Mindshare and SoundBite Automate CEM

By Stefania Viscusi

TMCnet Assistant Editor

 

In a bid to help companies better strengthen their customer loyalty and branding, a new partnership between Mindshare Technologies and SoundBite Communications (News - Alert) to develop and deliver on demand Customer Experience Management (CEM) and Monitoring products has been announced.

 

As per the partnership, they will work together to offer enterprise organizations with immediate customer feedback via automated voice messages in a hosted environment. This eliminates the need for live agents, as well any expenses associated with needing on-premise hardware or software.

 

The combined solution will leverage Mindshare's survey and analytics together with SoundBite's hosted contact solution to offer direct feedback using an outbound survey application immediately following contact—and ensuring that best service was received.

 

Chris Selland, Vice President of Business Development at SoundBite told First Coffee, "the feedback we get is near-immediate -- we can survey the consumer right after they've had the experience, when it's most fresh in their minds.  And, if there's a problem, we can resolve it -- right away."

 

One company Asurion, a provider of specialty insurance, warranty and other marketing services to the telecommunication industry is using the combined solution to measure and survey the customer experiences of their Roadside Assistance customers. After a request is made for assistance, and an estimated time of arrival for help is determined, the system calls the customer back to prompt them about their experience. This helps not only guarantee that service is timely, but also connects customers with a live agent if necessary, as well as offers insight into improvements for their service offering.

 

Using automated messages is key in honest and immediate feedback. Because customers are prompted immediately following their interaction, it is still fresh in their mind and because they are not speaking with a live agent, they are more likely to be honest, and provide the information needed to maximize customer satisfaction for future transactions.

 

Selland also commented on the combined offering in a recent news release, "the virtually unlimited calling capacity and high-quality of SoundBite's automated voice messages, coupled with Mindshare's ability to capture and analyze customer feedback is a compelling solution for large and small customer-oriented businesses that want to immediately understand how their customers perceive the service experience, and respond in real-time to enhance customer satisfaction and loyalty."

 

 

 

 

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