Survey responses don't give you the full picture of what's happening in your customer service interactions. Garrett Jorewicz talks about how Credit Union 1 is turning up the volume on the voice of the customer by supplementing their survey program with conversation analytics.
[0:00]
Garrett
This is the most exciting part about all of it for me. We're doing survey data, or getting a ton of surveys back every month, every quarter, from our members that we engage with. We have a team—our Member Experience (MX) team—that mines that data, classifies it, and translates it into useful things we can change or improve.
[0:29]
Garrett
But we're still waiting on the members to go through the process of telling us that information manually via computer keyboard or maybe a voice-to-text response. So to just be able to get right to the root of all of those interactions and hear what these folks are saying [is huge].
[0:48]
Garrett
This is still conceptual for us since we're new to this journey, but [we’re excited about] being able to get to the root of it, hear what the members are telling us, categorize it, stack-rank it by priority or volume, and translate that into immediate change.
[1:03]
Garrett
We've had a "You asked, we listened" campaign recently with a lot of these types of changes, and it's been received super well. As a ex-musician—or I guess still a musician—I look at it as, “Now we get to turn up the volume of the amplifier and really take it to the next level.”
