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Closing the VOC Loop

Posted on 9.15.2016

Adding Content to Customer Feedback and the User Experience

Voice of customer (VOC) listening solution Opinion Lab's summer release is introducing some new capabilities designed to improve internal visibility, understanding and action.

It's not uncommon for some large enterprises to be slow to act on customer feedback. The platform's new features however will enable users to assign, update and track the status of a specific peice of feedback from customers, providing greater visibility (and understanding) as situations are resolved - increasing accountability along the way.

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“As more and more enterprises compete solely on the basis of CX, quickly understanding and acting upon customer feedback is a clear market differentiator,” said Mark Treschl, President and CTO of OpinionLab. “Our clients asked us for quick-to-implement innovation to help them more efficiently and effectively leverage internal resources to respond to customer feedback and Summer Release delivers that innovation.”

OpinionLab's also made improvements to the integrations it offers with session replay providers including Clicktale.

“Clients choose OpinionLab because the rich context we attach to customer feedback makes it immediately actionable in a way that drives positive business outcomes,” Treschl continued. “The innovation in our latest release represents new layers of context that make our solution even more central to improving an enterprise’s overall CX and the business benefits that represents.”


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