SoundBite and Mindshare Partner to Provide On-Demand Customer Experience Management Solutions
SoundBite Communications Inc. and Mindshare Technologies today announced a partnership to develop and deliver on demand Customer Experience Management and Monitoring solutions for enterprise organizations.
The partnership leverages the virtually unlimited telephony capacity of SoundBite’s hosted customer contact solution with Mindshare’s survey and real time analytics expertise to provide businesses with immediate customer experience feedback. Asurion, a provider of specialty insurance, warranty and other marketing services to the wireless telecommunications industry, is leveraging the combined solution to continuously survey and measure customer experience with its Roadside Assistance Service.
Asurion is North America’s leading provider of wireless-based roadside assistance. Its comprehensive services include towing, lockout assistance, tire changes and much more. Customers requesting roadside assistance are provided with an estimated time of arrival of the service provider. Ten minutes after the estimated arrival time, the customer receives an automated voice message asking them to confirm that help has arrived and invites them to participate in a brief survey about their experience with the service. If a customer indicates that help has not arrived, he/she is immediately connected to a live agent for assistance.
“The success of our roadside assistance service is largely dependent on innovative marketing, continuous testing and best-in-class customer service,” said Donna Drehmann, Asurion’s Director of Customer Satisfaction. “We’re working with Mindshare and SoundBite Communications to immediately survey our customers so we can ensure that they received the best service possible as well as learn ways in which we can further help them. The ability to continuously measure our performance and respond to real time customer feedback in an automated and cost-effective manner is invaluable to our business.”
Mindshare and SoundBite Communications Partnership
Mindshare and SoundBite offer businesses an outbound survey application that can be delivered to customers immediately following any interaction to gauge their experience. The solution provides businesses with immediate feedback on customer experiences which results in higher customer response rates. Using automated voice messages in a hosted environment allows businesses to reach customers faster without the need for live agents or on-premise hardware and software. As a result, businesses now have a cost-effective survey solution that can be applied to virtually any type of customer service initiative that is supported by a call center.
“Customer experience continues to play an important role in brand preference and customer loyalty,” said Chris Selland, Vice President of Business Development at SoundBite. “The virtually unlimited calling capacity and high-quality of SoundBite’s automated voice messages, coupled with Mindshare’s ability to capture and analyze customer feedback is a compelling solution for large and small consumer-oriented businesses that want to immediately understand how their customers perceive the service experience, and respond in real-time to enhance satisfaction and loyalty.”
Erich Dietz, Sales Director for Mindshare added, “The ability to perform an automated outbound post-service campaign is a significant differentiator. Our joint solution provides the detailed data of a live agent survey with the cost savings of a fully-automated, hosted solution.”