Study the dependence relationships
In form-based systems, there was no possibity to explore customer experience anonymously* as a whole.
With Intres Tool Professional, you can connect the customer experience touch points and explore the whole experience history of people, contacts or stakeholder groups. By researching the dependence relationships between touch points you can observe the whole customer experience history and find out, whether for example a certain factor has an effect on the renewal of customer relationship or on breaking it.
An example: A group of customers has expressed a negative attitude in Customer Satisfaction Survey 2008, to the point of breaking the relationship. With the help of Clickable Charts, you can easily select an anonymous group of people you are interested with a single click of mouse, and get to know their customer experience history better. By comparing the customer experience history of dissatisfied clients with the experience history of loyal clients you may find out that, at an earlier time, when help desk performance was researched, their response to the question
Was the problem solved to your complete satisfaction?
revealed great dissatisfaction to the problem solving capabilities of the helpdesk and support services. You have found a critical factor contributing to the continuity of the customer relationship.
By combining the benefits of Intres Tool question sharing system and Contacts services you can view the total customer experience history very extensively and get comprehensive information about the customer/stakeholder behavior - We help you to know your customers better!
*) Groups of people are selected. Personal contact information is hidden.
|
Home
English
Suomi
Русский
Ελληνικά
