Large Provider Launches eTouchPoint’s Combined IVR & Email Feedback Collection Platform:
eTouchPoint and a Canadian Triple Play client recently launched a new Customer Experience (CEX) program that gathers feedback via IVR or email based on the customer’s preferred mode of contact. This unique approach enables clients to tailor feedback collection to customer preferences and utilize multiple contact methodologies in combination to improve response rates. For example, survey invites can be sent via email to customers who don’t respond to the initial IVR survey. Response rates using this new hybrid approach have been ~35% which is 5-10 percentage points higher than the other programs that eTouchPoint conducts for this client.