Challenge
Agency for Agriculture and Marine Fisheries has launched an innovative project to take service to the next level and get to work with the data within LV Connect, the customer contact!
The goal? To better understand and leverage the voice of the customer - the Voice of the Customer - through smart analysis of the data in the CRM system.
Voice of the Customer as feedback to the organization
In doing so, the agency wants to find out:
- What are their customers' most frequently asked questions?
- What really matters to them?
- How can they improve communication and processes based on customer feedback?
By analyzing customer questions and sentiments in real time, first-line staff can be better supported and customers can be better informed. In this way, customers become more self-reliant and services are provided based on the needs of the customer, not just the organization.
