Improve Satisfaction, Loyalty and Retention. Identify and Optimize Factors that Drive Satisfaction for Real Business Impact

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1 Improve Satisfaction, Loyalty and Retention Identify and Optimize Factors that Drive Satisfaction for Real Business Impact

2 Key Benefits Improve customer service and experience Measure and improve NPS Measure and improve Customer Effort Score Retain customers and deliver results Improve Satisfaction, Loyalty and Retention with Kampyle In today s hyper-competitive market, you need to satisfy your customers and keep them satisfied. Kampyle gives you the insights and tools you need to increase satisfaction and retention rates in important ways. It provides an efficient point of contact with your customers to reassure them that you listen, understand and care. Collect multiple types of data at critical points in your sales and service funnels to provide a complete picture of what is happening and why: Categories and rating scales measure satisfaction of identified areas while free-text comments provide a deeper understanding and can reveal unknown issues and unexpected motivations. Most importantly, it allows your organization to act intelligently on this information in real time to build greater satisfaction and loyalty. Kampyle supports popular loyalty metric initiatives such as NPS and CES. Kampyle s solution is backed by a team of professional service experts with hands-on experience in a broad range industries and a real understanding of the specific challenges presented by today s business environment. We leverage skills in conversion optimization to help uncover hidden issues, determine where to focus efforts based on your business goals, and identify the actions that deliver the best results for your brand. 2

3 Improve Customer Service and Experience Make sure that your website, app or in-store services offer visitors a positive, accessible and efficient experience. Ask visitors to tell you, in their own words, what they think and feel as they use your site or in-store resources Prompt for visitor input to show interest in conversing and hearing what they say Pinpoint process bottlenecks Identify site performance issues Determine if content is missing or inadequate to meet user needs The NPS metric provided Swisscom with a snapshot of our corporate health. By incorporating an NPS question in Kampyle s feedback forms we gain a comprehensive, highlevel view of our customer satisfaction level, along with the granular and actionable details behind it. This allows us to confidently make the changes necessary to improve the Swisscom customer experience and raise our Net Promoter Score. Markus Eberhard Head of Online, Swisscom Route and resolve issues as they arise, in real time 3

4 Measure and Improve NPS Collect Net Promoter Score (NPS) ratings during any point of your customers online journey and incorporate follow-up questions to identify precise improvements to convert Detractors into Promoters. Intelligently prioritize and route issues to designated teams for immediate follow-up. Measure and Improve Customer Effort Score (CES) Pinpoint causes of high effort and turn them into actionable information to drive your CES programs. Kampyle can directly target and reduce high effort activities by directing customers to the site content they need based on the feedback category they indicate, or route them to an appropriate live agent for personalized handling via chat or voice call. Retain Customers and Deliver Results The right intelligence is invaluable, but taking action is the key to optimizing your customer interactions across all channels to meet business objectives. Kampyle empowers you to: Increase customer satisfaction scores by acting in real-time on scores and feedback you receive Improve customer experience by routing issues to relevant departments for immediate or timely follow-up Redirect customers to self-service options such as additional information Use tailored auto-reply s to create an efficient, relevant and engaging dialog Identify and target premium customers for specialized handling Intelligently route visitors to additional information or trigger real-time help options such as live chat or call agent About Kampyle Kampyle customer experience management (CEM) solutions help enterprises strengthen bottom-line results by placing the customer at the very heart of all business activity. Data-driven Kampyle solutions allow stakeholders to understand their customers, engage them effectively, and act in real time to optimize customer acquisition and retention, and business performance. Kampyle has enabled over 65,000 companies in 192 countries worldwide to engage with hundreds of millions of customers in over 60 languages. 4

5 KAMPYLE ( ) Copyright Kampyle Ltd All rights reserved. This presentation is confidential and remains the property of Kampyle Feedback and Customer Engagement Solutions. Unauthorized use, copying distrbution or disclosureof the included information is strictly prohibited Rev-1

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