Marketing research
„However beautiful the strategy, you should
occasionally look at results.“
(W. Churchill)
„However beautiful the strategy, you should
occasionally look at results.“
(W. Churchill)
Marketing research allows you to identify shortcomings in the setup of the service/product parameters or in your customer service processes, or to find out the market potential for a new or modified product/service. Based on information obtained, you can very quickly react and eliminate those shortcomings, adjust parameters or set up a new business plan. In this marketing discipline, we are able to deliver capacity and skilled labour force that will process the entire research based on the client’s requirements.
Most often, we provide these services:
Customer satisfaction survey (customer satisfaction with a product/service, servicing, sale, etc.) and survey of customer service processes (instant customer experience).
Customer satisfaction survey:
Customer satisfaction feedback is obtained particularly through phone inquiry that is subsequently processed in the final report. The inquiry process parameter setup is chosen by the clients themselves.
Survey of customer service processes:
Whether your customer service processes work the way they should can be best determined using Mystery Calls, Mystery Emailing or Mystery Shopping. The subsequent result analysis lets you see which of the subprocesses is the most problematic and where the service parameters should be modified.
Mystery Calls:
Mystery E-mailing:
Mystery Shopping:
The original concept of customer service is changing as digitization progresses. With the onset of new technologies, the overall way of communicating and customer expectations are changing as well. Therefore, in order to communicate with customers in marketing research, we also use other communication channels, the so-called Multi-Channel Communication (SMS, chat, social networks, email).
Díky dlouholetým zkušenostem se službami v oblasti BPO a s multikanálovou komunikací dokážeme skloubit tradiční i moderní způsoby komunikace tak, abychom našim zákazníkům vždy poskytli profesionální služby externího kontaktního centra.