i2c's IVR System Makes Company First in Payments Industry to Gather Customer Feedback via Mobile Text Surveys and Customer Voice Messages
March 18, 2013
By Mandira Srivastava
, TMCnet Contributor
Customer feedback can be critical lifeline for a business -- you can uncover flaws in your offerings while making a more effective vision and strategic plan for your business.
In order to help businesses to gather customer feedback, i2c, a provider of the infrastructure financial institutions, corporations, brands and governments need to launch and profitably manage payment and next-generation commerce products, recently implemented new methods for obtaining feedback from prepaid card consumers.
i2c’ss Interactive Voice Response (IVR) system enables managers to gather customer feedback through mobile text surveys and automated collection of customer voice messages. With introduction of this new system, i2c has become first company in the payments industry to offer such options.
Mian Salman, director of client services at i2c, said in a statement, “Our ability to call back an unhappy customer within minutes of them sharing a bad experience enables us to convert potential detractors into promoters.”
This system shows a radical change from the way customer service surveys are done today. Multiple questions, after-call surveys are considered standard method for obtaining feedback. However, they are plagued by low response rates, making it difficult for organizations to identify and respond to customer service issues. i2c’s new voice message option allows customers to record messages with their feedback and receive a call back within 15 minutes.
“i2c understands that customer satisfaction is one of the building blocks to our clients- long-term success in the prepaid business. These enhancements make it easier for customers- voices to be heard and their feedback to be contextualized and humanized,” said Patricia McPeak, vice president, product and marketing at i2c. “The additional information gleaned from the mobile surveys, voice messages and personal conversations with customers will allow both i2c and our clients to provide better service to customers.”
Edited by Rachel Ramsey