VoC Visual – Managing the Customer Relationship in Real-Time

Monday, January 26, 2015 0 No tags Permalink

With the adoption of Big Data analytics technology rising steadily across every market and region, with most major companies seeing this kind of tech as a way to differentiate themselves from the competition, old fashioned business reporting application are simply not up to the task of presenting vast volumes of data in a manageable form. What is needed, is a visual tool for presenting top level insights, with the ability to drill down in to them and discover the underlying data.

Consider for a moment, what Hypatia Research had to say about the importance of real-time presentation of data in its recent Voice of the Customer market report. Hypatia stated that, “It is all about customers, products/services, and revenues. With timely (near real-time and dynamic) engagement making a difference in customer‘s perception of a brand, company, product or service, organizations should consider and prioritize which information sources will best support corporate goals for VOC.”

The kind of customer engagement that Hypatia is talking about, is simply no possible if we are forced to rely upon often outdated, static reports. A static report is only as up to date as the last time it was produced, we are nowhere near real-time in this situation. The problem is further exacerbated by the fact it is often difficult to make sure that the right people, receive the right information, at the right time, using traditional reporting methods. We need a real-time tool for encapsulation diverse streams of data, and turning them in to something that can be easily understood with little more than a glance.

SandSIV has been aware of this problem for some time. Pure logic dictates that as the volume of data being captured increases (as it has exponentially in recent years), then a way needs to be found to make it manageable. Towards this goal, SandSIV has developed VoC Visual. This is an advanced, real-time dashboarding tool, that solves all of the problems mentioned above in a single SaaS based applications.

The key features of VoC Visual from SandSIV includes:

  • User-friendly and interactive customer experience dashboard with KPI integration.
  • Combine structured and unstructured data.
  • Online analytics with full drill-down capabilities.
  • Custom built flexible dashboard architecture.
  • Measure KPI such as 6Sigma, NPS, Norton/Kaplan etc.
  • Real-time report generation.
  • Evaluations at the `moment of truth.
  • Measurement of touch point performance.

VoC Visual interfaces with the entire of SandSIV developed Voice of the Customer modules, within the SandSIV VoC Hub, and provides a role based, real-time dashboard that does exactly what modern commerce requires, it delivers the right information, to the right people, at the right time.

For more information about VoC Visual, download the product overview, or contact SandSIV directly.

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