It’s no wonder that response rates are down and frustration is up. B2B or B2C, solving for this is what we do – for some of the best brands and enterprises in the world.
Customerville weaves survey questions tailored to your customers’ experience into your brand story using a proven blend of creative design, technology and behavioral science. The result is an award-winning feedback experience that engages customers and builds your brand. And it works flawlessly on any device, through any channel, and in any language.
The Behavioral Science of CX Feedback
With Customerville, Scholastic launched an enterprise-wide customer feedback program in a multichannel customer contact center environment servicing millions of interactions annually. Together we work to ensure actionable, immediate feedback at the CSR level is available for coaching, quality monitoring and service recovery in the leading brand in youth publishing.
Survey images and content flex depending on a variety of factors to personalize the survey experience to the individual customer. If survey senses an unhappy client, an image of an executive from the responsible area of the business pauses the survey and offers to discuss the problem right then and there.
Customerville established and operates a claims-focused VoC initiative at this leading Canadian insurance carrier, part of the global, Fairfax Financial. We work to ensure the voice of the customer is infused back into all aspects of claims operations and across the business enterprise. Together we use frontline insight to drive staff development, coaching, quality and process improvements as well as real-time service recovery.
The Northbridge survey features customer submitted photos throughout, providing an engaging experience and encouraging respondents to do the same with Customerville’s Photo Survey™.
PremeraListens is a transformative customer experience program implemented by a major BlueCross Blue Shield affiliate with the objective of engaging patients in a way that the medical field has never seen before.
Patients are engaged every step of the way on their medical journey with Premera. Each interaction is accompanied by vibrant hero statements and photos that intersect each customer’s personal profile with the emotions the insurer hopes to achieve in the interaction.
Live Dashboard™ puts customer survey results to work in your company, at all roles and levels. And our newest version comes loaded with the tools you need to embrace a customer experience culture.
We started by looking at how Customerville clients in over 20 countries use information, praise and critique. Then we put that powerful information to work. The result? An easy-to-use dashboard that implements quickly and integrates with your other systems, arming your managers with more than just management tools. Live Dashboard gives them leadership tools that will become a core part of your business.
Live Dashboard™
Whether it’s responding to a service failure, noting an action taken or celebrating a success, Live Dashboard’s tools are carefully designed to create a heightened awareness of trouble points — without demotivating your teams.
Live Dashboard™ consolidates feedback from Customerville-powered surveys across your organization. Whether we're grading locations, E-commerce sites, individual associates or a blend of these things, it’s all beautifully presented by role and permission.
With Customerville you get more than just the award-winning enterprise feedback platform trusted by companies in over 20 countries. You get a dedicated team of survey experts, systems designers, artists and copywriters all driven by a single mission: to make your enterprise VoC platform tremendously successful. We’ll work with you and your team every step of the way.
Engaging Customers in Sharing Feedback
In this week's episode of the vlog, Max takes a looks at how sub-par surveys are creating 'conversation fatigue' and affecting society's perception of companies. Join us to learn what your organization can do to make giving feedback more like an authentic, human conversation for your customers using behavioral science techniques from top researchers in the field.
THE ALL NEW GUIDEBOOK
In an industry that is rapidly evolving, Design-driven Feedback™ provides a unique perspective as to how CX professionals can change their outlook on best practices, strategies and innovation within their organization. Customerville CEO, Max Israel, explores topics ranging from behavioral science to publishing practices to theatre acting techniques that will all play a part in the next generation of customer experience management. Full of fresh new ideas, this publication is sure to turn heads and evoke conversation amongst practitioners and vendors alike within our industry.
Customerville transforms customer experience surveys into rich, interactive experiences using it’s unique Design-driven Feedback™ platform. A pioneer in the CX field, Customerville fielded among the first real-time CX surveys on the internet.
Today, feedback platforms powered by Customerville’s Design-driven Technology Stack™ can be found across a dozen industries, millions of customer interactions and in over 20 countries. Customerville’s award-winning CX platform elevates quality listening across the entire customer journey, blending technology, design and behavioral science to emulate how people naturally share and respond to feedback.
Tel: +1 (206) 224-6200
info-usa@customerville.com
6042 Seaview Avenue NW Suite #101
Seattle, WA. 98107 USA
Tel: +34 963 288 855
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