Survey Design and Data Capture
Surveys are a quick way to gather your customers' feedback and attitudes while an experience is fresh on their minds. We are method-neutral and let the research objectives, customer preferences, and contact rates dictate which modality we employ for data collection.
Our ClearView platform seamlessly consolidates all feedback – survey results, social media feedback, CRM data, sales data, and more – into one integrated dashboard so that assessing the customer experience and gleaning powerful business intelligence becomes easier than ever.
Types of surveys
- Transactional surveys
- Relationship surveys
- Employee surveys
- NPS, CSAT, RIM™ surveys
Features
- Multi-mode – SMS, Phone, Automated Response, Web, Social Games, E-Mail, Social Media
- Sophisticated import / export / merge data utility
- Survey capability in any language
- Social media monitoring in 15 languages
- Contact rate statistics for effective program management
- Customer record update and correction mechanism
- Real-time alerts
- Mobile access
Dashboard
The dashboard is the central and powerful gateway into the ClearView system. It can be customized to show the key performance indicators and program summaries that are most relevant to your organization. The dashboard is designed in a clean, intelligent graphical user interface.
Every user enters the system at the landing page. A rules-based login feature ensures that the information on the landing page is filtered according to the organizational level of the user. For example, a senior account manager will see enterprise-wide data while a business unit or location manager will see only the details around their particular operation.
The dashboard is defined by your users. It can be customized to show anything, from the Relationship Investment (or any other measure) of your overall customer base, to the enterprise-wide performance of your business outlets, and even a list of customers requiring priority-based follow-up action.
Case Management System
Customers will always have questions, feedback and concerns about your brand. The ClearView Case Management System (CMS) allows companies to a open customer case as soon as a survey is completed or a comment deserving of follow up is received.
Engaged customers are less likely to defect even if they are temporarily unhappy with a product or service. They are invested in the relationship and as a result will forgive occasional failures and work with the brand to remedy the situation. With the ClearView CMS, companies can take actionable steps to resolve the concern while recording and auditing each step in the process. Users have the option of initiating follow-up contact with customers at each step of the process, minimizing the chances that a customer complaint will be ignored or lost.
Real-time case analytics are available through the CMS, detailing how effective a company’s customer recovery program is and supporting root cause analysis and solution development.
Features
- Case history tracking
- Case assignment and escalation
- Survey invitation
- Case analytics
- Multi-modal communication
Social Media Console
Social media has changed perceptions about brand management simply because now, you can track and collect real-time and – importantly – candid feedback from your customers. ClearView’s Social Media Console can empower your corporate office and retail network to better manage the customer experience, social media conversation and the brand.
Our Social Media Console is the central stage for all of your social media monitoring needs. It allows you to customize search criteria (inclusionary and exclusionary) and track discussions about your brand, product or service. A built-in textual and sentiment analysis tool allows your retail and brand managers to conduct performance assessments and root cause analyses. ClearView monitors what is being said across all major forms of social media – Twitter, Facebook, YouTube, blogs, websites, and more – in 15 languages.
Features
- Word clouds
- Proximity charts
- Sentiment analysis
- Multiple languages
- Two-way communication capability
Types of social media: Facebook, Twitter, YouTube, Yelp, Foursquare, blogs, consumer review websites.
Analysis Tool
Our standard reports can provide a comprehensive summary of your major performance indicators but our Analysis Tool is used to derive a mutli-dimensional view on what that data really means.
There is always a need for ad hoc analysis. Whether preparing for a presentation, conducting a root cause analysis or doing a deep dive into a particular aspect of the customer experience, the Analysis Tool allows users to perform robust data analyses, generate reports and share those insights across the enterprise.
Use cross-tab reports to perform root cause analysis and other causality analysis. Rank regions and divisions, measure network variance, and identify best practices. Perform advanced statistical analyses to unveil the true drivers of your customer feedback and behaviors.
Features
- Cross-tab reports
- Nested filters
- Statistical analysis
- Report generator
- Export tool
Reports Engine
The potential for customer feedback data to provide actionable insight is highly dependent on how succinct, organized and accessible it is. Our Reports Engine is designed to deliver clean summary reports on all major performance indicators. Reports are accessed through our online and mobile ClearView platform or can be integrated seamlessly with enterprise and CRM solutions.
While iSKY maintains a standard set of reports proven to be effective for performance and opportunity assessments, our data management center can be consulted to provide customized reports and reporting templates through the Reports Engine.
Standard reports
- Performance vs. goal
- Performance trend
- Drill-down performance
- Customer profile and case history
- Priority customer alerts
- Social media summary
