Nice Systems(NASDAQ: NICE) today announced a new solution that will allow organizations to use Voice of the Customer (VoC) feedback, in combination with predictive analytics, to positively shape the customer journey in real time.
By understanding customer attitudes at various points of engagement across channels and touch points, companies can intercept the journey when necessary and continually adapt it to reduce customer effort, improve retention, and enhance the entire customer experience.
Consider, for example, a high value customer that was erroneously charged by her credit card company. While trying to dispute the charge, the customer struggles to find the right form needed to complete the process and becomes increasingly frustrated. Based on similar journeys that led to dissatisfaction among other customers, the predictive analytics engine can quickly identify the current issue and alert an agent to help guide the customer.
“By linking the entire customer journey with a robust voice-of-the-customer program, organizations can identify systemic weaknesses that must be addressed in order to refine the customer experience continuously,” said Jeremy Cox, Principal Analyst at Ovum Research. “This is achieved by gathering and analyzing data in a way that provides a more comprehensive view of the customer profile and experience.”
NICE Journey VoC combines two leading technologies – voice of the customer and journey mapping – to create a unique market solution that helps organizations reach all customers at risk (even those who aren’t very vocal) to reduce potential churn or defection. By personalizing customer engagement, companies can improve sales opportunities and deliver proactive customer service to improve next call prevention, reduce customer effort, and improve the customer experience.
The NICE solution allows organizations to solicit customer feedback after the key stages in a customer’s journey. Using key indicators such as CSAT, NPS, and customer effort, companies can evaluate how the customer experience stacks up against what they consider an “ideal” journey. They can also identify high effort/low satisfaction experiences in real time and proactively engage with the customer to create immediate improvements. All of these insights can be used to drive action at the individual level or aggregated to drive strategic-level action across the business.
Miki Migdal, President of the NICE Enterprise Product Group, said: “NICE Journey VoC is an innovative solution that we created to help businesses overcome the customer experience challenges that they face today. Linking VoC data to behavioral customer journeys allows companies to tap into hidden insights, improve predictive capabilities, better prioritize their customer experience initiatives, and drive action in a much more effective and efficient manner. In doing so, we believe they can significantly boost their return on investment compared to a VoC-only approach and lay the foundation for continuous customer experience improvements.”