The ResponseTek:CEM technology platform is comprised of five functional capabilities, allowing you to transform the voice of your customers into actionable business intelligence:
- Listening Posts collect customer experience intelligence;
- Dashboards provide real-time views of the customer experience;
- Analytics show when, how, and why customer experiences are occurring;
- Workflow allows you to manage the customer experience on a daily basis;
- Enterprise Integration makes customer experience intelligence accessible across your business.
Listening Posts
ResponseTek:CEM Listening Posts involve your customers in your business, all the time.
Listening Posts are collection points that span your customer sales, service and support channels, generating customer experience intelligence from all aspects of your business, based around your customer lifecycle.
Customers can provide feedback about their experiences with your organization when they want, using the Listening Post of their choice:
Web |
IVR |
Voice |
Kiosk |
POS |
SMS |
In addition to responding to the customer’s desire to provide feedback to your organization about their experience, Listening Posts can also be event-based, collecting feedback from customers when transactions occur. Listening Posts can also be used to send out strategic, point-in-time market research initiatives such as panels and surveys.
Listening Posts represent your organization’s customer-facing commitment to delivering quality experiences to customers, and become an extension of your brand. The more committed you are to hearing the voice of the customer and involving them in your business, the more prominent, accessible and important Listening Posts become, both to you and your customers.
Dashboards
ResponseTek:CEM Dashboards is your organization’s real-time view of the customer experience.
Using dashboards, the customer experience can be monitored and managed, providing daily, real-time insights into customer satisfaction levels, advocacy measures, and qualitative feedback on their experiences with your organization.
Dashboards display customer experience feedback within a dynamic graphic user interface, depicting event-driven, customer-driven and company-driven experiences, using measures that mean most to your organization. Gauges, graphs, charts and other graphical elements are used to quickly identify which customer experiences meet or exceed expectations, and which ones fall short.
Aggregate customer experience results can be compared by region, business unit or team, and drill-down functionality can reveal granular results, down to specific experiences delivered by individual CSRs in certain locations within a global enterprise. Dashboard features are available to users by permission level, and include:
- Strategic executive dashboards
- Real-time operational scorecards
- Accountability and ownership indicators
- Scheduled and ad-hoc reports
Analytics
Why are your customers having specific experiences? ResponseTek:CEM Analytics can tell you.
ResponseTek:CEM Analytics allow you search for specific customer experiences, and identify where and when changes occur. By adding and assigning meaningful terms of reference to specific types of customer intelligence, patterns in customer experiences can be revealed, driving decision-making, prioritization and action.
ResponseTek:CEM Analytics allow organizations to use the voice of the customer to understand the root causes their experiences, and predict and improve business performance. Analytics functions include:
- Advanced search and filtering
- Multi-level analysis
- Data mining
- Customer segmentation
- Trend analysis
Workflow
ResponseTek:CEM Workflow ensures all customer experiences can be acted on.
Whether it’s about escalating customer events, assigning actions or responding directly to customers, your customer management processes are integrated and enhanced within the ResponseTek:CEM platform. Front-line staff and managers can be made accountable for the resolution of customer experience issues, allowing you to manage performance and productivity.
Workflow tools leverages customer experience intelligence – what experiences your customers are having and why – and transform it into action.
ResponseTek:CEM Workflow tools include:
- Feedback management
- At-risk customer escalation
- Action management
- Real-time alerts
- Employee collaboration
Enterprise Integration
ResponseTek:CEM Enterprise Integration makes the customer experience accessible to your current business systems and initiatives.
Whether it needs to map over customer account and transaction data, or be used to drive market research initiatives, customer experience feedback is customer intelligence, and must be usable across your organization.
ResponseTek:CEM Enterprise Integration capabilities allow customer intelligence to synchronize with data from other systems and platforms, including:
- Customer relationship management (CRM)
- Workforce Management (WFM)
- Enterprise Resource Planning (ERP)
- Business Intelligence (BI)
- Data warehouses
Our solutions enable data interchange via Web Services or SFTP, using common industry standard formats – XML, CSV and Microsoft Excel®.
ResponseTek:CEM integration capabilities continue to evolve and expand with each quarterly release – talk to us today about your CEM data integration requirements.
Contact Us
solutions@responsetek.com
Toll Free: (866) 484-2900
Local/Intl: (604) 484-2900
