PROVO, Utah--(BUSINESS WIRE)--Today’s most successful organizations know customers expect to have their voices heard and responded to quickly. The challenge is in how to collect easily, analyze, and act quickly on this valuable customer insight. For many organizations, this dilemma required expensive technology that took months to implement and weeks to make even the simplest changes.
For this reason, Qualtrics, the world’s leading insight platform, today announced the launch of Qualtrics Vocalize™. This new Voice of the Customer (VoC) solution provides organizations with a sophisticated, yet simple to use technology platform to collect what customers are thinking, communicate this feedback to the appropriate internal stakeholders, and take immediate action.
“HireVue selected Qualtrics Vocalize because we needed a solution that offered the most advanced analytics capabilities possible in a configurable, easy to use voice of customer solution,” said Mark Newman, CEO, HireVue. “Our business relies on its ability to understand customer needs in real-time and to respond quickly. With the Vocalize dashboard and closed loop customer response functionality, we can continue to provide best in class talent acquisition services to our clients.”
"At JetBlue, our business is built on providing exceptional customer experiences. Qualtrics has enabled us to act quickly on the data and insights that improve the traveler experience,” said Kyle Groff, manager of customer insights, JetBlue Airways. “Qualtrics' continued dedication to building and enhancing its technology solutions to meet client needs is one of the primary reasons that we selected Qualtrics to power JetBlue's VoC program."
VOC: Take Action on Real-time Insights
It is a well-known reality that businesses today operate in an environment where the commoditization of products and services are inevitable, leaving customer experience as the primary differentiator and hallmark of core business value. Importantly, VoC programs are vital to improving and delivering stellar customer experiences.
In fact, it seems that Forrester Research, Inc.’s June 2014 The State of Voice of the Customer Programs, 2014: It’s Time to Act, supports this contention. The report states that successful VoC programs must systematically collect customer feedback, mine that feedback for insights, share the insights with the business, and incorporate the insights into business decisions.
Qualtrics Vocalize tackles these requirements with a powerful solution designed to transform the way that organizations collect, analyze, and act on customer insight.
“Voice of the customer (VoC) programs play a critical role in improving customer experience,” wrote Maxie Schmidt-Subramanian, senior analyst of Forrester, in a recent blog post (The State of VOC Programs, 2014, May 2014) on the state of VoC programs. “They gather data for customer experience (CX) measurement efforts and uncover insights that help improve customer understanding.”
Capture Your Customers’ Voice. Deliver Ahead of Expectations.
Collect: With multi-channel data collection capabilities, Qualtrics Vocalize pulls in data from multiple sources including social media, mobile devices, email, web, phone and text. This enables the seamless analysis of relevant VoC trends based on role, department, location, and urgency.
Analyze: Equipped with flexible, configurable dashboards, Qualtrics Vocalize allows organizations to zoom into individual customer feedback, zoom out to see the bigger picture, and course correct using the fast data gathered via Qualtrics.
Act: Qualtrics Vocalize incorporates dynamic case management features, which include the ability to assign actions throughout the organization based on feedback given. When a customer is dissatisfied, Qualtrics Vocalize automatically sends a follow-up action to the most appropriate internal stakeholder to close the loop with the customer.
“We live in an era of immediacy and organizations feel the pressure to address customer concerns, needs, and wants quickly. Unfortunately, in the current VoC landscape, organizations must call the vendor to make even minor program changes. This is no longer acceptable in today’s fast-paced markets,” said Steve Brain, head of engineering, Qualtrics. “That is why we’ve developed Qualtrics Vocalize to put the power back in the hands of the business. Vocalize is a simple to use, yet powerful, automated customer experience solution that allows business leaders to quickly capture the voice if its customers, immediately analyze the data, and act to close the loop—all without expensive vendor support costs.”
Forrester’s Maxie Schmidt-Subramanian joined Qualtrics for the webinar, Voice of the Customers Best Practices: Characteristics of the Most Innovative VoC Programs, on October 9, 2014. Register for access to the replay at: http://success.qualtrics.com/voc-best-practice-ondemand.html
Qualtrics is a rapidly growing software-as-a-service company and the provider of the world's leading insight platform. 6,600 enterprises worldwide, including half of the Fortune 100 and 99 of the top 100 business schools rely on Qualtrics technology. Our solutions make it fast and easy to capture customer, employee, and market insights in one place. These insights help our clients make informed, data-driven business decisions. Global enterprises, academic institutions, and government agencies use Qualtrics to collect, analyze, and act on voice of the customer, customer satisfaction, employee engagement, 360-degree reviews, brand, market, product concept, and employee feedback. To learn more, and for a free account, please visit www.qualtrics.com.