Corsential Announces Insight and Action Portal V.2.0 - Customer Experience Management Portal

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Corsential is pleased to announce the release of Version 2.0 of the Corsential Insight and Action Portal, a state-of-the-art customer feedback reporting platform integrated into the Corsential Customer Experience Program.

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Corsential is pleased to announce the release of Version 2.0 of the Corsential Insight and Action Portal, a state-of-the-art customer feedback reporting platform integrated into the Corsential Customer Experience Program. This secure and cloud-based online tool provides deep insights into the positive and negative aspects of customer experience, while recommending targeted steps of improvement to take on a local and organizational level.

Version 2.0 of the Action Module within the Insight and Action portal delivers email notifications directly to staff, identifying positive service areas, as well as at-risk customers who are likely to defect, enabling timely and effective service recovery. Through correlation and statistical analysis, the tool identifies areas or business lines in need of improved customer service, highlights training and coaching opportunities for specific products or service offerings, and prioritizes actions needed to drive targeted and tangible improvements in customer experience and employee performance.

The enhanced version is faster and more streamlined in its appearance and will provide greater ease of use for Corsential clients. It is fully configurable with an organization’s internal structure, and tracks and reports on several customer experience areas:

  • Customers who are dissatisfied or in danger of defection
  • Follow-up with customers
  • Actions taken to prevent similar occurrences
  • Coaching and training opportunities
  • Areas of strength and areas requiring operational or structural improvements

At Corsential, we believe customer experience management is about more than just measuring a number. It is a systematic process of driving accountability and action across an organization in a focused and determined approach. “Closing the loop” is a Corsential best practice and integrating it into a customer experience program offers several benefits to clients:

  • Facilitates immediate service recovery
  • Demonstrates commitment to customer feedback and action
  • Provides additional insight into the customer experience for coaching and learning opportunities
  • Individual learnings can be applied company-wide for cultural alignment
  • Provides staff with the skills to prevent negative experiences and ensure positive outcomes

About Corsential:
Corsential helps build stronger relationships between clients and their customers in order to improve customer commitment, facilitate growth and advance overall company profitability. We offer both consumer and B2B customer experience management solutions, in addition to staff training, text analytics and high quality data collection. Our Customer Experience Programs gather customer and client feedback, and report the insights in an interactive and actionable manner that identifies strategic areas of improvement, while driving positive change on the front-line and throughout your organization, for an improved customer experience.

Corsential has been conducting customer experience programs for its clients for 15 years and is the customer experience management division of Greenwich Associates, an international financial services consulting firm. Together with GA, Corsential provides organizations with the tools to become loyalty leaders.

For more information please contact:
Marlene Kohn
marlene(dot)kohn(at)corsential(dot)com
416-496-7159

visit our website at:
http://www.corsential.com/solutions/customer-experience-management-overview/

Corsential ULC
1220 Sheppard Ave. E
Suite 201
Toronto, ON
Canada
M2K 2S5

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Marlene Kohn
Corsential
(416) 496-7159
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