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Saturday, May 25, 2013

We researched the three industry leaders providing full-featured customer and employee feedback management systems available in the market. Knowledge Wave was clearly “best of breed” and as a result we were able to make everyone happy: we stayed well within budget while seeing our employees become more customer focused.

David Cushman
DIRECTOR OF COMMERCIAL APPLICATIONS
DIGIMARC CORPORATION

Enterprise Feedback Management

Knowledge Wave's best of breed customer experience management solutions help top growth companies to increase responsiveness to the business issues and opportunities that determine customer experience, advocacy, employee engagement, and profitable growth.

Our solutions integrate with your ERP and CRM systems fusing customer, employee, and partner satisfaction data with business operational data creating a truly holistic view of your business. Using our real-time analytics & alerting, you will effectively turn data into insight into growth.

Customer Satisfaction Surveys (C-SAT)

Your Customer Service organization is more than the face of your company ... it is the lifeblood of the entire enterprise. It is the voice of the customer and the key differentiator between you and your competitors, both direct and indirect.

Knowledge Wave's transactional C-SAT measurement program for your contact center, integrates with your operational systems to launch C-SAT surveys within minutes of closing a service ticket. We will help you to ensure that you are using the right metrics and scorecards, maximize your use of IT resources, and provide personalized agent training based on years of experience in a wide range of industries.

With Knowledge Wave you will make the C-SAT Program a catalyst for organizational change and enterprise growth.

Voice of the Customer (VoC)

Our Voice of the Customer program provides a systematic approach for capturing the emerging needs and wants of customers, identifying needs currently not being met, so you can proactively enhance your customer's experience.

Five Levels of Knowledge Wave VoC:

Track All Customer Relationships
Monitor Customer Interactions
Listen Continuously
Infuse VoC results into your Projects
Periodic Immersion

Our VoC dashboard provides precise, reliable VoC metrics you can not only take action on, but predict future behaviors of your customer based on their satisfaction.