The latest stats tell us that almost 75% of the North American population uses the internet.  We also know that communicating with customers electronically is significantly less expensive than face-to-face or over the telephone.  Add to that the fact that more and more customers prefer to self-serve and you have a serious trend that needs to be taken seriously.  That’s why many companies have introduced Email or live Web Chat as a service option. And yet, while we continue to spend a sizeable part of our budget monitoring calls in our contact center, we tend to ignore or (at best) put less effort toward these emerging channels. And it shows.

How we do it:

• Ongoing Customer Experience Email/Web Chat Monitoring measured against customer experience attributes which are different from calls but equally critical

What you get:

• Real-time, online reporting of detailed results
• A quantitative score related to adherence/compliance
• A qualitative score related to the interaction when compared to customer experience expectations