We take the ‘pain’ out of complaining

If your customers are talking to us, then they’re no longer talking to you.

Less than 27% of consumers will take the time to complain to a business, the rest will simply switch brands and instead complain to friends and family, dramatically decreasing your NPS.

Through Customer Choice we capture the lost voice of your most disengaged customers and provide you with the chance to retain their business through effective resolution.

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See what we can do for your business

What can Customer Choice do for you?

Provide a user-friendly alternative platform

Capture the key facts of each issue

Provide intelligence to your front-line staff

Increase retention, NPS & CSAT

The smarter route to resolution

A clear & effective process

Customer Choice provides your customers with an alternative complaint channel via Resolver.

Benefit from a configurable complaint journey that’s clear, easy to use and effective in achieving the best resolution for both parties.

The process makes the journey easy to navigate, minimising the stress involved. The regular flow of communication generated by the platform maintains goodwill throughout the process increasing CSAT.

Capture the Facts

Our complaint submission flow captures the key facts around each complaint through key word extrapolation and sentiment scoring.

This process filters the information alerting your case handlers to the key issues pertinent to each complaint enabling a faster, more effective response supported by real-time intelligence.

Highlight any issues complicated by situational vulnerability to determine prioritisation in response actions.

Diffuse the emotion

Manage the consumer’s expectations through a clear, well-structured process that provides immediate feedback and regular communication to the individual.

By outlining the consumer’s rights and your legal responsibilities, you can deflect unnecessary complaints to reduce the overall volume of complaints you receive.

Case handlers armed with key facts in real-time can identify a prioritisation in responding to complaints to tackle issues complicated by severities such as ill health.

Create better outcomes

Manage the consumer’s expectations through a clear, well-structured process that provides immediate feedback and regular communication to the individual.

By outlining the consumer’s rights and your legal responsibilities, you can deflect unnecessary complaints to reduce the overall volume of complaints you receive.

Case handlers armed with key facts in real-time can identify a prioritisation in responding to complaints to tackle issues complicated by severities such as ill health.

Consultation

Our team of highly experienced consultants can help advise on how to tap into your greatest unused asset: complaint data.

Contact us to arrange a consultation to learn more about our business solutions and unique data insights designed to grow customer retention and brand advocacy.

Our sectors

If your sector isn't shown above, then not to fear, Egeria Insights can help businesses that operate across a wide variety of sectors. Speak to us to see how we could help you.

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