Create surveys in an easy to use web-based editor. Ask one or more questions. Provide the option to leave a voice message. All this without having to ask your IT department for assistance.
Feedback is the breakfast of champions.
Learn how your customers really feel about the service they have just experienced.
Successful companies are very good at listening to what their customers have to say. They know that if they fail to meet customer expectations, they create an opportunity for competitors to attack.
ZOOM Voice of the Customer will enable you to collect feedback related to the experience your agent provides so that you have the most accurate assessment of how your customers feel.
Collect Net Promoter Score, Customer Effort Score or any other form including voice message memos to answer the ultimate question: Did you get further from or closer to your customers today?
Create surveys in an easy to use web-based editor. Ask one or more questions. Provide the option to leave a voice message. All this without having to ask your IT department for assistance.
Invite customers to provide feedback about their experience once the conversation is complete. Compare how your supervisors and customers perceive the work of your agents.
Track your customers' satisfaction over time and get a detailed understanding of what makes them feel great. There is no better path to success than turning your customers into your promoters.
Capture the voice of the customer at the right time. Collect feedback just seconds after they experienced your service.
Link immediate voice of the customer survey results to the specific agent interaction for improved quality management and evaluation.
Survey questions can be easily modified in an intuitive user interface. No need to call your IT for configuration changes and adjustments. Really!
Ask as many questions as you want. Mix open and closed questions and let customers answer with a combination of DTMF tones and voice messages.
Finish your survey questions by asking customers for any other feedback. You will be surprised by what you will gain: competitive insights, endorsements or answers to questions you hadn't thought to ask.
Compare the survey results against customer satisfaction scores. Drill to individual survey question for root cause to address agent needs for improvement.
ZOOM is a market leader in workforce optimization software. The company has received world-class customer satisfaction honors and an 82%+ net promoter score from analysts, 1500+ customers, and 300+ partners across 90+ countries.
ZOOM's software helps contact centers improve the customer and agent experience—by capturing, analyzing, and improving the quality of all interactions—while addressing back office compliance and risk. ZOOM’s customers range from sub-100 agent contact centers to some the world’s largest companies—Finansbank, Cigna, Rostelecom, IBM, Lego, and Saudi Aramco.
See why DMG Consulting ranked ZOOM #1 in customer satisfaction.
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