Verint® Systems Inc. (NASDAQ: VRNT) is now incorporating offline survey-taking capabilities with its Voice of the Customer Analytics™ solution.
“Mobile is fast becoming the preferred choice of customers’ interactions” said Greg Stock, Verint senior vice president, enterprise feedback management upon announcement of the new feature. “Collecting offline, transactional customer and employee feedback and adding it to a big data repository unlocks enormous potential for customers and helps maximize the benefits inherent through our Voice of the Customer solution set.”
“We’re trying to measure the voice of the customer on what their experience was versus what their expectations were,” said Dave Capuano, Verint vice president of marketing. “There are different ways to communicate with different customers. Someone in their 20s will communicate with a business differently than someone in their 40s and someone in their 70s.”
The Verint Voice of the Customer solutions are designed to enable organizations to capture customer feedback across the different channels -- including recorded phone calls, surveys, chat, email, social media, online communities and Web sites -- analyze and interpret in order to respond more effectively to customer, business and market demands.
“You have to be able to aggregate the direct and the indirect channels,” Capuano says, adding that text analytics helps interpret the customer social media messages to, from and about companies. “You need to be able to make sense about your customer interactions. With that feedback you can better address the needs of your customers.”
Typically, the younger the person, the more likely he or she is to communicate their sentiments via mobile devices and social media. The devices may have little or no connectivity in some locations, but the data from those venues needs to be gathered and collated with data from other disparate sources to help companies better manage the customer experience, according to Capuano.
With the new application, users can:
- Gather survey results offline, and then sync them with the web-based survey application when an Internet connection is available
- View and test surveys directly from an iOS or Android device
- Run the same survey simultaneously on the web and offline
- Access statistics on all surveys, including status and response rates, survey question responses, and campaign distribution statistics, such as sent, open and completed rates
- Establish permissions-based access with multi-workgroup capabilities
The new feature was critical in Verint landing at least one new client.
“In this business, it’s critical to collect responses to capture the sentiment of attendees and fans,” says Haynes Hendrickson, president of Turnkey Intelligence, Haddonsfield, N.J., a company that conducts surveys for sporting and other live entertainment events. Though Turnkey conducts some of its research some time after events, other surveys are conducted on handheld devices at the events themselves. The problem is that many of the venues have limited wireless capabilities. So the new Verint capability was critical to Turnkey, which became a customer in 2011 as the new capability was in development.
“That piece was critical in our decision to move our clients to their platform,” Hendrickson says.