ARE YOU FULLY LEVERAGING YOUR VOICE OF
THE CUSTOMER (VOC) DATA?
The answer for many companies is no. Your customers, directly and indirectly, share their feedback and opinions through various channels, sometimes via standard and obvious methods e.g., relationship and transactional surveys, chat feedbacks, emails, and sometimes non-traditional ways like engaging less with your product, not showing interest in your offerings, and making many calls at your customer service center.
Do you have a mechanism to capture all that data? Many companies roll out surveys, sometimes more than needed, hoping to capture some immediate insights. You might have gained some superficial level insights, but unless you have a data-driven way to really crunch the numbers and leverage the power of the unstructured data, there is a strong possibility that might overlook a lot of critical insights.
Few other companies who use analytics and gain deeper insights still do not have a methodical process of converting those insights into actions and close the loop with the customers. This essentially indicates that the process needs to be reengineered.
OUR CUSTOMER EXPERIENCE
OUR VOICE OF CUSTOMER ANALYSIS
APPROACH [A 5-STEP PLAN]
Collect Customer Feedback
Discover all potential areas where your customers are leaving feedback for you, such as surveys, website, call center record logs, financial and transactions data, and leverage ratings and open text comments
Assessment of Voice of Customer Data
Assess your current program structure, process, and data maturity and make recommendations as necessary to fill in the gaps
Analyze Voice of Customer Data
We use Advanced Analytics Technologies such as Regression/Classification techniques and Natural Language Processing (NLP) to mine the text data and deliver robust insights, highlight trends and tell you what is working and visualize opportunities for improvement
Visualize Voice of Customer Data
We help you design your Future State VoC program, create/integrate with existing dashboards
Link with Customer Experience RoI
BENEFITS OF IMPLEMENTING OUR VOICE OF
CUSTOMER ANALYSIS SOLUTION
There are many benefits of being able to gain more insights from customers at various points in their journey with your company.
- The ability to fully leverage existing or historic data and take appropriate actions
- The ability to ensure the customer’s voice is heard and leveraged as an ongoing part of the overall long-term customer experience
- Redesign the VoC program for more powerful and impactful outcomes
- Insights can be distributed to other groups, automated using Gramener’s proprietary technique ‘slidesense’ and delivered periodically to precise actions