CustomerSat Enterprise 7 Extends Multi-Channel Support
MOUNTAIN VIEW, Calif. - CustomerSat, Inc. announced the availability of the CustomerSat Enterprise 7 survey and analytics system. Enterprise 7 enables businesses to hear, analyze, and act on the voice of the customer through multiple channels, including speech-enabled IVR and Web channels. CustomerSat's support for these channels now extends to mobile devices such as PDAs and cell phones.
"Multi-channel applications represent a tremendous opportunity as our society becomes increasingly mobile," said Geoff Walker, mobile industry analyst and Technology Editor for Pen Computing Magazine. "With Enterprise 7, CustomerSat is leading the market research industry towards the improved response rates, satisfaction and loyalty that multi-channel customer feedback enables."
Enterprise 7 extends CustomerSat's hosted application to address the multi-channel feedback needs of large enterprises. New support for wireless Palm, BlackBerry and Windows Mobile-based devices enables companies to survey customers on the road and employees in the field. A customer can complete a survey immediately after a service experience, for example, while riding in a taxi or waiting in line at the airport after checking out of a hotel.
Speech-enabled IVR interprets and digitizes customers' spoken ratings and rankings, and records and stores customers' comments as audio (.wav) files. Customers may also provide their responses through their telephone keypad. Audio file storage and playback from within Enterprise 7 enables managers to hear comments in a customer's own words and tone of voice. All survey results can use CustomerSat's powerful online analytics, dashboards, and Action Management along with feedback gathered through other channels.
To maximize response rates, Enterprise 7 can automatically escalate survey invitations across channels. For example, customers who do not respond to online surveys within a certain number of days can be transferred to call center agents for phone interviewing.
Among other new features, CustomerSat Enterprise 7 allows companies to access results within CustomerSat from a CRM system, such as Salesforce.com or PeopleSoft, by clicking a link. Enterprise 7 also delivers analytics capabilities, email management features, faster data loading capabilities, security and performance, and increased international capabilities.