Customer Satisfaction Analytics, Tracking & Scoring
CSATS empowers users to holistically analyze and manage the customer journey before, during and after service.
Understand Your Customers' Satisfaction Over Time, Not Just Single Experiences
While customer interaction analysis can determine customer satisfaction for an isolated interaction, the addition of CSATS provides an overall rating and understanding of customer satisfaction throughout their experiences with your enterprise.
CSATS focuses on accurately grading the level of satisfaction using Industry Standard Scoring Systems:
Net Promoter Score (NPS)
Customer Effort Score (CES)
Customer Satisfaction (CSAT)
First Call Resolution (FCR)
CSATS Goes Beyond Interaction Analytics
CSATS employs additional intelligently automated solutions to deliver a holistic view of customer satisfaction in these ways:
Survey & Analyze VoC
Survey and analyze Voice-of-Customer (VoC) to discover your customers’ true opinion of your services.
Multichannel Interaction Analytics
Intelligently automate they way you analyze 100% of the data gathered from multiple channels for interactions across the customer journey - before during and after service.
True Customer Sentiment
Discover true customer sentiment, behavior and trends to effectively manage your customers' experience.
Track, Measure & Score Key Performance Indicators
Track, measure and score your customer satisfaction Key Performance Indicators (KPIs) such as Net Promote Score (NPS), Customer Efforts Score (CES), Customer Satisfaction Score (CSAT), and First Call Resolution Score (FCRS).
OnviSource CSATS uses its multichannel interaction analytics and customer survey solution or a 3rd party product to conduct advanced data analytics against a user-defined scoring system for NPS, CES, CSAT, FCR, etc.
Automated tracking and trend analysis capabilities offer a true measure of customer satisfaction systematically scored and organized as actionable knowledge. Users are provided with drill-down features to review the actual and relevant surveys, key performance indicators or calls.
CSATS is available as both on-premise software and SaaS.
Bringing all the parts and pieces together can be challenging.
OnviSource can help you use what you've got and assess what you're missing in order to get a holistic view of your customers' experiences over time.
Our Unique Customer Success Program
We Make our Solution Work for You and with Guaranteed ROIs, or You Do'nt Pay
Free Consultation to identify areas of improvement critical to your business.
Try before you buy with our no-obligation Proof-of-Concept (POC) and demonstration of Return on Investment (ROI).
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