Teyaseer. CX-Optimierung durch Echtzeit-Integration von Kundenfeedback
Für Teyaseer haben wir eine 9-stufige Customer Journey von der Bekanntheit bis zur Übergabe abgebildet und NPS-, CSAT- und CES-Umfragen integriert, um Echtzeit-Feedback per E-Mail, SMS und Anrufen zu erfassen. Automatisierte Auslöser sicherten eine zeitnahe Feedback-Erfassung und ermöglichten sofortige Erkenntnisse und Maßnahmen zur Verbesserung der CX an jedem Touchpoint.
01 —The Impact
The results, up front.
Priority Assignments : Outlined the prioritization of survey deployment and journey stage enhancements. Budget Proposal : Provided a detailed budget to support the execution of the feedback system and journey improvements. Execution Timeline : Delivered a step-by-step timeline, enabling Teyaseer to swiftly act on customer feedback and implement improvements.
02 — The Challenge
Where they started.
We developed a customer journey framework for Teyaseer, encompassing all key stages of customer interaction—from initial awareness through to the handover of the project. To ensure continuous improvement and a customer-centric approach, we implemented real-time feedback mechanisms using Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) surveys. The primary objective was to capture customer sentiment at every stage, identify potential pain points, and make data-driven adjustments to enhance the overall customer experience.
04 — Approach & Methodology
How we got there.
Survey Development : Customized questions were formulated for each stage to align with the specific objectives and desired outcomes of that touchpoint.
Automation of Feedback Collection : Implemented automated processes to distribute surveys seamlessly at critical points in the customer journey.
Strategic Triggers : Surveys were triggered at moments that would yield the most insightful feedback, such as following major interactions or upon completion of key stages.
05 —In Practice
Project samples.
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