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The Promise
Improving Customer Satisfaction (CSAT) is an ongoing effort in most companies. Whether it is improving internally developed CSAT metrics or Net Promoter Score (NPS) or an industry ranking such as JD Powers or ACSI, it has its own set of challenges.These include but are not limited to time lag between surveys and actions, a gap between Quality Analysts (QA) scores and CSAT scores, or actions taken not producing desired results. The root cause for most of this is reactive CSAT improvement programmes or initiatives. The answer lies in proactive CSAT improvement, something that SatNext™ has pioneered.
What is SatNext™?
SatNext™ is a cloud based SaaS that predicts, improves and maintains Customer Satisfaction (CSAT) scores.
The SatNext™ suite comprises
- Email/Chat/Web survey platform including a survey analyser
- Multi-channel Interaction analyser
- Agent performance dashboards
- CSAT/DSAT dashboards and reports
- FCR dashboard and reports
- Net Experience Score (NES)
Benefits
SatNext™ does not depend on just CSAT scores and QA scores to improve performance, it extracts actionable intelligence from disparate sources of data such as CRM, agent performance, interactions, feedback on social media to give you a 360 perspective on what impacts your CSAT agents or your processes or your products.
The Net Experience Score (NES) from SatNext™ ensures that you are able to take actions and not just provided with insights. SatNext™ drills down to specific agent level, issue level and process level actions that move the needle on CSAT.
SatNext™ is based on prediction technology. It recommends actions with their future impact so that you can do the right things and improve CSAT. SatNext™ has robust models that predict, prioritise and proactively control the real drivers of customer satisfaction. The accuracy of this solution in predicting and prioritising recommendations enable our clients to take proactive actions in the shortest possible time – a critical differentiator that results in a guaranteed improvement of CSAT scores.
SatNext™ also provides Early Warning indicators that let you know what is likely to impact CSAT, based on ongoing data analysis. That way you are not in for a surprise when the CSAT scores move up.
With SatNext™ you do not need to wait for long. SatNext™ enables you to improve your CSAT within just 120 days by which time you will start seeing tangible results on your CSAT or NPS. Read how a leading satellite television company improved CSAT in just 70 days.
With SatNext™, you do not need to reinvent the wheel. It helps in easy integration with your existing CSAT Programme through its data extractor.
SatNext™ is being used by telcos, banks, software companies, travel companies to predict and improve CSAT.
Email us
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"We are proud that the American consumer has ranked us # 2 in customer service in the retail industry. We began the journey of perfecting the customer experience four years ago and have significantly restructured customer care. 24/7 Customer has been an integral part of this process, helping improve customer experience through their outstanding operations supported by proprietary models. We appreciate the 24/7 teams disciplined focus. They've really helped our customers have a consistent outstanding experience, even during turbulent times"
SVP
Marketing and Customer Care of one of the fastest growing online retail companies in the US
