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[CASE STUDY]
Multi-language voice surveys
[TOPIC - REACHING YOUR CUSTOMERS IN THEIR OWN LANGUAGE]
As one of the United States' largest health plans, operating a Genesys Cloud contact centre, our client cares about gathering effective feedback.
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]
Operationalising customer feedback within an Avaya contact centre helped improve customer experience and drive down costs in a large Avaya contact centre.
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]
As Africa’s biggest lender by assets, our client holds the ambition of being the leading financial service provider in Africa, through a focus on CX.
Using Eyerys within their contact centre and branch network helped the bank obtain real-time feedback from almost 100 000 clients monthly and manage engagements effectively.
[CASE STUDY]
The ROI of VOC
[TOPIC - OPERATIONALISED VoC FOR CONTACT CENTRES]
As Africa’s biggest Mobile network, our client operates in a highly competitive and homogenous industry where CX is the leading creator of customer loyalty.
Through our partnership, the organisation was able to improve first call resolution by 8%, decrease costs by $4million, and enhance customer satisfaction across their business.
[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]
Making a house a home
[TOPIC - INTEGRATING INTO EXISTING SOFTWARE ENABLES VoC]
Gathering resident feedback at important maintenance - such as move in, repair completion, or contract renewal is an ideal way to understand their experience.
Integration with property management software means that resident feedback surveys can be automatically triggered using data points already active within the property management organisation.
[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.
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