ESJ solution to improve customer experience for banks

ESJ Software has announced the latest release of its Acumeni Voice of Customer solution, that allows banks to improve feedback and deliver better customer experience.

The software maker says its technology will enable banks provide customers with a simple configuration interface for automating the feedback prompting and gathering process.

ESJ Software says its Acumeni Voice of Customer solution, including its Configuration and Automation Manager application, comes handy as the banking industry face increased scrutiny and pressure to improve customer service quality and reduce customer churn in order to contribute to the bank’s bottom line.

Charles Ekanem, Business Development Director of ESJ Software says that, “Through the use of our enterprise-class feedback and surveying tools, banks are able to increase customer sentiment and derived insight by eliminating many of the manual steps involved in the current adhoc, limited sample scope, ‘spreadsheet’ data capture and reporting process. For example, using our Acumeni VOC Solution deployment, a customer can quickly and conveniently provide feedback, sentiment and insight on the service they experienced while in-branch, on a mobile phone using SMS or IVR, or via a web interface.”

ESJ Software’s enterprise-class Acumeni Voice of Customer solution supports multiple channels for customer feedback prompting and feedback gathering, he adds.

With the technology, users can use any mix of SMS, IVR, Online, Kiosk devices, QR Codes or Widgets and clients can create linked surveys. Surveys can be created and deployed in main and local languages with the option of using superior speech-to-text transcription for IVR deployments that further enhances customer convenience and adoption – and thus increases feedback response rates.

According to Ekanem, “the Acumeni platform provides the flexibility to change question sets, demographic groups, frequency – all at the convenience of the client for service trending and performance benchmarking purposes.”