Measuring Service Interactions
You want to deliver your customers the best, fastest, most responsive service from the call center to the web. And you want to keep cost under control.
Measure and drive best in class Customer Service Interactions
CustomerGauge integrates with your various phone, chat and email systems, and automatically surveys your serviced customers on their experiences. You get immediate insight into what works well and what needs improvement. Plus it allows you to measure individual agents, compare them against each other and objectively bonus them on their customer performance. This works as a true stimulus to wow your customers with best in class Customer Support.
CustomerGauge is built for easy setup and unobtrusive operation. It works in the background to visibly show how your callcentre or web-support is performing. Agents are motivated by real-time feedback and scores to fix customer issues first-time, solve issues faster, and deliver an experience your customers will love.
Loyalty surveys with CustomerGauge deliver customer satisfaction and Net Promoter® Score measurement in a single package. Flexible enough to integrate with most major service systems by transaction, bulk upload or spreadsheet upload. Web based, so no need to manage hardware or software. No need for a big up-front capital investment. You can support new products, services, or processes. You can make changes on the fly.
CustomerGauge allows us to track the performance of countries, departments and individuals across the whole of the company, enabling us to improve the quality of certain entities and set targets and bonuses – all based on CustomerGauge.
Client Services Team Leader, CMC Markets, London
Display scores and voice of customers in real-time
CustomerGauge provides an option for real time display of customer feedback on giant plasma displays along side other call centre stats.
Bonus staff objectively on customer sentiment
You may choose to add the element of Customer Loyalty (measured by Net Promoter Score) in your employees bonus scheme. To do this you will need a survey tool that is robust and reliable. CustomerGauge is used in many corporate situations, and it’s unique “anti-gaming” system means that any potential score fraud by employees can be detected and prevented.