Voice of Customer
Understanding customer feedback and using it for improvements
Customer advisors in the service center are often the first to know which problems and issues currently occupy their customers. Feedback from consumers in the service center is a valuable source of information, which you can use to your advantage with Arvato’s “Voice of Customer” solution.
You can use this solution, which is based on consultancy and IT, to systematically record which issues and problems that lead your customers to make contact. This way, you can develop potential for improvement and reduce contact volumes.
- Systematic analysis of reasons for making contact
Current problems with processes, products, or services that cause customers to contact you are systematically identified and recorded
- Recognizing potential for optimization
Analysis and prioritization of potential for optimization in communication with your departments
- Experienced and specially trained customer advisors
Special training in recurring reasons for customers making contact and giving feedback ensures high-quality data