M.R. Asks 3 Questions: Sumit Aneja, CEO of Voxco | Sandhill
Summary
A customer-first, data-driven organization, Voxco works to squeeze all of the juice out of data and insights so governments, communities and businesses can listen, improve and impact their customer’s experiences. Sumit Aneja: The pandemic has forced so much of our daily business interactions online, putting an even greater physical distance between organizations and their customers. We saw some of the kinks with that acceleration during the early days of the pandemic especially, as well as during the holidays when many modes of home delivery were overwhelmed by the sheer volume. For this reason, the ability to capture feedback via multiple channels—directly on the website, mobile, email, phone, in-person—is something organizations should look for when implementing a survey platform. Further, the ability to set up real-time alerts and escalations if a survey response “scores” below a certain threshold can help businesses detect and respond to problems immediately before the customer relationship deteriorates.