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Voice of the Customer

 
Understanding the customer used to be “easy”. There was a formula and it worked. Then came the internet and the emergence of Web 2.0, bringing with it an explosion of digital touchpoints – emails, blogs, wikis, forums, and an array of collaborative media. Today, customers have a loud and clear voice. They openly share ideas, perceptions, and problems about products and companies. They create trusted communities and powerful, influential constituencies.
  
It’s an information-rich channel with a wealth of untapped customer intelligence. Traditional technologies can’t gain access or decipher the unstructured content that today’s customer conversations and insights are built upon. enherent’s Voice of the Customer (VOC) solution uses dynamic and adaptive ETL (extract, load & transform) and learning-based analytics to:
 
  • Access unstructured content from internal and external sources
  • Integrate unstructured and structured data
  • Analyze the integrated data to deliver a 360º View of the Customer.
  • Understand what customer are saying, what they think and what they want
 
Our VOC solution allows you to be more responsive to customer issues, perceptions and requirements, create a compelling experience, and making customers a part of the innovation process, while decreasing the cost and time associated with deciphering valuable customer feedback and untapping hidden information. With enherent's VOC solution, customers can address the following:   
 
Innovation
Analyze customer surveys, email, call center notes, Internet Dialog, etc. to generate new product and enhancement ideas
  • Accelerate new product introductions
  • Establish and maintain competitive advantage
Reputation management
Analyze Internet dialog to assess brand impact
  • Proactively manage Brand risk
  • Identify areas where damage control is required
Market analysis
Analyze data from all customer channels to improve marketing effectiveness
  • Assess the impact of new product introductions and refine messaging early in the product launch
  • Assess the effectiveness of marketing campaigns
  • Evaluate offering strategies for market segments
Customer acquisition, growth and retention
Analyze call center notes to identify product issues and capture their resolution
  • Improve customer responsiveness and service levels
  • Improve customer satisfaction
Call center optimization
Automate the process of receiving, interpreting, sorting, routing, and responding to all incoming e-mails.
  • Reduce cost, improve response time, and increase productivity
Quality and Safety
Analyze customer and repair notes to get early warning on quality and safety issues
  • Eliminate expensive recalls or reduce cost of recalls with early detection  
  
enherent's Voice of the Customer Presentation:
 
 
 
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