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Customer Services

Combining agility with strategic measurement

Customer satisfaction data is at the heart of the operations of most customer services departments. They provide key benchmarks to enable you to understand not only where you can make improvements as an organization, but how you measure up against your competition in the industry. Developing accurate, actionable customer satisfaction feedback programs is a strategic, long-term task, for which Confirmit Professional is the ideal tool.

However, there are situations in which quick, tactical surveys are needed to gather key information which is not part of a wider program. Providing your Customer Services managers with the ability to deploy such surveys ensures that you get the information you need quickly so you can act upon it. Uses of Confirmit Express for a Customer Services department include:

• Understand Effects of Change
  When you make a change to your customer services processes—complaints, customer care, contact center operations, you may need to understand the impact quickly. Deploying a quick survey through Confirmit Express allows you to find out how customers feel about the changes you’ve made, and gives you the power to tweak or even reverse those changes if necessary. And because Confirmit Express runs on the Confirmit platform, this data won’t exist in isolation—you can combine it with your longer running customer feedback programs.