Teyaseer。リアルタイムの顧客フィードバック統合でCXを向上。
Teyaseer様向けに、認知から引き渡しまでの9段階のカスタマージャーニーをマッピングしました。NPS、CSAT、CES調査を統合し、メール、SMS、電話を通じてリアルタイムのフィードバックを収集。自動トリガーによりタイムリーなフィードバック収集を保証し、各タッチポイントでのCX向上に向けた即座のインサイトとアクションを可能にしました。
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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