Customer feedback and satisfaction

At CXNLive:Customer Feedback and Satisfaction Microsoft’s director of customer service detailed the road to success for the brand’s customer service and support team.

The session, which opened up the online event, took a deep dive into how the team reduced the number of complaints. Key to this was its use of predictive analytics and voice of the customer feedback to improve frontline response.

Speaking about the lessons revealed in session, Huenink said: “A lot of our work in the crisis and escalation department has moved from being reactive to problems, to being proactive about the customers’ experience.”

Watch the session below to find out exactly how the technology giant managed to reduce handling time through automation. Plus, learn how it increased customer satisfaction levels in the escalations and crisis arena:

 


Upcoming Events

Enterprise CMO

February 11 - 13, 2018

Sheraton Los Angeles San Gabriel, San Gabriel, CA

Enterprise CMO

9th Annual Channel Management Summit

September 26 - 28, 2016

DoubleTree by Hilton Los Angeles Downtown, Los Angeles, CA

9th Annual Channel Management Summit

Customer Experience Exchange for Financial Services, EU

13 - 14 September, 2016

Marriott Heathrow, London, United Kingdom

Customer Experience Exchange for Financial Services, EU

Customer Value Management: Telecoms

4 - 5 October, 2016

Golden Tulip Berlin - Hotel Hamburg, Berlin, Germany

Customer Value Management: Telecoms

Customer Experience Exchange for Telecoms

25 - 26 April, 2018

Marriott Heathrow, London, United Kingdom

Customer Experience Exchange for Telecoms

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