The unused superpower of your employees - transforming customer knowledge into real improvements!
Nobody knows the needs of your customers better than your employees in direct customer contact - whether in the call center, field service, branches or agencies. They solve individual concerns quickly and efficiently. In doing so, they often recognize recurring customer problems. However, their valuable knowledge of customer feedback often remains unused. This potential should not be lost!
With our WOCAS® Voice of Employee process, you break through this pattern and systematically record recurring customer problems directly at the moment of truth: the customer contact. These valuable insights form the basis for cross-team analyses and sustainable solutions that get to the root of problems instead of just treating symptoms.
Voice of Employee
Transparency in the company: With WOCAS® you make visible what really concerns your customers.
Innovative strength through employee knowledge: Your customer-facing employees are the best experts - use their knowledge to continuously improve your products and services.
Efficient processes: By specifically reducing unnecessary customer contacts, you save time and costs.
Improved customer satisfaction: By solving recurring problems, you reduce frustration and create frictionless customer experiences.
Cultural change: Customer-facing employees see themselves as the voice of the customer and internal departments take responsibility for service contacts and customer satisfaction. This breaks down hierarchies and silos for continuous optimization.
For the contact assessment we use our SaaS solution WOCAS®.
Take a look at more details about the WOCAS® app.
What exactly does that mean?
Let's use a story to explain it: The frustration with the bill - and how everything got better
When Mr. Smith opens his monthly mobile phone bill, he discovers an inexplicable additional charge.
He can't find an explanation online. Finally, he calls customer service:
“Why was I charged this amount?”
The customer advisor Maggie apologizes and does some research: “The charge is related to your tariff change.”
But Mr. Smith is not the only one with this problem.
The customer service department receives similar inquiries every day: bills with unclear additional charges. Maggie and her colleagues have to explain again and again how these supposedly incorrectly calculated charges come about.
Maggie remembers the other conversations and captures in WOCAS®: “Customers don't understand charges after changing tariffs."
Over the next few days, her colleagues enter similar cases in WOCAS®.
An analysis shows: The bill and the tariff change process are not transparent enough.
The company reacts:
Billing revises the bill layout. At the same time, customers are now clearly informed of any charges incurred during the tariff change process.
What exactly does that mean?
Let's use a story to explain it: The frustration with the bill - and how everything got better
When Mr. Smith opens his monthly mobile phone bill, he discovers an inexplicable additional charge.
He can't find an explanation online. Finally, he calls customer service:
“Why was I charged this amount?”
The customer advisor Maggie apologizes and does some research: “The charge is related to your tariff change.”
But Mr. Smith is not the only one with this problem.
The customer service department receives similar inquiries every day: bills with unclear additional charges. Maggie and her colleagues have to explain again and again how these supposedly incorrectly calculated charges come about.
Maggie remembers the other conversations and captures in WOCAS®: “Customers don't understand charges after changing tariffs."
Over the next few days, her colleagues enter similar cases in WOCAS®.
An analysis shows: The bill and the tariff change process are not transparent enough.
The company reacts:
Billing revises the bill layout. At the same time, customers are now clearly informed of any charges incurred during the tariff change process.
The result?
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Customers like Mr. Smith save time and frustration and remain loyal to the company..
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Customer service is significantly relieved.
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The company shows that it takes feedback seriously - and improves its processes sustainably.
With WOCAS®, individual voices become valuable clues that drive your company forward - and customers like Mr. Smith feel the positive change.
Be smart too and use the knowledge of your customer-facing employees. They hear several times a day what is on your customers' minds. With the WOCAS® Voice of Employee process, you assign the fields of action to the various areas of the company and make them responsible for solutions. Through agile teamwork, you ensure service transformation throughout the entire company. WOCAS® helps you with prioritization and solution progress and ensures that you maintain an overview.
Would you also like to validate the fields of action with quantifiable metrics? Then we recommend adding our WOCAS® Contact Assessment to the process. Both can run in parallel and complement each other perfectly. Find out more here.
Sounds good?
You would like to embark on the path to frictionless customer experiences, but are still unsure which steps you should take first or which approach is perfect for your company? Then get in touch with us.
Or are you curious and would like to experience our WOCAS® app live to get a perfect picture of the possibilities? Then book an appointment for a live demo.
Sounds good?
You would like to embark on the path to frictionless customer experiences, but are still unsure which steps you should take first or which approach is perfect for your company? Then get in touch with us.
Or are you curious and would like to experience our WOCAS® app live to get a perfect picture of the possibilities? Then book an appointment for a live demo.