ResponseTek, the global leader in action-based Customer Experience Management (CEM) software, today announced the release of Listening Lab, a self-serve interface that empowers users to create and deploy ad hoc surveys in minutes, creating quick-fire tests and rapidly measuring results within their enterprise CEM program. This capability extends surveys beyond the Customer Experience team to now involve departments such as Product Development, Market Research, Marketing and HR to take action on insights from customer feedback.
Key benefits include:
• Test & Learn Scenarios: Users can test scenarios before implementing business changes, such as polling a focus group on a new product offering, getting pre-launch feedback on a promotion, or collecting employee feedback on process changes.
• Self-Serve: Ad hoc, mobile-optimized surveys can be created with a web interface with features such as a common Question Library, Branding Themes, Branching, and multi-lingual support.
• Centralized Reporting: Results from Listening Lab are available within one centralized reporting hub alongside VoC feedback, delivering deeper insight for making smarter business decisions.
ResponseTek’s award-winning Listening Platform collects real-time customer feedback across all customer touchpoints, provides role-based reporting to the entire organization, and triggers alerts to the frontline operations to help save at-risk customers. With the addition of Listening Lab, ResponseTek (responsetek.com) now provides a rapid test & learn environment for driving business transformation based on customer and employee feedback.
Gord Elder, Vice President of Product & Technology at ResponseTek, said: “Customer-centric companies require an agile, yet controlled, environment to perform quick experiments, focus groups, and test hypotheses. With the launch of Listening Lab, we make the results from these ad hoc surveys live inside the same platform as their Voice of the Customer Program to help derive deep insights and actionable learnings.”