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Customer service survey

Differentiation is vital to maintain and grow market share and your customer base. To gain more perspective into their operations, many businesses employ Confirmit to evaluate and quantify the success of their Customer Service staff and initiatives through Customer service surveys.

Research studies indicate that the level and quality of customer support was the top-ranked factor driving repeat purchases by customers. Enterprises using Confirmit for their Customer Service Surveys are able to employ event-driven surveys, that increase the frequency and consistency in which highly valued criteria, such as quality and speed of service, are measured.

Companies implementing Confirmit solutions to measure performance relating to Customer Service Representatives, often ask:
  • Was the representative knowledgeable about your inquiry?
  • Was the representative courteous during your interaction?
  • Did the representative act with professionalism regarding your inquiry?
  • Was the representative responsive to your inquiry?
Customer Service Surveys also provide valuable information about the overall effectiveness of Customer Service operations, in addition to improvements or advancements that customers would welcome.

Some of Confirmit's features that benefit companies measuring Customer Service Representatives and operations are:

Faster Turnaround
Confirmit's real-time capability increases the speed to activate a survey and affords enterprises the ability to access live data and react accordingly. Organizations can be ready to update, change, or correct their campaigns instantly, if needed.

Event-driven alerts, such as a Customer Service request or response, can be sent to designated individuals to help understand and identify problems in real-time.

More Accurate Analysis
Through integration of existing customer data, from CRM databases or other enterprise systems, Confirmit solutions can provide more in-depth results and analysis across a single platform for all survey and reporting activities and needs.

High Degree of Flexibility
Confirmit is a highly flexible platform that allows a completely customized ‘look and feel’ for survey design, data collection, and distribution. Global organizations can take advantage of the full multi-lingual survey and reporting capabilities, enabling a single platform throughout an enterprise.

Cost Effective
Implementing Confirmit allows you to standardize all your data collection, deployment, and reporting onto a single platform. This eliminates the need for multiple survey and reporting tools for different surveys or business areas, keeping costs down and simplifying your systems.
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