Teyaseer. Nâng tầm CX bằng cách tích hợp phản hồi của khách hàng theo thời gian thực
Đối với Teyaseer, chúng tôi đã lập bản đồ hành trình khách hàng 9 giai đoạn từ nhận biết đến bàn giao, tích hợp các khảo sát NPS, CSAT và CES để thu thập phản hồi theo thời gian thực qua email, SMS và cuộc gọi. Các trình kích hoạt tự động đảm bảo thu thập phản hồi kịp thời, cho phép có được thông tin chi tiết và hành động ngay lập tức để nâng cao CX tại mỗi điểm chạm.
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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