Improve your NPS and CSat scores (as well as other CX/ VoC scores)
Raise your current CX and VoC programme to the next level by extracting detailed customer sentiment insights
The challenge
CX/VoC programmes are a big investment and seldom optimised
CX/VoC programmes come with big expectations - expectations based on promises of what is possible, but seldom achieved
One of the biggest pain points is the clarity of what’s required to improve scores (e.g. NPS, CSat, and/ or Customer Effort) because customer comments are not effectively leveraged, if at all
The solution
Touchpoint Group’s CX-VoC Optimisation Solution
The CX-VoC Optimisation Solution frameworks include:
VoC Framework
App/ Digital Framework
Complaints Framework
Insurance Journeys Framework
Optimise your results without the requirement of changing your current VoC Solution
You benefit from customer insights experts who become an extension of your team
The CX-VoC Optimisation Solution is designed to provide stakeholders with clear, detailed, and prioritised direction on what’s required to maximise customer experience
Key benefits of the CX-VoC Optimisation Solution
Unearths the full potential of any VoC programme in terms of depth and detail of insights for stakeholders
Quick and comprehensive conversion of raw feedback into higher-value insights for well-informed stakeholder decision-making
Clear improvements in NPS and CSat scores. For example, 30% improvement in app scores within 18 months
Complete clarity on issues to ensure improvement investments are not misdirected. More traditional approaches will be too high-level to be as effective
The Optimised Customer Experience Clover
The Optimised Customer Experience Clover provides a pictorial, ‘quick go-to’ representation of the frameworks (petals) that are available within the CX-VoC Optimisation Solution
You Get: Pre-built topic models that are sector-specific
We know that defining and constructing topics is a major pain point for clients
You don’t need to define nor construct the topics you need
The detail we provide in our topics for you is well-beyond what VoC systems provide. This makes the outputs significantly more actionable
You Get: Robust, reporting frameworks
Our CX-VoC frameworks empower focused analysis/reporting for specific purposes. All of the frameworks can be customised when and where needed
We provide:
Platform training-optimise your access to our text analytics AI platform
Reporting
Advice on best practice
Additional reporting frameworks built as required
Results focused:
Churn reduced
Retention increased
Lower cost to serve
Increases in NPS, CSat, and Customer Effort scores (as well as other programmes you may have in place)