ResponseTek, the a provider of on-demand voice of the customer software solutions for global enterprises, released the Spring '11 version of its on-demand Customer Experience Management (CEM) platform.
This new release focuses on expanding its current workflow capabilities by adding a new feature that automatically identifies at-risk customers and front-line issues based on commentary that customers are providing to the company.
The new Verbatim Alerting feature is fully customizable for each of ResponseTek's clients so they can tune workflow rules to meet their individual needs. Building on an existing alerting and workflow framework, real-time notifications can now be triggered by specific words and phrases used by customers in open-ended verbatim comments. Furthermore, the alert system is a global aspect of ResponseTek's CEM platform; therefore ensuring that verbatim from all sources can automatically be scanned - including survey responses from market research programs, customer-initiated feedback and social media sources.
"Our clients are continuing to push their VoC programs, driving continuous improvement within their businesses; and our real-time feedback alerting and workflow capabilities are a crucial part of those processes," explains Gord Elder, director of marketing and product management at ResponseTek. "Extending our capabilities to provide our clients with workflow triggers based on commentary and words that customers are using to describe their experiences is a natural next step."
The Spring '11 release also includes new support for any type of scoring scale. In response to the trend of established market research studies being moved onto ResponseTek’s real-time VoC platform, the company has extended its online reporting and analytic tools with new support for any variable scoring model. This ensures that existing programs using long-established metrics can migrate seamlessly onto ResponseTek’s software platform, allowing clients to quickly take advantage of the powerful market research capabilities that ResponseTek offers.