The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Do you get the idea we're excited?
Thursday - September 15, 2005 03:17 PM in
If you've read some of the stuff we've written about Express Feedback, you might get the idea we're just a little excited about this service. We're using words that don't normally trip off our conservative Minnesota tongues. Words and phrases like "future," "next generation," "major leap forward." Next thing you know, we'll be saying "revolutionary," and believe me when I say that that's not a word you normally hear in this part of the country.
The fact is that Express Feedback just may turn out to be the most important announcement VocaLabs ever makes. And when I say that, I'm speaking as co-founder and CEO taking the long view.
Over the past month or so, we've been briefing a few selected clients and prospects about this upcoming announcement, and the response has been very strong. We already have several different companies signed up to participate in our pilot program, and one pilot site has tentatively agreed to start using Express Feedback once the service goes live and we start charging for it (that's before we even know what the price will be).
As of now, only about 24 hours after the formal announcement, we've already had several additional serious inquiries from new customers. So you can understand why we think we have a winner on our hands.
What is is that makes Express Feedback so different? It isn't any one thing--after all, both surveys and call recordings have been around a long time. But we've spent a long time listening to our clients' frustrations about their existing programs, things like taking a long time to get data, difficult-to-read reports, frustration with only having half the picture, no good context for data, etc. And we think Express Feedback solves all these problems.
So pardon us if we're getting a little excited over here. We promise to go back to being staid midwesterners shortly.
P.S. We are expanding our pilot program for Express Feedback. If you would like a chance to test-drive the service in your call center at no charge before we go live, please contact Rick Rappe at 952-941-6580x205.
Posted by Peter Leppik
Over the past month or so, we've been briefing a few selected clients and prospects about this upcoming announcement, and the response has been very strong. We already have several different companies signed up to participate in our pilot program, and one pilot site has tentatively agreed to start using Express Feedback once the service goes live and we start charging for it (that's before we even know what the price will be).
As of now, only about 24 hours after the formal announcement, we've already had several additional serious inquiries from new customers. So you can understand why we think we have a winner on our hands.
What is is that makes Express Feedback so different? It isn't any one thing--after all, both surveys and call recordings have been around a long time. But we've spent a long time listening to our clients' frustrations about their existing programs, things like taking a long time to get data, difficult-to-read reports, frustration with only having half the picture, no good context for data, etc. And we think Express Feedback solves all these problems.
So pardon us if we're getting a little excited over here. We promise to go back to being staid midwesterners shortly.
P.S. We are expanding our pilot program for Express Feedback. If you would like a chance to test-drive the service in your call center at no charge before we go live, please contact Rick Rappe at 952-941-6580x205.
Posted by Peter Leppik
Posted at 03:17 PM by | | | |