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Customer Feedback Software

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sigal
Member
#1   Posted: 29 May 2008 05:38
 


Hi there,
Does anyone know of a top of the line Customer Feedback Software?
I am a call centre manager and what we really need is a software that will tell us how our customers feel about the service we provide.
All ideas welcome.
Thanks a lot...
Sigal
(Call centre manager, London)

barrymckeich
Member
#2   Posted: 2 Jun 2008 09:12
 


Hi Sigal,

I am not sure there is a specific piece of software out there that will give you the information you are looking for. The process of finding out how your customers feel is a little bit more involved.

I have been conducting customer feedback programmes for over 15 years now and the one thing i can tell you is that no 2 groups of customers are the same! It is essential that you understand what your customers actually want (which isn't always what you think they want) and then find the best way to deliver as much of that as possible (some customers just want too much of course!).

If you just want facts and figures - who your customers are, where they are from, how much they earn etc then yes there will probably be several pieces of kit that can give you this data, but if you really want to know what your customers think then it is the market research (and specifically customer satisfaction) route that you need to consider.

email me at bmckeich@auracorp.co.uk if you want to discuss this further as i am happy to help.

Cheers

Barry

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