Software Solutions Services Learning Center Partners Company

For Customer Feedback

In a challenging economic environment, the strength of your relationships with your customers becomes more important than ever. Not only is it vital that you continue to win new customers, but you can’t afford to lose the ones you already have—both to your competitors and to the sidelines.

Using Confirmit to bring the Voice of the Customer into your strategy for enduring the downturn gives you the edge over competitors and helps to cement your reputation as a great organization to do business with. Use feedback to:

  • Improve your customers’ experiences of dealing with you.
  • Adapt your business processes to their needs.
  • Create a business so exceptional that you continue to prosper throughout 2009.

 

Customer Feedback
  • Customer Acquisition
  • Customer Retention
  • Customer Growth
Dashboard Reporting

There may not be a wealth of new customers at the moment, but they are still out there. By creating a dialogue with people who’ve shown interest in your products before, you can increase your chances of winning the new business that is available. You can create this dialogue by using win/loss or transaction abandonment surveys to understand what prevented people buying, and combining that feedback with information about what has encouraged people to buy.

It might not be immediate, but when you know what stopped prospects from buying, you may be able to address it. If price was a barrier, use feedback to create tailored offers that suit those customers. If the timing wasn’t right, you can reach out to them when it is. Confirmit can alert you to new business opportunities so the prospects who are out there don’t slip through your net.

 


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Closed loop alerting in the contact center
Customer Retention workflow

When every customer counts, you can’t afford to lose any to avoidable problems like poor service. Gather feedback from customers immediately after an interaction and use Confirmit Alerts to flag up at-risk customers straight away. Customers who have been treated well after a problem are more loyal and tell their friends about their experience, impacting acquisition. You can use the Voice of the Customer to turn alienated customers into loyal ones.

Feedback can also help you to understand the pressures on your customers during difficult times, helping you to find better ways to approach them and accommodate those pressures. Whether it’s suggesting lower priced alternative products or packaging special deals that give customers more flexibility, you can bring customers back to you from the sidelines.

 

IVR Data Collection
Dashboard Reporting

As you build stronger relationships with your customers, you can do more business with them. Uncover more sales opportunities by going beyond the “past purchases” list. Asking customers what prompted past purchases, how they felt about them, and any future purchase intentions helps you to cross-sell more products and services to those customers.

If you have complementary products and services, Confirmit Alerts help you to react immediately to sales opportunities. You can build more profitable relationships with customers by using feedback to react faster—even pre-empt—customer needs. Furthermore, you build up a clearer picture of the combinations of products that people buy, so you can create more tailored marketing programs or product packages.

Read our case study to learn how Airmiles has used Confirmit Alerts to take advantage of more opportunities.