CASE STUDY
Multi-language voice surveys
[TOPIC - REACHING YOUR CUSTOMERS IN THEIR OWN LANGUAGE]
The implementation of our premium Genesys Cloud VoC solution enabled the contact centre to achieve response rates of more than 40% to their multi-language voice surveys.
CASE STUDY
Saving cost in your contact centre
[TOPIC - AVAYA CONTACT CENTRE SURVEYS]
Through the integration of our certified Avaya VOC programme the organisation was able to understand the causes of repeat calls and action change.
CASE STUDY
Multi-touchpoint VOC
[TOPIC - BENEFIT OF ORGANISATION WIDE VOC]
Using Eyerys within their contact centre and branch network helped our client obtain real-time feedback from almost 100 000 clients monthly and manage engagements effectively.
[CASE STUDY]
The experience of healthcare
[TOPIC - PATIENT EXPERIENCE ALIGNED TO HCCAP]
An established Hospital Group providing private patient healthcare in Africa, our client strives for the highest possible patient experience.
Through the implementation of our VoC solution across departments, the Group is able to recover from failures, make business decisions based on patient feedback, and report according to policy requirements.
[CASE STUDY]
VoC drives the automotive industry
[TOPIC - REALTIME VoC TO IMPACT LONG TERM CUSTOMER SATISFACTION}
As a leading automotive brand, our client knows that loyalty to a vehicle brand requires an emotional connection that is driven through experience.
Through our partnership, the brand was able to identify the causes of dissatisfaction and implement changes. This, in turn, has helped them achieve sales numbers within the top 5 of all brands nationwide.
[CASE STUDY]
At Home with Voice of The Resident
[TOPIC - USING VOR TO MAINTAIN HAPPY RESIDENTS]
Gathering resident feedback at important maintenance - such as move in, repair completion, or contract renewal is an ideal way to understand their experience.
Our client needed a digital solution to consolidate and maintain quality of service standards for all residents in their care at every step in the resident journey using real-time in-depth feedback with Eyerys.
[CASE STUDY]
The experience of entertainment
[TOPIC - VOC AS A DRIVER OF CX STRATEGY]
As Africa’s leading entertainment company, our customer deeply understands the value that customer experience plays in their success.
Our customer exceeded 80% satisfaction, decreased customer churn, increased their NPS score by 7 points, and improved inbound contact centre performance.
