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Prompt For Feedback
The best time to prompt for service experience feedback or survey response is immediately after the service experience occurs.
This is when the experience is fresh in the mind of the respondent and maximum recall capability exists.
With Acumeni MSP .. feedback and survey participation requests can be triggered immediately a transaction is completed through API, SMS, Email, IVR, QR Codes and Kiosks positioned at transaction points.
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Gather Feedback
To gather feedback and survey responses effectively - multiple feedback channels must be provided to accommodate the respondent's communication preference.
Using SMS, IVR and Online feedback collection tools ensures that 100% of the target respondent population can be communicated with effectively.
With Acumeni VoC and MSP Solutions - feedback can be collected easily and effectively using linked SMS. IVR and Online Surveys..
Analyse Feedback
Using an artificial intelligence analytics engine that runs Natural Language Processing (NLP) analysis on received customer feedback.
Acumeni VoC automatically categorises feedback data into: Customer needs, customer opinions and service drivers and computes customer satisfaction (CSAT) and net promoter score (NPS) stats real-time.
This enables companies to have real-time customer insight reports for effective management decision-making.