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Customer Satisfaction - Csat

Voice of the customer

Telsolutions Csat survey solutions provide real time and first hand feedback from customers, providing your organisation with the tools to better identify and measure areas of success and the challenges within your business. Telsolutions improves customer retention by enabling organisation’s to respond proactively, maximizing customer loyalty and minimizing customer churn.

Our Csat solution captures dissatisfied customers at multiple stages within the customer lifecycle and enables organisation’s to take immediate action to resolve serious complaints. Experience improved performance management with comprehensive reporting and analysis to compare, measure and feedback results to your service teams. For organisation’s looking to implement KPI’s, Telsolutions enables you to track and monitor your individual employees by generating specific data to identify both over-performing and underperforming employees.

Using our SaaS Solution there is no investment required, or in-house technical requirements, as our client services team will assist you in defining your campaign strategy and advise on best practices for customising your own survey.

Today’s Csat Solutions Must:

• Handle changing consumer communication preferences

  - Touch Points: Mobile devices, landlines, PCs
  - Channels: voice, text, email, direct mail, web, chat

• Provide accurate results and detailed analytics
• Implement a consistent standard that can be applied across the customer lifecycle and multiple channels
• Enable optimisation communication strategies via intelligence
• Implement and evolve rapidly
• Provide insight into what can be done to encourage customers to be loyal and grow

Telsolutions Csat scores enable your organisation to make better business decisions, take the right responsive actions, and make rapid gains in customer satisfaction, loyalty, revenues, and profit.

Outbound Csat

Follow up on customer interactions with Outbound Csat and survey customers experience with personalised and professionally recorded intelligent voice messaging. Customise your survey to get the key responses your business requires to better understand the challenges your customers face. Telsolutions Outbound Csat Solution can support touchtone responses (DTMF) and Voice Recognition responses to your survey. Our Voice capture and transcription services enable you to capture genuine customer responses by providing them with the ability to leave a voice message should they wish to voice any additional information. These techniques provide a flexible and powerful Communications channel that significantly out-performs other communication methods and provides real-time feedback and results.

Inbound Csat

Working in harmony with Outbound Csat and offering Toll Free inbound numbers, Telsolutions enables you to capture results for customer calling your organisation to leave feedback. Telsolutions intelligent platform enables these customers to benefit from personalised surveys via our Caller ID identification service, so that they are personally greeted upon calling in the service, keeping customer experience at the forefront of your Csat solution. Touchtone, Voice recognition, and Voice message services are fully extended to Inbound Csat for a blended environment.

Contact us today for more information.