Digital Developments


Paul Quinn

Paul Quinn

Author Bio

Paul Quinn is a Senior Director, Product management focusing on ensuring that the Confirmit Horizons roadmap continues to meet customer demands while continuing to feature innovative new capabilities. Paul has 18 years’ experience in the MR and VoC solutions market, and regularly presents webinars which highlight new product functionality. 


Author Bio

In most of the conversations I have with clients these days, it takes about five minutes before the word “digital” makes an appearance. It’s hardly surprising. Websites are one of the most important and powerful tools a company has to engage with customers, so it’s a natural place for collecting a wide variety of feedback.

To help make sure that our clients can make the most of this opportunity, we’ve just made some pretty significant enhancements to our digital feedback capabilities. The most important thing from my perspective is the ease of use of the new tools. All the management of building and deploying a comprehensive digital feedback strategy is handled within Confirmit Horizons. As you may know, ease of use has been a big part of everything we’re working on this year, and this was very much on our minds as we worked on digital!

Users will have complete control of all aspects of any digital surveys they create. They can perfectly match your corporate brand (which will keep the Marketing team happy!) and will work beautifully on any device, whether that’s tablets, mobiles or even good old desktops. And of course, it’s all truly enterprise-grade so you can play with it on your staging environment first (which will delight your IT and web teams!)

In the last few years, the number of applications of the digital feedback and research has increased dramatically. From A/B testing of website layouts, to product and experience satisfaction surveys, to cart abandonment - we’ve come a long way from the days of the annoying pop-up survey that accosted users the moment they hit the homepage! With this solution, you can use sophisticated logic to target the right people at the right time to ensure the feedback you capture is genuinely useful and will help you make the right decisions.

One of the things that customers have been very excited about is the ability for Customer Experience, corporate research, and Marketing teams to be able to create and implement these surveys themselves, without the need to get in line for ever-scarce IT resource.   

Of course, there’s all the usual Confirmit stuff too. The ability to incorporate digital into your omni-channel feedback program, being able to use text analytics to understand customer comments, automatically adding contextual information so you don’t have to ask too many questions, and you can make more sense of responses….there’s a lot!

I can’t tell you about it all here, but there is a fact sheet that I recommend you look at. I’m really excited about these new developments and I’d love to hear your thoughts. We’ll be running a webinar to show off some of the features in January, so keep an eye on the events page to find out more.

 


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