ResponseTek:CEM Transaction Optimization Solutions monitor and help you improve key customer-facing business processes and interactions. ResponseTek:CEM Transaction Optimization Solutions focus on high-value transactions – those that directly drive revenue directly and those that have a significant impact on customer brand perception and advocacy.
ResponseTek:CEM Transaction Optimization Solutions ensure consistent and high-quality customer experiences occur at all key event in your customer’s lifecycle, protecting your company’s revenue and reducing churn of valuable customers. As ‘always-on’ early-warning systems integrated with your transactional processes, our solutions continuously monitor your customers’ experiences, continuously providing real-time information to you, with the goal of driving continuous operational, cultural improvements within your organization.
ResponseTek:CEM Transaction Optimization Solutions are integrated with knowledge sharing, work-flow management, multi-variable analytics and integration tools within the ResponseTek:CEM platform, allowing companies to move from analysis to action – and to improvements in the customer experience – once our solutions are deployed.
ResponseTek:CEM Transaction Optimization Solutions are used:
On the web
Conversations can be initiated with customers when interruptions or disruptions to the desired customer lifecycle occur, or when they initiate new types of transactions. Use ResponseTek:CEM Transaction Optimization Solutions to optimize online shopping cart processes, registrations and account sign-up processes, and billing, always engaging the customer in real-time. All customer experience intelligence is immediately aggregated within the ResponseTek:CEM platform for process review and improvement.
On the phone
ResponseTek:CEM Transaction Optimization Solutions focus on improvements in the quality and consistency of service delivered by contact centers, at the individual agent level. Allowing customers to provide feedback on the quality of all inbound and outbound calls, and pushing this information to agents in real-time, changes behaviors and drives improvements to customer satisfaction scores (often in weeks and months, rather than years).
In the store
Using a combination of SMS, receipt messaging and kiosk technology, ResponseTek CEM Transaction Optimization Solutions provide your customers convenient and easy ways to provide event-based feedback from in-store experiences. Once information is collected, insights and issues are pushed to management and staff at the individual store, to regional management or to head office, based on your business rules. With ResponseTek:CEM, the process of continuous improvement becomes part of a retail store’s normal operations, without the need for additional centralized resources. With ResponseTek:CEM, the ROI from addressing the issues of at-risk customers is tangible, and available within the entire organization.
Features:
- User-specific business rules and security
- Complex workflow management
- Real-time alerts
- At-risk customer monitoring
- Employee-level reporting and action management
- Advanced reporting and analytics
- Automatic comment management and reply
Benefits:
- Unified feedback management platform for the whole enterprise
- Real-time load reporting and feedback cause analysis
- Automated reply and tracking tools to keep customers informed
- Reduces lag between customer feedback submission to response and issue resolution
- Demonstrable cost savings and ROI
- Auditable, scalable, and ISO 10002:2004 compliant
ResponseTek:CEM Advantages:
- Scalable CEM platform to monitor all your transactions
- Fixed cost and short implementation times
- Cost effective and easy to deploy
- Multi channel delivery, including web, in-person, outbound call, IVR, SMS
- Complete solutions for contact centers, retail, online ecommerce, customer service, marketing, operations, sales, IT
ResponseTek:CEM Transaction Optimization Solutions allow you to transform the voice of the customer into actionable business intelligence, for a consolidated, 360-degree view of all your research insights in a single platform.
Find out more |
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Attend a web seminar, and see why and how ResponseTek:CEM Transaction Optimization solutions are operationalized |
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Download a case study, to learn about Transaction Optimization best practices and ResponseTek:CEM success stories from industry leaders |
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Request a custom demonstration of the ResponseTek:CEM Transaction Optimization solutions |
For more information about our Transaction Optimization Solutions, contact us:
solutions@responsetek.com
Toll Free: (866) 484-2900
Local/Intl: (604) 484-2900
