Implementing a Feedback Management solution in a Customer Service department for a world-class automotive manufacturer, targeting key moments: information requests, complaints and assistance
Automated mechanism deployed in 23 countries with real-time performance monitoring (KPIs and verbatim), identifying improvement levers through tailored actions plans and creating an “Advisor Index”, facilitating performance-based incentives for Country Directors

ConsumerLive is a high-performance tool for driving customer satisfaction in Europe and implementing targeted training sessions for our teams.

The approach

The applied methodology is based on a SaaS technology platform offering a portfolio of bespoke services (Research, Consulting, Training, IT) and is adapted to the challenges of Customer Service in an international context.

IMPLEMENT THE MECHANISM

  • Draft the questionnaires
  • Choose the indicators
  • Define the client contact process
  • Automate the information flow

UNDERSTAND THE PAIN POINTS

  • Make personalized reports available
  • Identify customer pain points
  • Investigate the root causes
  • Build action plans together

COLLECT CUSTOMER FEEDBACK

  • Measure live customer satisfaction after calls
  • Pass on live results to managers
  • Coordinate performance in 23 countries
  • Win back unhappy customers

TRAIN THE TEAMS

  • Validate the change management plan
  • Revamp the processes and organization
  • Support and reward the teams
  • Track performance over time

Benefits

Develop customer culture

Provide managers with a solution enabling them to track customer satisfaction in real time and understand their expectations in order to launch tangible improvement actions

Professionalize the teams

Put forward solutions at a process level in order to streamline and simplify call handling (First Call Resolution) and at a employee level to develop interpersonal skills

Contacts

Aurélien GRAGNIC

ConsumerLab Associate Director

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