Transactional NPS activity to understand Customer Experience
One of the leading internet service provider backed by telecom giant planned to conduct customer satisfaction survey across the customer journey. It was the first-time activity to gauge the customer experience. The customer service team wanted to continuously assess and act upon the key drivers of the customer experience.
How Zykrr delivered impact
Collaborated with the team to understand the customer journey in detail and devised intelligent questionnaires across three major touchpoints to start with – Onboarding, Renewal & Call center
With the help of manual upload feature, we enabled the client to roll out quickly and run integration in parallel. By the time integration happened we had collected 2 months of data giving a head start. The responses were mapped deeply to multiple segments ranging from speed, device, installation agent, region and more
Deployed a real-time integrated CXM system for the company to continuously listen voice of the customer across all the touchpoints
Set up a spontaneous escalation management system to empower regional teams to take actions on negative feedbacks in real time.
Conducted monthly review meetings with CEO & department heads to present impact analysis reports and highlight key actionable steps
Give Your Business The Pinnacle Of Solutions And Unlock New Potentials With Zykrr.