Feedback tool promises better customer experience

Confirmit Horizons helps call centre supervisors to manage interviewers

Enterprise feedback management firm Confirmit has released a new version of its platform for customer and employee feedback programmes. The software is designed to help firms better understand their customers, and therefore create better experiences.

Confirmit Horizons gives companies the ability to use multiple channels in a single feedback programme, allowing customers to switch channels in the middle of filling out a questionnaire, for example, if they wish.

This increases participation, delivers more accurate responses and drives better customer and employee relationships, according to Confirmit senior vice president of marketing Gary Schwartz.

The tool also offers improved reporting and analysis, which can aggregate feedback from a variety of sources and present it in a dashboard-style view for high-level business owners, he added.

Horizons features an 'analyst' mode, which Schwartz said allows people to " create tables, filters and play with the data without having to deal with page layout, then share this information".

"We are enabling more people around the business to get their hands on the data. It's about creating value around that and value for the business," he said. "We are enabling businesses to leverage the voice of the customer in order to give a better customer experience."

The platform's multi-channel capabilities are further enhanced by a hosted telephony service, which enables rapid call back to manage customers who report dissatisfaction, and functionality to allow call centre supervisors to manage interviewers and calling activity, said the firm.