TNS Media Intelligence/Cymfony: Customer Service Insights

Customer Service Insights

Enhancing Your Customer Experience

Satisfy an unhappy customer well and you make them a customer for life. If a problem isn’t resolved efficiently, they may turn others away from your company. Your customers — both satisfied and dissatisfied — no longer only voice their opinions to your call center or consumer affairs department. They praise, gripe, or rant on blogs, message boards, Usenet newsgroups, and online opinion/review sites where any other consumer can see.

Tracking these discussions can help identify how well you are resolving customer issues. It will identify new ones so your can prepare your customer service representatives. It will supplement your internal metrics with the spontaneous feedback of customers telling other about their experience with you .

TNS Media Intelligence/Cymfony combines consumer-generated media with your customer service emails and notes entered by call center representatives’ into your CRM system to identify common issues or emerging patterns of problems. With this knowledge you can increase customer satisfaction and handle calls more efficiently.

TNS MI/Cymfony’s Customer Service Insights answers questions like:

What emerging issues may impact loyalty and customer/prospect decisions?

What are consumers saying about how you treat your customers …and how is that trending over time?

What service and product issues are your competitors facing…and how should you react?

Choose an Audit for a one-time snapshot

TNS MI/Cymfony' s three month Audit scans a select group of top traditional and consumer-generated media sources to provide a baseline view of your current position in the market

Customer Service Insights Gives You Your Customer’s View

TNS MI/Cymfony’s Customer Service Insights report draws on the full range of customer service touchpoints to give you the customer’s view of the service experience, for your company as well as key competitors. The report benchmarks seven standard areas of customer service to evaluate the effectiveness of phone, email and web site interactions. Qualitative analysis of consumer-generated media posts will shed light on why they were or were not satisfied, bringing to light ways to improve performance. Finally, you’ll learn new or emerging issues so that you can prepare phone, email or web site FAQs to quickly resolve them.

Customized For Your Needs

Of course, every organization’s needs are unique. TNS MI/Cymfony’s team of experienced analysts will work with you to customize a tracking and measurement strategy for your specific business requirements. As your business needs evolve, your dedicated account manager will make sure these reports continue to provide the valuable data and insights you need. Allow us to design a program just for you.