Intouch Enterprise Feedback Management (EFM)
A targeted omni-channel approach to gathering and acting upon customer feedback
For many years now brands have adopted a ‘scattergun’ approach to gathering feedback from the customer base. Individual business units all draw upon the same CRM base to perform wholesale surveys, often without inter-department co-ordination. It is little wonder that the term ‘Survey Fatigue’ has been coined to describe this frustrating new customer experience phenomenon.
INTRODUCING PRAXIDIA INTOUCH EDM
Praxidia InTouch EDM provides a refreshing and enlightened approach to multi-channel customer feedback that will not overwhelm your customers.
Unlike traditional approaches, Praxidia InTouch EFM targets specific customer segments, with appropriate and timely communications.
Design and roll-out of EFM requires careful planning and execution, ensuring that customers are surveyed at an appropriate time, through the most appropriate mechanism and most importantly -with a contextually relevant set of questions.
Integration with existing CRM and other database platforms enables BAU or campaign driven surveys to be initiated only when specific rules are applicable, for example – product ownership, service plan, age, sex, contract tenure.
Traditional post-interaction ‘touch point’ surveys (CSAT, NPS or CES) can also be triggered through InTouch EFM platform integration, with defined rules outlining who and when to target, and through what mechanism (phone, web, email, SMS or mobile app).
However, effective capturing of customer feedback is only one part of the EFM story. Praxidia InTouch EFM analysts draw upon this feedback to initiate and drive change through the business.
Ultimately this change can be tested and calibrated with communities of InTouch EFM users to provide a closed-loop dialogue around business improvement.
Praxidia provide an end-to-end approach to EFM design and deployment; ensuring that every platform delivers upon its full potential.
Enterprise Feedback Management is the practice of centralizing and managing all customer feedback mechanism through a single platform.
InTouch EFM feedback mechanisms span the entire omni-channel ecosystem and are tied to strictly defined rules that ensure they are only initiated when appropriate.
A well designed EFM solution will provide a one-stop shop for aggregating customer feedback from across the entire enterprise
- GATHER TARGETED FEEDBACK FROM ACROSS THE CUSTOMER LIFECYCLE.
- ENGAGE WITH CUSTOMERS ACROSS ALL CHANNELS
- CENTRALIZE ALL CUSTOMER FEEDBACK ACTIVITIES UNDER ONE ROOF.
- CLOSE THE LOOP: GENERATE CX ENHANCING ACTIONABLLE INSIGHTS