How Zurvey.io allows millions of Indonesians to enjoy a better telecommunication service Customer Experience
Case Study
A client success story
Our client is a multinational telecommunications corporation, and one of the largest companies of Indonesia, with more than 100 million customers. This very large and active customer base has mainly been interacting with them through digital touchpoints in recent years, and this is how the majority of the interactions are expected to continue as well. The company is committed to keeping customer satisfaction at a high level, with its own CX team conducting research and working on creating the best, data driven CX strategy.
Key topics in the case study
- Integrating feedback collection from different channels, such as surveys, file uploads and application reviews
- Developing custom categories for automated topic recognition
- Building an internal data-system providing access to insights in real time to various departments
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Auchan
“I love working with Zurvey.io, it instantly gives me a clear overview of our customers’ feedback. Neticle’s expert analyses save the Market Research Department significant amounts of time, since they give us sharp, definite recommendations about the areas we need to improve. We integrate these into our strategic decisions in order to further improve our customers’ shopping experience.”
Raiffeisen
“As a CX leader, I thrive in collecting, analysing and extracting insights from customer feedback. Neticle, with their advanced technology and customer centricity, have been instrumentation in our efforts to harness the power of unsolicited (text) feedback – a source of insights that is continuously increasing in importance as we digitize our customer journeys.”
Xdroid
"Zurvey.io has an intuitive GUI and nice graph-type visualization of topics and sentiments that help better understand customer surveys and messages on a larger set of data, e.g correlating sentiments, name entities, locations, and verbs. It supports almost all European languages handles negations, double negations as well."
