Key Applications
Any handset. Any country. Any language.
Mobile Voice Of The Customer - Capture
Instant
Insight
Combining mobile voice of the customer with other
established
listening channels, such as IVR, online, social media and
CATI,
introduces real-time insights and actionability into any
voice
of the customer program, and closes the loop with a more
holistic view of your customers' experience.
Using OnePoint Global to deploy mobile voice of the customer,
from complaint resolution, care programmes and point of sale
feedback, enables your customers to conveniently use their mobile
device to interact with you - extending and improving your voice of
the customer activities with a channel that is 'always-on',
relevant and responsive.
With mobile voice of the customer, you can also improve
internal processes to ensure alignment with customers' expectations
and requirements, such as:
- Store audits and mystery shopping
- Employee motivation
- Employee excellence programs
- 'Living the Brand' behaviour evaluation
- Training needs analysis
- Audit and compliance activities
Benefits of using OnePoint Global for mobile Voice of the
Customer include:
- Gives real‐time access to customers in buying mode
- Offers a rich triangulation of insight by combining media,
voice, barcodes, pictures and more
- Provides the depth of field researcher insight without
information being influenced by their presence
- Offers a true reflection of the experience as it happens,
rather than recalling the event after it has happened
- Is less intrusive and eliminates having to take large periods
of time to complete lengthy questionnaires
- Gives customers a personal and enjoyable experience using their
phone to interact with brands
Solutions
