Attentive™ ACE

Overview

Attentive™ Customer Experience (Attentive™ ACE), which is a key module in the Attentive™ Suit, enables organizations to fully monitor and manage all relevant customer feedback on a proactive and ongoing manner.

Customer feedback allows organizations to continuously improve their performance by integrating their customers' perceptions into business processes, through constant stream of event driven feedback.

In today's world, organizations understand that in order to be customer centric they need to utilize the voice of the customer in their everyday business operations. In a recent study, Gartner suggests that CRM systems alone are not capable of providing organizations with valuable information about their customers' perception.

Proactive ongoing customer feedback is vital for providing organizations with accurate information regarding their customer experience. This is crucial for enterprises seeking to better understand their customers, improve customer service, and promote customer loyalty and retention.

Synergizing CRM with Attentive™ ACE provides ongoing customer feedback monitoring, an ability that has so far been conspicuous by its absence. Attentive™ ACE provides the missing link needed to complete the CRM loop.

Attentive™ ACE enhances customer experience by transforming customer feedback into an actionable daily management tool for front line executives, as well as strategic board room level high resolution decision making.

Benefits

Implementing Attentive™ ACE presents several major benefits to the organization and highlights its unique contribution to the desired customer-centric Attentivity:

Bottom-up attitude - Attentive™ ACE enables organizations to acquire a comprehensive customer perceptions knowledge composed of numerous feedback insights. By treating the collected data from the feedbacks level, such as the ability to give a specific attention to each customer or representative, and the upwards progression of analysis to the organization level, while indicating problematic business processes and suggesting policy revision, the organization sees the big picture while it dwells upon every small detail.

Automation - Though managed manually to allow flexibility, most of the feedback process such as respondents sampling for feedback, exceptional feedbacks tracking and reports production, are done automatically. Automation helps the organization to prevent human errors and reduce operational costs.

Continuous feedback process - Unlike any other regular EFM tool, Attentive™ ACE presents a truly continuous process. The feedback is collected on a daily basis and helps obtaining a constant availability to accurate knowledge regarding customer´s opinions and perceptions. Ongoing flow of information allows trend tracking, success and failure factors analysis and better customer understanding.

Relevant information distribution - In order to ensure attention and action, managers will be sent reports contain only the focused data each manager needs, directly to their inboxes. Relevancy helps assure Attentivity assimilation to entire organizational levels.

Enhanced motivation for action - Complete integration of each feedback and reports with the service units alignment results with ongoing directed improvements in training, processes, strategy, and culture.

 

 Characteristics

Event driven feedback - Enables pinpointed and detailed information on the inspected customer´s experience, and provides action items from operational level to strategy level.

Feedback is directed by real time rule based sampling - Acquires the most suitable, relevant and informing customer from the overall daily service interactions. As a result, Attentive™ ACE correspondingly aims for focused feedback and prevents customer harassment.

Management and control tools - To assure quality and to gain increased resources allocation capabilities.

Flexible set up and definitions - Through user friendly interfaces that allow updates and changes to be done in a short time span.

Information processing and analysis module - Enables periodic automatic distribution of user friendly reports to managers´ emails with relevant information only.

Real time alerts generator - Automatically detects exceptional feedbacks and sends hot alerts to relevant managers and other functionaries to triggers recovery actions aimed to reduce relinquishment.

Multi-format reports - HTML, PowerPoint, and KPI Dashboard reports in several presentation levels (detailed, tabular comparison, graphical summary), directed to arouse action in different managerial levels. 

Workflow

Ongoing feedback process operation is performed daily as continuous routines that include the import of service interaction events, the respondents selection, the feedback collection, and the data analysis and reports distribution, followed by constant improvements implementation and acting.

The workflow is triggered by records concerning interactions between customers and the organization imported to Attentive™ ACE (service event records file). The list includes all the data needed for the feedback and the analysis. In order to increase response rate and to save resources, the respondents are selected by a state-of the-art sampling mechanism. The tool produces a dynamic real-time list of customers for feedback via the collection channels according to pre-defined business rules, subjected to a periodical quota management. The collection channels include telephone interview - supported by a CATI interface (Computer Assisted Telephone Interview), E-mail, and other customizable means. Feedback questionnaires are personalized to the respondent and relate to the specific service event, customer profile, serving representative, etc. and thus increase reliability. Attentive™ ACE produces and automatically distributes periodical reports for the supervisors, seniors and service managers, in HTML, Excel or PowerPoint format. In case of an exceptional feedback, real time alerts are generated, and distributed to relevant managers and functionaries for future handling. Attentive™ ACE feedback process assists in unsatisfied customers recovery, business process revision, focused training, improvements in the customer experience the organization offers, and much more.