ACE Survey gives you the option to gather information about how customers perceived their interaction with you. It provides a chance to measure customer responses to factors like customer treatment and service, for example. An automated customer survey conducted in conjunction with an interaction generates reliable answers and offers useful feedback on the customer's experience.
The agent can immediately see customer responses as to how they have experienced the service right in ACE Interact. Consequently, they receive continuous feedback on what their customers appreciate and how they can develop in their role.
In addition to being a superb tool for customer surveys, ACE Survey can be used for a great deal more in your organization, for example employee surveys, product surveys or even invitations to the Christmas party.
Research shows that it is difficult and costly to make a satisfied customer even more satisfied. The best way to improve the customer experience is therefore to focus on making it as easy as possible for dissatisfied customers to have their issue resolved in their initial contact. More and more people choose to measure "simplicity" with the question "How easy was it to have your case resolved?". This is termed Customer Effort Score.
ACE Interact enables the agent to receive instant feedback after completing a customer contact. This also opens up the option for individual-level coaching and variable pay coupled to customer satisfaction.
We can certainly describe the different parts of the system and explain the value they can bring to your organization. But it is only when you see it with your own eyes that you can fully grasp the potential. Get in touch to book a demo, and we will take you on a guided tour of Telia ACE.