VOC with a trusted and academic methodology
Use Cases and Deployment Scope
We use Verint VOC to understand how our consumers and patients use and rate our digital experiences. Health care in an industry with a lot of friction and has been late, compared to other industries, to understand the importance of measuring, and acting on, CX data. Verint VOC allows us to model our digital experience into elements of the experience, derive a CSAT score, and tie that CSAT experience and score into the behaviors we are trying to drive: to recommend, have brand preference, and likelihood to return to our digital channel rather than utilizing more expensive channels. From an aggregate score, we can drill down into segments to analyze performance for key audiences. We also monitor task accomplishment, along with CSAT as primary KPIs. Verint's methodology is excellent (based on decades of econometric research) and provides us the confidence that the insights are solid. It's very helpful to leverage their portal to drill into individual responses to view responses to open-ended questions and view session replays. We actively prioritize improvements based on the impact scores.
Pros
- Solid, academic methodology. High-level in trust in the data and insights.
- Excellent support, the team actively engages with us and provides recommendations.
- Their pricing also includes professional support to generate compelling analysis and reporting.
Cons
- I have been using this product for 20 years at multiple different companies. If there was something missing, I would have found another solution.
- I do prefer their older reporting portal.
Return on Investment
- Leveraging Verint's VOC insights has allowed me to increase CSAT at multiple companies. A rise is CSAT 100% results in positive business outcomes for a company.
- Verint's VOC platform will allow you to "bring the customer into the room" when making decisions. It will help you truly become more customer obsessed.
