Cable Technology Feature Article
Mindshare Technologies Gets $23 Million Revenue Recovery Opportunity
By Mandira Srivastava, TMCnet Contributor
Mindshare Technologies is using its advanced VoC text analytics technology to get a comprehensive view of customer and employee feedback in real time via open-ended phone and online survey. Recently the company has announced that it has helped to increase customer retention and reduce customer churn for one of the nation's largest video, high-speed Internet and phone providers to residential customers.
Many companies are implementing Mindshare Technologies’ customer feedback technology to unlock the power of voice of customers. Companies are using this technology in its customer care centers to provide immediate customer feedback following each interaction with call center representatives.
The customers were given the option to complete a brief, automated survey following their interaction with a representative.
John Sperry, CEO of Mindshare Technologies said in a statement, “At a time where options are high and penalties for defecting are low, service providers must place a premium on keeping customers. We are thrilled to have helped this dynamic company find new, innovative ways to connect with – and retain – customers who were considering leaving.”
Mindshare Technologies’ customer feedback technology allows businesses to more effectively interact with their customers and improve customer satisfaction.
When a customer gives a negative response, they were asked if they would like to speak with a manager regarding their issue. Managers were then immediately notified of customer callback requests.
Approximately three percent of all surveys contained a callback request, which equated to roughly 1,000 recovery opportunities per month. Mindshare Technologies’ advanced VoC text analytics technology enables companies to obtain a comprehensive view of customer and employee feedback in real time via open-ended phone and online surveys.
With an estimated 12,000 callback requests in a year, Mindshare Technologies’ VoC program has given the company the opportunity to recover $23 million in revenue annually.
Edited by Cassandra Tucker