Customer engagement and VoC technology leader enables companies to measure service performance across channels

Astute, Inc., a leading end-to-end customer engagement platform, announced the release of Interaction Experience, a new survey solution designed to capture post-interaction feedback across multiple contact channels.

Post-call surveys have long been used to measure live agent performance immediately after their call with a customer. But the traditional approach fails to capture feedback on other types of customer interactions, such as using a customer service chatbot to solve their issue or engaging via growing channels like live chat and SMS.

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Astute’s new solution enables brands to measure service interaction feedback across all relevant contact channels, providing real-time insights into Customer Care performance and opportunities to improve the customer journey. Combining feedback for both live and automated service channels gives brands a more complete understanding of the customer’s experience.

Astute Interaction Experience lets companies quickly set up and customize post-interaction surveys. Not only can the survey capture feedback on the quality of the interaction, but it can also validate that the case was handled correctly; for example, confirming whether the customer was offered appropriate goodwill. The survey can also display different follow-up questions based on whether the customer feedback was positive or negative. A direct integration with Astute Agent CRM closes the feedback loop and allows for more robust BI reporting.

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“This new VoC solution is designed to help Customer Care leaders swiftly gauge the overall themes and performance of their contact centers,” said Astute President and CTO Alex George. “Having this kind of data readily at-hand lets them respond more quickly to opportunities to improve their customer service journey.”

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