Customer Experience Management (CEM)

What Are Customers Saying About Their Service Experiences With Your Brand?

Every customer interaction presents an opportunity for your company’s service operations to differentiate your brand from your competitors. In any large company, the quality of service varies significantly by organization and channel. A single low-performing support group can have a substantial impact on brand perception, customer loyalty, and churn.  eTouchPoint provides companies with a platform to monitor the complete customer experience, at every customer touchpoint. As a result, companies are able to proactively monitor, act upon, and improve the service, process, and technological elements of the customer experience.

Gain Insight Into Your Customers’ Service Experiences With eTouchPoint

eTouchPoint can let you know what customers think of their interactions with every frontline employee by capturing customer feedback immediately following a service interaction. The ability to quickly collect feedback from customers, using a touch-tone phone, mobile device, or web browser, is critical to collecting quality, statistically valid, customer experience data.

Collecting valid data is only part of the CEM equation. In order to get value from the the feedback collected, brands must be able to quickly analyze and act on what their customers are saying.  eTouchPoint provides a variety of competitive differentiators that push brands to act on and maximize the value of customer feedback:

• Advanced Hierarchical and Role-based reporting down to the frontline employee-level.
• Flexible, “roll-up” reporting for viewing results by group, channel, product, region, or brand.
• Customizable analytics engine that supports any scoring methodology – Top Box, Straight or Weighted Averaging, Hybrid, and % of brand advocates and critics.
• Real-time alerting for customer recovery.
• Unstructured, text feedback to identify additional customer feedback themes.
• Coaching scorecards that prescribe improvement strategies to frontline employees and supervisors.

Move The Needle With eTouchPoint!

Merely collecting feedback data is not enough to make it “actionable”.  eTouchPoint monitors customers’ experiences at multiple “touchpoints” to provide an accurate picture of what others think of your company, your brand, and your customer experience process.  Through in-depth reporting, alerting, and coaching tools, eTouchPoint delivers information to stakeholders and front-line employees showing them where to focus their efforts for maximum operational benefit.