Ensuring brand-building customer experiences with inContact ECHO survey software
Until a few years ago, collecting customer feedback at AAA Auto Club South (ACS) meant utilizing a cumbersome, unreliable IVR survey system that could be easily manipulated by the call center agents. Members had no way of knowing whether their voices had been heard, and ACS had no real data to drive service improvements. All that changed when ACS implemented ECHO, inContact’s customer feedback system. With new, cutting-edge surveying technology in place, ACS was able to
- Measure consultant performance and member satisfaction
- Receive survey results in near real-time
- Improve member support and company-wide services.