TELUS Frontline Feedback
Build strategies based on customer input
The most strategic way to improve the customer experience is to gain direct customer feedback from all interaction channels. Creating opportunities for customers to comment on their experience at every frontline touch point gives you the insight to craft and execute true customer-focused strategies.
TELUS Frontline Feedback enables you to use customer input as the key driver behind your customer experience initiatives.
- Capture and integrate customer feedback at any point of the customer experience
- Develop and execute strategies based on needs and requirements that customers deem most important
- Improve customer relationships by consistently stressing the importance of their input in your strategic decision making
Key Features and Benefits
You can capture input from customers in a variety of ways including email, phone or the Web. With the flexibility built into the solution, you can choose how to elicit that feedback – target a specific group, poll random “nth” customers or request immediate input. With simple survey design, business users can create surveys quickly and easily, integrating a variety of responses and question branching.
- Create new survey audience segments or reuse existing lists
- Integrate opt in/out preferences
- Leverage timing and frequency analysis to ensure effective feedback scheduling
- Analyze feedback through graphical reporting and dashboard functionality to drive effective action and track satisfaction and loyalty
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