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Voice of the Customer
The CEMax CX suite helps your organization to build a positive relationship with customers,
strengthen brand loyalty, and promote a long-term customer life cycle
Learn more Schedule a demo

CEMax Voice of the Customer

The CEMax Voice of the Customer (VOC ) solution helps organizations to “listen” to the customer via any communication channel and make sure the customer voice gets heard throughout the entire organization. The CEMax VOC solution enables businesses to collect and analyze customer information from all channels and touchpoints. This drives continuous improvement such as better service, better product experience, a reduction in customer interaction times, an increase in first-interaction resolution percentages, and /or an improvement to upsell/cross-sell ratios.
The CEMax VOC solution helps you build a customer-centric focus throughout the organization, deliver an experience that differentiates your company from competitors, increase wallet share, and strengthen customer loyalty.

Challenge

Ability to listen to customers through their preferred channels.

Listening and capturing the voice of the customer could be challenging. Your customers use a variety of channels for communicating and you need to capture the voice of the customer in various touchpoints. Multiple approaches can be used like: reactive and proactive feedback, which comes in many forms need to analyzed and distributed for decision-making purposes.

CEMax Solution

Holistic VOC solution suited for all channels and social media.

The CEMax solution is a comprehensive VOC solution platform, our platform enables opening your eyes and ears on all channels and journey touchpoints. Each piece of feedback is analyzed and routed to the proper department. Surveys with a low grade will automatically execute a retention workflow. Our advanced BI and analytics tools will interpret big data into actionable items.

Benefits

Enhance reputation, improve product innovation, and customer satisfaction.

Master customer satisfaction by having access to the opinion of customers across all media channels and improve the products and services.

Have the tools to interpret customer feedback into actionable items and have continuous improvement in customer experience in all touchpoints and throughout the customer journey.

Why should you choose CEMax as your solution for VOC?

Watch this short video explaining how 16 years’ experience in customer experience comes to life in a software solution..

Schedule a demo

Ability to listen to customers through their channels of choice.

CEMax enables you to collect information from a wide range of communication channels.

Traditional mechanisms for listening to the voice of the customers include interviews, focus groups, and market research studies. With the CEMax voice of the customer solution, you can “listen” to your customer on a much larger scale via a much wider range of communication channels, including video chats and others like:

Social Media: Collect customer feedback from community forums, blogs, and social networks.

Email: Distribute personalized, multilingual email invitations to specific target customers.

SMS: Capture SMS insights from your customers via an intuitive mobile app.

Automated Phone Polls: Create automated phone surveys based on list of known subscribers and contacts.

Website: Place call-to-action buttons on your corporate portal or landing pages.

QR Barcodes: Interact with customers via product barcode or receipt.

Automated Feedback Routing

Building the Right Procedure Plan to Every Feedback

Unlike many organizations where a survey is just a statistic at the end of the month, our platform will calculate each survey grade. When a survey has a low grade, or the customer states he would like a follow-up, our adaptive workflow will make sure that the feedback will transform into a case with right SLA schedule and is routed to the right people within the organization.

 

Depending on the feedback type and other properties like survey channel, location, regulation, sentiment, and other characteristics, the machine learning workflow will create the needed tasks to resolve the feedback, assign the right people to each task, send emails and other correspondence to people within the organization. It will also monitor that every task meets its deadline, and execute escalations when needed.

Our experience in many verticals over the years has allowed us to test many workflow procedures. We saw which workflows worked, which were over complicated, and which worked best and made the customer happy. This allows us to bring to the project a set of best-practice workflows for your vertical and regulation requirements.

CEMax workflow allows easy integration with other applications and creates cross-application integration. Some examples of integration could be integrating CEMax with an existing HR system, or integrating CEMax with a quality assurance application, financial application, and others.

Work Planner: Assign tasks for incoming service requests and specify communication channels for each and every task.

Task Scheduler: Set the start and end to calculate the expected completion date for each task.

Activity Tracking: Monitor ongoing activities and communications based on predefined schedule requirements.

Alerts and Notifications: Get real-time alerts and notifications when tasks, schedules and communications are complete or do not conform to SLA requirements.

Multichannel Distribution: Distribute correspondence to customers via any type of communication channel, such as email, letter, fax, SMS or social media.

Automated Responder: Send automated replies to customer service requests and send periodic updates to ensure ongoing communication with the customer.

Exception Handling: Identify and flag undefined events or service faults requiring manual intervention.

Self-Improvement: Gain insight from customer interactions and learn how to adapt to new and evolving needs.

Higher Survey Response Rates with New Survey Designs

No more black-and-white questions and answers, new colorful designed surveys that support touch on all mobile devices will ensure high response rates and more engaged customers.

Features Built In
New amazing colorful question-and-answer design templates.
Built-in support for touch devices.
Supports video and audio questions.
Supports regulation surveys guidelines.
Large question-and-answer repository sort-by categories
Multi-channel distribution
Multilingual support

Customer Experience Portal

The CEMax Customer Experience Portal contains everything related to customer experience. The main screen contains our personalized dashboard—everything you want to see first will be displayed: your reports, your tasks, important customer feedback, and other information. The portal appearance and information changes depending on personal preferences and job responsibilities. From the main dashboard, you can drill down and reply to tasks, analyze reports, or start a new survey campaign.

Dashboard and Analytics

Dashboard & Analytics – CEMax delivers a complete suite of dashboard analytics reporting tools with direct access to feedback and service information data, key performance indicators, and insights from customer interactions. Every user will see personalized information depending on his position within the organization.

Customer 360° View

An integrated 360° customer view allows overseeing customer feedback information, case details, survey information, social media information and other analytics all in one easy to understand Dashboard. The 360° can also incorporate information from other legacy system to enhance customer information detail.

Customer Tickets

Users can view customer ticket, open a new ticket, or submit a feedback on behalf of the customer when noticing a bad customer experience.

Knowledge Management

The module contains all organizational information including customer information, standard operating procedures, service policies, task procedures, reports and archived data. Users can easily search for indexed information, found information can be viewed, shared with employees or sent to the customer.

Back Office

The back-office provides self-maintenance for all the processes which are  required to administer the platform. We believe in proving the users with administrative capabilities which do not require coding skills. Power-users can add workflow, create new surveys, publish survey, change user’s permission and all other required administrative tasks.

Insight and Analytics

Get up-to-date status reports and drill down to analyze the customer experience status.

CEMax analytics enable you to analyze customer activity, identify service bottlenecks, and detect product faults, measure customer satisfaction, and strengthen loyalty.
Our ready-to-use reporting and analysis tools help you understand your customer, improve product quality or service, and reduce churn rates. That is why our analytics and reporting tools cover every aspect of every customer interaction. CEMax analytics and reporting capabilities include:

Role-based KPI monitoring

Customer Sentiment Reports

Text Mining Reports

Activity Dashboards

OLAP - Online Analytical Processing

Custom reports and report builder

KPI Keeper© – The Performance Keeper

KPI Keeper© will learn which KPIs and other performance indicators are important to management. Once learning what’s important, KPI Keeper will track these indicators online and will send managers detailed reports on their department/business unit activity, which KPI needs improvement, and how the department or business unit is preforming in regard to other business units (for example, how one bank branch is measured to other branches in the state).

Machine Learning

KPI Keeper is a machine learning module, a fully automated module, sending detailed reports to managers and stakeholders.

Constant Improvement

KPI Keeper will initiate a process called constant improvement; KPI values will have a constant linear increase over time.

Social Media Monitoring

CEMax searches social media and consumer sites for information about your products and services. All information is displayed in a unified inbox and can be automatically forwarded for immediate resolution.

CEMax enables customer to interact with your business via all major social media sites. CEMax helps you find out which social media sites your customers use, add customers to your network, and post product or service information for your customers. The key capabilities of CEMax social interaction include:

Social Media Monitoring

CEMax searches social media and consumer sites for information about your products and services. All information is displayed in a unified inbox and can be automatically forwarded for immediate resolution.

Content Sharing

Customers can subscribe to your social media site and receive automatic notifications when information about your products and services is updated.

Customer Engagement

Customers can participate in online surveys and questionnaires to provide feedback on your products and services.

Self-Learning and Improvement

Information, feedback and insights received via your social media sites can be used to improve your business operations.

Mission-critical application? We take support seriously.

With 24/7 support, your mission-critical application will receive professional support from CEMax dedicated support staff, helping you make to most of your investment.

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Customer Benefits:

Technology Benefits

A solution that includes advanced survey tools, complaint management, social media monitoring, and analytics tools.

Receive feedback via all communication types

Automatic Feedback routing

Workflow for low graded surveys

Central feedback hub

Monitor KPIs automatically

Use field-proven best practices

Implementation Benefits

CEMax’s technology backed with best practices procedures and 16 years of customer experience projects.

One management system

Lowering TCO costs

Fast implementation time

Reliable and field-proven technology

Over 100% R.O.I

24/7 mission-critical support

Company Benefits

VOC is the best competitive differentiator. A VOC program can increase loyalty, reduce churn, generate higher profits, and boost market share.

Increase loyalty and reduce churn

Enrich marketing strategy

Improve Products and Services

Enhance reputation

Fast and Measurable R.O.I.

Learn about your brand and enhance reputation

See How VOC Can Impact Your Organization

Customers implemented VOC programs have benefits from:

Customer Satisfaction 0
Customer Feedback and Insight 0
Lowering TCO Custs 0
23

↑ NPS Score

18

↑ Customer Wallet Share

Contact CEMax for a personal demo of our Voice of the Customer solution