OpinionLab Launches Innovation to Empower VoC Action Through Collaboration

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Winter 2016 release delivers unmatched Voice of Customer visibility and understanding to drive closed-loop action and improve overall CX.

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In today’s hyper-competitive market, how effectively you respond to your customers is just as important as providing them a path to give you feedback

OpinionLab today announced its Winter 2016 release to harness the collaborative power of an organization to act on customer feedback. The release builds on OpinionLab’s long history of experience combining real-time customer feedback with rich context to help companies make smarter and faster business decisions.

With OpinionLab, companies can now derive higher value from customer feedback – especially verbatim comments – by activating their entire organization in real-time around priorities and opportunities. OpinionLab’s unique capabilities add a new layer of context to customer feedback, instill a culture of ownership, and elevate a company’s Customer Experience (CX) focus to how effectively they respond to their customers.

“In today’s hyper-competitive market, how effectively you respond to your customers is just as important as providing them a path to give you feedback,” said Mark Treschl, President and CTO of OpinionLab. “Our Winter 2016 release is a game changer as it fundamentally redefines how an enterprise leverages its resources to act on customer feedback.”

OpinionLab’s Winter 2016 release introduces a number of industry first innovations including:

  •     Collaborative Labels: assigns labels to individual customer feedback submissions, tailored to a company’s internal work flow, to quickly distribute, categorize, organize, act upon and track issues and opportunities.
  •     Collaborative Notes: fosters a dialogue among internal stakeholders acting on a specific customer issue or opportunity by allowing them to add detailed notes and view the notes of others. This collaboration results in improved visibility and understanding to both close the loop with individual customers and learn from feedback patterns to improve overall CX.

“Our clients, including many of the world’s largest retailers and financial services companies, asked us to help them improve how effectively they act on structured and unstructured feedback and respond to their customers,” Treschl continued. “This innovation delivers on those requests and will help our clients significantly improve their overall customer experience.”

The OpinionLab Winter 2016 release is now available. For more information, please visit opinionlab.com.

About OpinionLab
OpinionLab is a high-growth SaaS provider of continuous Voice of Customer listening solutions that drive smarter, real-time business action. The world’s largest brands, including: 4 of the top 5 U.S. retailers; 8 of the 10 largest American banks; the 5 largest U.S. insurance companies; and 3 of the top 4 U.S. airlines use OpinionLab to optimize customer experience and drive engagement across channels. OpinionLab continuously introduces new innovation to serve marketing and customer experience leaders, and is accelerating all aspects of its business to best serve the needs of its global customer base.

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Lauren Pierce
OpinionLab
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