Listening and capturing the voice of the customer could be challenging. Your customers use a variety of channels for communicating and you need to capture the voice of the customer in various touchpoints. Multiple approaches can be used like: reactive and proactive feedback, which comes in many forms need to analyzed and distributed for decision-making purposes.
The CEMax solution is a comprehensive VOC solution platform, our platform enables opening your eyes and ears on all channels and journey touchpoints. Each piece of feedback is analyzed and routed to the proper department. Surveys with a low grade will automatically execute a retention workflow. Our advanced BI and analytics tools will interpret big data into actionable items.
Master customer satisfaction by having access to the opinion of customers across all media channels and improve the products and services.
Have the tools to interpret customer feedback into actionable items and have continuous improvement in customer experience in all touchpoints and throughout the customer journey.
Traditional mechanisms for listening to the voice of the customers include interviews, focus groups, and market research studies. With the CEMax voice of the customer solution, you can “listen” to your customer on a much larger scale via a much wider range of communication channels, including video chats and others like:
Unlike many organizations where a survey is just a statistic at the end of the month, our platform will calculate each survey grade. When a survey has a low grade, or the customer states he would like a follow-up, our adaptive workflow will make sure that the feedback will transform into a case with right SLA schedule and is routed to the right people within the organization.
Depending on the feedback type and other properties like survey channel, location, regulation, sentiment, and other characteristics, the machine learning workflow will create the needed tasks to resolve the feedback, assign the right people to each task, send emails and other correspondence to people within the organization. It will also monitor that every task meets its deadline, and execute escalations when needed.
Our experience in many verticals over the years has allowed us to test many workflow procedures. We saw which workflows worked, which were over complicated, and which worked best and made the customer happy. This allows us to bring to the project a set of best-practice workflows for your vertical and regulation requirements.
CEMax workflow allows easy integration with other applications and creates cross-application integration. Some examples of integration could be integrating CEMax with an existing HR system, or integrating CEMax with a quality assurance application, financial application, and others.
|New amazing colorful question-and-answer design templates.|
|Built-in support for touch devices.|
|Supports video and audio questions.|
|Supports regulation surveys guidelines.|
|Large question-and-answer repository sort-by categories|
The CEMax Customer Experience Portal contains everything related to customer experience. The main screen contains our personalized dashboard—everything you want to see first will be displayed: your reports, your tasks, important customer feedback, and other information. The portal appearance and information changes depending on personal preferences and job responsibilities. From the main dashboard, you can drill down and reply to tasks, analyze reports, or start a new survey campaign.
Dashboard & Analytics – CEMax delivers a complete suite of dashboard analytics reporting tools with direct access to feedback and service information data, key performance indicators, and insights from customer interactions. Every user will see personalized information depending on his position within the organization.
An integrated 360° customer view allows overseeing customer feedback information, case details, survey information, social media information and other analytics all in one easy to understand Dashboard. The 360° can also incorporate information from other legacy system to enhance customer information detail.
Users can view customer ticket, open a new ticket, or submit a feedback on behalf of the customer when noticing a bad customer experience.
The module contains all organizational information including customer information, standard operating procedures, service policies, task procedures, reports and archived data. Users can easily search for indexed information, found information can be viewed, shared with employees or sent to the customer.
The back-office provides self-maintenance for all the processes which are required to administer the platform. We believe in proving the users with administrative capabilities which do not require coding skills. Power-users can add workflow, create new surveys, publish survey, change user’s permission and all other required administrative tasks.
CEMax analytics enable you to analyze customer activity, identify service bottlenecks, and detect product faults, measure customer satisfaction, and strengthen loyalty.
Our ready-to-use reporting and analysis tools help you understand your customer, improve product quality or service, and reduce churn rates. That is why our analytics and reporting tools cover every aspect of every customer interaction. CEMax analytics and reporting capabilities include:
KPI Keeper© will learn which KPIs and other performance indicators are important to management. Once learning what’s important, KPI Keeper will track these indicators online and will send managers detailed reports on their department/business unit activity, which KPI needs improvement, and how the department or business unit is preforming in regard to other business units (for example, how one bank branch is measured to other branches in the state).
CEMax enables customer to interact with your business via all major social media sites. CEMax helps you find out which social media sites your customers use, add customers to your network, and post product or service information for your customers. The key capabilities of CEMax social interaction include:
CEMax searches social media and consumer sites for information about your products and services. All information is displayed in a unified inbox and can be automatically forwarded for immediate resolution.
Customers can subscribe to your social media site and receive automatic notifications when information about your products and services is updated.
Customers can participate in online surveys and questionnaires to provide feedback on your products and services.
Information, feedback and insights received via your social media sites can be used to improve your business operations.
A solution that includes advanced survey tools, complaint management, social media monitoring, and analytics tools.
Receive feedback via all communication types
Automatic Feedback routing
Workflow for low graded surveys
Central feedback hub
Monitor KPIs automatically
Use field-proven best practices
CEMax’s technology backed with best practices procedures and 16 years of customer experience projects.
One management system
Lowering TCO costs
Fast implementation time
Reliable and field-proven technology
Over 100% R.O.I
24/7 mission-critical support
VOC is the best competitive differentiator. A VOC program can increase loyalty, reduce churn, generate higher profits, and boost market share.
Increase loyalty and reduce churn
Enrich marketing strategy
Improve Products and Services
Fast and Measurable R.O.I.
Learn about your brand and enhance reputation
We have managed to lower our complaint handling time by 70%. The adaptive workflow and having everyone in the organization connected to CEMax portal made a significant change
We were able to have a meaningful feedback dialogue with our customers. We have the ability to deliver an immediate response to all kinds of our customers’ feedback.
A Success Factor
CEMax solution proved to be a critical success factor in the implementation of our “Letter of Guarantee Policy.” We are confident that we can now offer a true customer experience for all our guests.
With our old system, we managed to get the job done, but with the CEMax customer experience solution and team, we are bringing the Volkswagen service vision to life.
CEMax platform receives customer complaints from all channels. The platform creates an automatic workflow for each complaint, ensuring we meet with all regulation standards.
The amount of insights we received from customers enabled us to make customer-centric decisions. We won the customer excellence award within a year. R.O.I. was amazing.