Enhancements To Verint Enterprise Feedback Management Solution Help Make Customer Interactions More Relevant, Contextual And In-the-Moment

Geolocation targeting is an essential capability in customer analytics today, and is now included along with other enhancements designed to help make customer interactions more relevant, contextual and in-the-moment in the Enterprise Feedback Management (EFM) solution from Verint® Systems Inc. (Nasdaq: VRNT).

With more of today's consumers responding to surveys using mobile devices, geolocation targeting enables organizations to add location to a customer's basic profile, increasing survey participation and providing a rich, personalized view of customer activity. Together with enhanced data visualization through advanced dashboards and drilldown capabilities, these enhancements build a detailed view of where customers are and what they're doing when they respond to feedback requests in order to deliver more personalized, meaningful surveys and derive more valuable feedback and insights.

Verint Enterprise Feedback Management also includes advancements that provide better ways for organizations to engage with customers, making every customer interaction relevant, contextual and in the moment. Key features include event-driven feedback, photo uploading, and support for embedding the first question of a survey in an email.

Enhancement highlights include:
  • Geolocation Data Support—enabling survey authors to capture and report on respondent location data and personalize the survey-taking experience precisely. A Respondent Map provides an at-a-glance view of geographic distribution of survey respondents. With this capability, survey authors can now filter by location, easily select only customers from a specific country or city, and customize survey flow for each participant.
  • Event-Driven Feedback—deploying surveys at multiple customer engagement points, beyond the typical post-transaction. Organizations now can use any event to trigger a survey to those customers that have "opted in." For example, when an app recognizes that a customer has entered a local big box store, a survey can be triggered to that individual based on event-driven data. This helps improve the volume and quality of feedback as the customer can respond in-the-moment, making the feedback timely, relevant and contextual.
  • Photo Uploading—making the most of mobile devices by enabling customers to share photos when they provide feedback to an organization. This allows customers to not only can tell organizations what they want, but show them as well.
  • Ability to Embed First Survey Questions in Email—improving convenience and relevance for survey respondents and creating an environment for increased survey participation. The Verint EFM solution now supports embedding a question from page one of a survey using the "Insert Response" option on the invitation designer. If the customer is satisfied, no further questions are necessary. If unsatisfied, the email can direct a customer to the next level for more details about his/her experience.

"These latest enhancements reinforce Verint's strong commitment to mobile customer engagement optimization strategies," says Nancy Treaster, senior vice president and general manager, strategic operations, Verint. "The enhancements help increase security and optimize background tasks to minimize their impact on the actions users perform, and help organizations bring multichannel responses and insights into their businesses to gain more value from customer and employee feedback, as well as enrich engagement."

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