Teyaseer. 실시간 고객 피드백 통합으로 CX 향상
Teyaseer를 위해, 당사는 인지부터 인계까지 9단계 고객 여정을 매핑하고, 이메일, SMS, 전화를 통해 실시간 피드백을 얻기 위해 NPS, CSAT, CES 설문조사를 통합했습니다. 자동화된 트리거는 시기적절한 피드백 수집을 보장하여 각 터치포인트에서 CX를 향상하기 위한 즉각적인 통찰력과 조치를 가능하게 했습니다.
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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