VOICE OF THE CUSTOMER

VOICE OF THE CUSTOMER INQUISIUM BY CVENT Inquisium by Cvent offers a complete Voice of the Customer solution that allows organizations to keep a pulse on customer satisfaction and loyalty. By streamlining the process of collecting immediate feedback, organizations can stay apprised of the satisfaction of customers and identify their needs, wants and concerns. With so may options available to customers, it’s more important than ever to understand and develop existing relationships. By implementing a Voice of the Customer program, organizations can gain a deeper understanding of customers, increase satisfaction ratings, improve services, and further enhance value. Userfriendly technology allows organizations to create customer feedback surveys in just 5 easy steps. Inquisium’s Voice of the Customer solution empowers organizations to analyze, share and act on feedback in real time. In addition to powerful survey features, organizations have a dedicated account manager to ensure all features are utilized.

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Inquisium provides organizations with all the tools they need to listen and respond to their customers in real-time and improve membership retention rates. Get started growing customer satisfaction, loyalty and engagement!

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FEATURES

•  Unlimited Customer Support & Training

•  Question & Response Libraries

•  Ability to Customize Survey Look and Feel

•  Foreign Language Surveys

•  Multiple Types of Questionnaire Logic •  Response Triggered Email Alerts •  Response Scoring for Testing and Analytics

•  Real-time Reporting •  Cross Survey Reports •  Text Analysis Capability •  Dashboards and Portals for easy report distribution

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BENEFITS

•  Relationship and Transactional feedback enable precise and relevant action •  Gather quality customer feedback immediately after a transaction •  Attain answers to your most important questions •  Gain insights on what drives satisfaction, loyalty and engagement •  Uncover gaps in offerings and services •  Develop and maintain strong relationships •  Automatically share reports with internal stakeholders •  Leverage findings to drive future strategy and action plans

CUSTOMER FOCUSED FUNCTIONALITY

•  Easy integration with Salesforce.com to support dynamic communication and enrich customer profiles •  Robust CRM – allows customers to update their contact record, or help grow your database •  NPS question and matching reports to easily measure satisfaction •  Advanced logic guides customers down a logical path •  Text analysis helps you understand and categorize comments •  Mobile-friendly surveys provide customers various feedback channels •  Dynamic and instant access to data allows you to address concerns immediately and keep key team members informed

INQUISIUM CLIENTS

FOCUS AND AMPLIFY THE VOICE OF CUSTOMERS WITH INQUISIUM’S PROFESSIONAL SERVICES In the Era of the Customer it’s all about the experience – friction free, effortless and complete. Optimal customer experience must cross the physical and digital worlds; must effectively encompass service, product, process and people. Putting this all together requires constant, multifaceted and timely interaction with customers to react and anticipate. Inquisium’s Professional Services team of customer engagement, feedback and analysis experts are here for your support. You can use only those services of greatest need or we can design, develop and management all of the key components of an experience feedback program.

VOC PROGRAM STRATEGY Voice-of-the-Customer (VOC) programs have now emerged as a principal component of customer experience management – organizations cannot design effective customer experiences WITHOUT clearly understanding customers (and potential customers). This means developing a comprehensive feedback strategy for interacting with customers strategically and opportunistically to understand the customer’s “rules of the relationship” as well as to measure how well you are following those rules during experiential “moments of truth”. Inquisium can help guide you in creating and fitting your feedback strategy to overall organizational objectives and creating an integrated program for systematic collection, analysis and timely action.

THE RIGHT QUESTIONS Our feedback design experts are available to help you design both relationship and transactional surveys to get to the heart of what drives customer decisions to choose and stay (or not stay) with you. Surveys are designed to gather essential feedback that helps you anticipate what customers will seek in addition to reacting to what they have done or said. We can also help you leverage data together with our software platform to customize and personalize the feedback interaction – fostering the opportunity of dialogue instead of merely feedback.

THE RIGHT TOUCH POINTS Having a better dialogue with customers (solicited or unsolicited) means making it easy to interact. This means providing a secure, anonymous, electronic platform to get their feedback when you are asking for it. It also means providing the ability to provide opinions, suggestions, issues and other feedback in a way that maximizes convenience. When customers can provide input and feedback through multiple channels, processes and devices, “feedback” evolves into “dialogue.”

THE RIGHT METRICS Of course, timely and relevant reporting is central to an effective feedback program. Whether it is a summary of current and emerging trends among customers, identifying the drivers of customer engagement or real-time dashboards to monitor and address customer transactional needs, Inquisium’s Professional Services team can design and support the analysis and reporting requirements that fit your key metrics objectives.

inquisium.com | [email protected] | 866.276.9458