“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.”

~Kristin Smaby, “Being Human is Good Business”

Businesses are in constant pursuit to deliver exceptional customer service. Access to customer feedback and business needs is paramount to deliver lasting customer experience. Witnessing the global shift towards gathering real-time customer feedback, Wavetec has introduced Opinion Plus – a smart solution to help businesses record and analyze customer feedback.

Opinion plus allows businesses to collect real-time feedback with deep and powerful industry benchmarking practices across leading industries and encompassing digital and physical touch points. This customer feedback solution can run stand-alone or be integrated with a queuing system to obtain information about operational performance.

Shifting of paradigms is very common with exceptional feedback. The first time you begin sharing feedback with internal teams, almost instantly, a foundational shift begins to take place. Skeptics become believers and customer centricity moves beyond the mission statement, influencing decisions and culture companywide.

 

FEEDBACK FACTS FOR MANAGERS

Research tells us that 91% of dissatisfied customers never return to a business after a poor experience, whereas only 4% complain about a bad experience, hence it is important to customer feedback solutions at customer service centers to gain feedback instantly.
For every customer who bothers to complain, 26 other customers remain silent.2It is imperative that businesses make customer feedback a priority so that they can verify each complain, and take corrective action.

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.3

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.4

News of bad customer service reaches more than twice as many ears as praise for a good service experience.5

 

BENEFITS

Over the years, Wavetec has been helping business like yours to pinpoint issues and identify opportunities in real time. Our feedback system coupled with data mining and reporting mechanisms drives ongoing optimization, helping brands improve customer satisfaction, conversion and customer experience performance.

Equipped with multilingual feature, and presenting a user-friendly front end design, Opinion Plus is a smart and easy solution to obtain customer feedback. Compatible with kiosks and tablets, is a power tool that can show performance of tellers and operators, and help in measuring their performance KPIs.

-Data Collection
Opinion Plus enables users to create and design rich polling screens for data collection. The data collection polls may comprise of a single screen or multiple screens. The slide navigation is available to activate a seamless flow of poll questions.

-Analysis
Opinion Plus allows you to custom analyze the obtained results, and perform regression analysis on the data collected. Analysis of the customer feedback data helps generate insights about customer behavior and preferences, thus providing companies with tools to improve the service quality.

-Reporting
The management, analysis, and reporting of Opinion Plus is done through Wavesphere Management Portal, which allows the analyzed data to be presented from different perspectives. It enables management to explore and evaluate the data at different hierarchy of regions and branches, and according to required timelines to maintain the record in an orderly fashion.

ROI of customer feedback can be gauged in the form of increased levels of customer loyalty, an expanded customer base, availability of actionable customer insights that lead to better decision making and streamlined processes and systems, and an elevated brand image.

 

SUCCESS STORIES

We bring together years of best practices and methodologies to deliver a holistic solution set that lets you concentrate on what you do best, serving your customer.

Huduma Kenya
Huduma Kenya is a One Stop Shop initiative taken by Government of Kenya, to transform the public service delivery mechanism. Under one platform, citizens have access to over 20 different public services and information from various ministries. Wavetec installed 25 Opinion Plus-customer feedback systems at each branch which enabled the managers to obtain valuable customer insight by integrating all touch points and allowed integration with queuing therefore making sure employees and service managers meet customer expectations aptly.

Emirates ID
Emirates Identity Authority (EIDA) is UAE’s independent federal authority that offers the core services of identification, verification, and authentication to all UAE nationals, GCC nationals, expats and residents.

Wavetec has installed 225 Customer Feedback Units (CFUs) at the service centers, to facilitate Emirates ID managers in acquiring insights through integrated customer touch points, and service centers. Acquiring customer feedback is a step forward to ensure that customer opinions and complains are taken seriously, and handled effectively, which are a feature of good governance and effective service delivery.

DFM

Dubai Financial Market
Dubai government is committed to the service quality at every level hence Opinion Plus kiosks are placed at the Dubai Financial Market, to inform management about customer views.

His Highness Shaikh Mohammad Bin Rashid Al Maktoum said: “Waiting for the reports of the proportion of public satisfaction with government services on an annual or quarterly basis does not meet our ambitions, because the world today is changing rapidly, and people’s expectations are also changing rapidly and must be monitored on a daily basis.”

OPINION PLUS

Some Features of Opinion Plus are:

  • Measures Customer Satisfaction in Real Time
  • Easy to follow-up staff and branch performance
  • Shows commitment to service improvement
  • Allows management of customer feedback from a central point in real time
  • Customizable system helps in posing relevant questions to customers
  • Module for integration with queue management system

1“Understanding Customers” by Ruby Newell-Legner
2White House Office of Consumer Affairs
3Source: White House Office of Consumer Affairs
4Source: American Express Survey, 2011
5Source: White House Office of Consumer Affairs

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July 27, 2015

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