated with the entire Parature Customer Service software suite, which is delivered in a Web-based global model. Parature Feedback and Survey can be used in conjunction with all other Parature modules including Parature Chat, Parature Ticket and others. When used together, organizations enjoy a total view of all support interactions, improving productivity, boosting customer retention and satisfaction rates, and lowering support costs. Thoughtful, consistent communication with customers is critical to continuous business improvement. It is what builds a solid brand and, in turn, a stable, thriving, growing company. Having a defined customer feedback process helps you weave feedback into every line of business from product development to customer support. Never before has this been more necessary because customers hold the power to quickly share negative experiences that can devastate your reputation and revenue. Maintaining communication with customers and obtaining valuable information about their experiences with your organization is vital to successfully conducting business today. And, Parature delivers the solutions you need to collect and act on that data foroverall improvements in efficiency and profitability. Parature Feedback and Parature Survey give you the immediate and detailed visibility into customer interactions across multiple support channels, from chat to ticket, that will enable you to better evaluate overall customer and account satisfaction. There’s not a better way to connect with customers and use their feedback to boost the level of service you provide, nurture business relationships, bolster your brand and increase sales. www.parature.com | 1.877.GO.PARATURE ABOUT PARATURE Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support more that 40 million end users worldwide. Parature empowers customer service organizations to monitor, manage, resolve and respond to a high volume of service issues across multiple communication channels, including the growing number of service-related conversations that are happening every day within social media channels. With more than a decade of experience, Parature delivers support and social media engagement and management solutions to mid-size and enterprise organizations across a wide variety of industries. Parature is among Inc. Magazine’s Top 100 Fastest Growing Private Software Companies and is the recipient of numerous product, technology, and leadership awards. Parature is used by some of the world’s most innovative organizations, federal agencies and companies, including Evernote, the EPA, Tagged and Threadless. Parature is headquartered in Herndon, Virginia. For more information, visit www.parature.com. our Facebook page at www.facebook.com/parature or follow @parature on Twitter. HEADQUARTERS 13625 Suite B Dulles Technology Drive Herndon, VA 20171 Phone: 703.564.7758 Fax: 703.564.7757 www.parature.com Lorem Ipsum Dolor Sit Amet Etra Notros: Lorem Ipsum Dolor Sit Amet Et Alla Notros
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