How Telekom takes user flow enhancement to the next level
Case Study
Overview
Have you ever felt like a company is asking you annoyingly irrelevant questions about your user experience?
Hungarian Telekom wanted to make sure this doesn’t happen to their clients, and partnered with Zurvey.io to create a smart survey that fits seamlessly into their website, as well as into the user flow. By now, it has helped them collect and analyze nearly a 100 thousand answers, and create a superb opportunity for users to tell them about what really matters.
Challenge
Large telecommunications companies have by now largely perfected their operations and have put a lot of effort into a great customer experience. Therefore, they’re usually not expecting to make fundamental changes, but they’re highly aware that minor tweaks and improvements can still be made all the time - and they make all the difference. This is exactly wherein the competition lies: users are much more likely to stay loyal to a company where they encounter the least amount of glitches or inconveniences.
Read the case study if you want to know…
- how a thorough CX-survey setup can save resources for companies;
- what key touchpoint should be monitored as an enterprise;
- how the different departments can customise dashboard visualisation for themselves.
“I love working with the team of Zurvey.io because throughout our cooperation, I felt that the project was in the right hands. The team works effectively and very responsive: whenever we needed something, it got taken care of, and our questions got answered without delay.
On top of that, the survey editor is very user friendly, and the absolute best part was the unique development with the URL parameters.”
Krisztina Vági,
Senior Market Researcher
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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."
