i2c Seeks to Improve Methods of Gathering Consumer Feedback (March 14, 2013)
March 14, 2013
i2c Inc. has enhanced its process for obtaining feedback from prepaid card customers by enabling issuers and program managers that use the Redwood City, Calif.-based payments processor’s IVR system or customer service agents to gather customer feedback through mobile text surveys and automated collection of customer voice messages.
Low response rates to multiple-question, after-call surveys make it difficult for organizations to identify and respond to customer service issues, but i2c’s new voice message option enables customers to record a message with their feedback and receive a call back within 15 minutes, according to the company.
All voice messages are immediately added to a queue monitored by customer service agents who listen to the messages, research the issues and reply to the customers. i2c’s mobile text survey option sends customers who spoke with a live customer service agent a text message asking if their issues were resolved satisfactorily. The customer texts 1 for Yes and 2 for No. Negative responses are funneled into a queue for personal follow-up.
“i2c understands that customer satisfaction is one of the building blocks to our clients’ long-term success in the prepaid business,” said Patricia McPeak, i2c vice president, products and marketing. “The additional information gleaned from the mobile surveys, voice messages and personal conversations with customers will allow both i2c and our clients to provide better service to customers.”
Customer service has long been a balancing act for the industry as many companies pursue ways to balance the cost of the service while improving the customer service experience for consumers.
