Astute Launches Post-Interaction VoC Surveys

In the US, customer engagement platform Astute has launched a survey solution called Interaction Experience, designed to capture post-interaction feedback across multiple channels.

Astute combines first-party data across the customer journey, offering AI-driven customer self-service, CRM, social media management, and Voice of the Customer (VoC) tracking and analytics. Last month, Astute acquired Canadian Voice of the Customer (VoC) analyst iperceptions, which offers survey design, deployment, customer / purchasing behaviour analysis and reporting, collecting feedback from millions of 'visitor intent data-points' each year.

Astute's new Interaction Experience solution has been developed as a measure of live agent performance immediately after their call with a customer, while also collecting feedback on other customer interactions, such as using a customer service chatbot, or engaging through live chat and SMS. Using the solution, companies can set up and customize post-interaction surveys, capture feedback on the quality of the interaction, and validate that the case was handled correctly. The survey can also display different follow-up questions based on whether the customer feedback was positive or negative.

Astute President and CTO Alex George (pictured) explains: 'This new VoC solution is designed to help customer care leaders swiftly gauge the overall themes and performance of their contact centers. Having this kind of data readily at-hand lets them respond more quickly to opportunities to improve their customer service journey'.

Web site: www.astutesolutions.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.