At Voxeo, we take our Net Promoter Score (NPS) survey results seriously because it’s like receiving a grade directly from our customers. Voxeo’s overall NPS score, which we’re proud to report was the highest in our industry in 2011, was a result of feedback from individuals like executive decision makers and budget owners to developers and users. We’re also attuned to our transactional score, which is derived from our ticketing system. It tells us on a daily basis how we’re doing from a customer support perspective. Last year we averaged 80 percent, which was well above the industry average of 56 percent.
After carefully analyzing our annual and monthly transactional results, we collapsed the feedback into three major initiatives that directly impact the way we operate:
1. Become a Trusted Advisor
Voxeo has a reputation for providing innovative solutions for our customers. However, we’re taking that a step further with an even greater focus on proactive account management. Simply stated, we want to be trusted advisors for our clients’ businesses.
To that end, we have entered into a number of partnerships that allow us to expand our offerings and areas of expertise. An example of one is Waterfield Technologies, a leading provider of customer service solutions for financial institutions. Working together, we’ll revolutionize the way banks and credit unions interact with their customers. We also have a number of new products on the horizon that will change the way companies interact with and engage their customers, particularly in the area of mobile communications.
Beyond partnerships and products, Voxeo’s employees are always available to share their industry knowledge and help customers take advantage of the latest communication technologies that earn loyalty and impact the bottom line.
We’re also striving to be easier than ever to work with. We want our customers to always know who to call, providing “frictionless interactions” with a clear point of contact. We want you to know who has the answer before you even have the question.
2. Provide Proactive, Unlocked Communications™
Our commitment to Unlocked Communications extends beyond the walls of Voxeo. We not only ensure that our customers know about new Voxeo products first, but we also go to great lengths to educate them about product changes and enhancements long before they occur. We’re also available to help customers integrate Voxeo upgrades and enhancements into their own systems.
Our Customer Obsession Teams are another way we’re extending Unlocked Communications to our clients’ businesses. While these teams have been around for a while, we’re now customizing the program based on individual client needs. A Technical Account Manager is assigned to each account to oversee daily operations and determine how technical issues are escalated; a Technical Account Lead serves as the “solutions architect” and is a liaison between the client and Voxeo’s internal support team; and an Account Director is responsible for ensuring that customers are educated on new products and solutions and own the overall business relationship with the account. We’ve also added a Customer Obsession Growth and Readiness Lead to the Obsession Teams. This senior advisor serves as an escalation point for customers, and is responsible for ongoing Obsession Team training.
Regardless of account size and needs, all Voxeo customers benefit from our fully staffed support environment and ongoing efforts to provide Unlocked Communications both internally and externally.
3. Introduce Hosted Network Management Tools
NPS results also have illustrated the need for new and improved hosted network management tools. We have introduced local web hosting servers in all U.S. datacenters, as well as re-established tertiary independent management access. We also augmented the business continuity information stored offline in our network operations center to assure secure availability.
To provide the highest level of customer service possible, we’re holding weekly training sessions for our front-line personnel so they can provide the most up-to-date troubleshooting assistance possible. And, we’re introducing two new communication channels for mission-critical notifications. In addition to our main @Voxeo Twitter account that communicates the latest at Voxeo and news from the world of multi-channel self service, you can follow @VoxeoStatus for important technical status updates – and please watch for more information about other ways we’ll communicate with customers in upcoming newsletters.
By closely monitoring our NPS scores and daily customer feedback, we’re able to change and grow to keep pace with our customers’ needs. In fact, we always think of ourselves as a work in progress.
If you have questions or would like to offer input about our NPS initiatives, please don’t hesitate to contact a member of your Customer Obsession Team or email NPS@Voxeo.com.
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