VIER Voice of the Customer is a cloud-based solution designed to help businesses automatically measure customer experiences and expectations. It facilitates direct customer feedback through automated surveys conducted immediately after a customer interaction, either via a voice system or email. This approach ensures timely, measurable results without significant effort or delay, operating on a flexible pay-per-use model. The system is built on the premise that satisfied customers are vital for brand strength and market influence, making continuous satisfaction measurement crucial. By automating the survey process, the solution enables companies to reach a large number of customers quickly, ensuring neutral data collection and representative results due to larger sample sizes and the absence of subjective influence. Beyond data collection, VIER Voice of the Customer provides robust monitoring and evaluation capabilities. Its integrated online monitor offers real-time insights into call volumes and survey participation. The analysis platform includes comprehensive statistical and graphical tools, along with business intelligence features like drill-down and associative data search. All results are automatically processed, graphically presented, and securely accessible online. The system also supports individual supervisor and wallboard views for detailed analysis of service incidents, optimizes survey participation through pre-selection, and prevents survey fatigue by blocking repeat calls. This comprehensive approach helps businesses gain valuable insights into customer needs and optimize their processes effectively.

Features & Benefits

• Telephone Survey Integration
  • Callers are routed manually or automatically to a telephone survey via the integrated voice system.
• Email and Web Surveys
  • Customers receive a web link that leads to a survey, customizable with the desired company layout.
• Easy Answering
  • Respond to satisfaction questions using voice input or a telephone keypad, with results available immediately.
• Customizable Questionnaires
  • Questionnaires can be created, adapted, and changed online on a time-controlled basis.
• Individual Questions
  • Utilize your own voice files or have individual questions professionally dubbed by speakers.
• Configuration & Access Rights
  • Provides access to configuration and statistics with admin rights, alongside differentiated rights for team leaders.
• Real-time Statistics & Evaluation
  • Results are processed graphically and in real time for quick evaluations and comparisons.
• Screen- & Call-Recording
  • Offers fully automatic call forwarding and call recording, with screen recording also available via VIER engage, featuring flexible recording options.
• Additional Open Questions
  • Allows for additional open questions after closed ones (e.g., for poor evaluations), with audio recordings provided via email.
• Percentage Distribution
  • Conduct several active question catalogs simultaneously, with participants proportionally distributed to maintain low question volume.
• Granular Evaluations
  • Enables additional separate evaluations by location, team, or employee, and uses separate links for online surveys by homepage, contact center, or group.
• Regressive Question Evaluation
  • Optionally links customer response behavior across various questions to clarify correlations between answers.
• VIER Scorecards
  • Allows users to play, comment on, and rate recordings, linking them to customer ratings, with dedicated training and education areas.
• Efficiency & Automated Surveys
  • Automated surveys enable reaching a large number of customers quickly, ensuring meaningful and representative results through neutral data collection.
  • High speed thanks to automated processes
  • No subjective influence on the answers
  • More meaningful due to larger samples
• Comprehensive Monitoring & Analytics
  • Provides valuable insights into customer needs and optimizes business processes through real-time data and advanced analysis.
  • Integrated online monitor for real-time call volumes and survey participation
  • Analysis platform with comprehensive statistical, graphical, and business intelligence functions (drill-down, associative data search)
  • Individual supervisor and wallboard views for detailed analysis of service incidents
  • Automatic pre-selection system to optimize survey participation
  • Blocking of repeat calls to avoid overloads