Turn customer feedback into actions
Your customers are valuable resources for improving your customer experience. With Genesys and Qualtrics, you can surface experience gaps, understand what drives satisfaction and identify where to take action.
Optimize service delivery
Low customer satisfaction scores are an unfortunate reality of doing business. Clearly identify what’s driving unfavorable customer sentiment and spot trends that can affect your service strategy. Improve agent performance and service workflows. Give your teams the tools they need to not only improve customer experiences, but boost their performance and operational costs, too.
Improve the quality of your feedback
Customer feedback is key to elevating your service. Interact with customers on the channels they love most and get the high-quality data your organization needs. Design and deploy relevant feedback engagements that seamlessly fit into your customers’ lives. By meeting your customers where they are, you’ll drive more valuable responses.
Understand and prioritize underlying issues
Making smarter business decisions requires truly understanding your customers. Dive deep into all your interactions to gather both high-level and individualized insights. Use this information to identify and address problem areas. Then implement these efforts across your customer service team — directly impacting your ability to drive better customer experiences.
Transform your customer experience
Customers crave easy experiences with brands. Identify areas of frustration in the customer journey at an individual and cohort level. Improve agent effectiveness and drive process improvements by prioritizing and closing experience gaps — quickly and effectively.