ORC e-experience for hotels
Interactive Voice Response (IVR)
With increasing emphasis on customer service, it’s important to know what your customers think. ORC International’s IVR-web technology gives all your customers the opportunity to provide feedback. Combined with real-time reporting, this powerful tool enables you to make immediate strategic and tactical improvements.
IVR technology captures feedback using a touch tone phone. The process is simple: the customer dials a Freephone number, and answers questions using their telephone keypad. Alternatively, they are directed to a website where they can provide their answers online. Offering customers a choice increases the response rate and ensures those without access to the Internet can still give their views.
How will it benefit you?
- Include all your customers
The combination of IVR and web methodologies enables an organisation to reach the majority of its target audience.
- Ease of use
You can engage with your customers at any time from anywhere: customers can choose how, when and where they give feedback. Automated responses provide customers with reassurance about confidentiality.
- Immediate, accurate feedback
ORC e-experience provides real-time reporting via a results website. Responses are uploaded onto your website as they are completed, providing immediate feedback. Customers are surveyed immediately after their experience, while it is fresh in their mind.
- Easy access to results across your entire organisation
Results can be accessed by multiple users – Head Office and site-based. Sites can quickly isolate and correct service or product issues, while Head Office can make strategic decisions which are informed by customer feedback.
- Focus on what’s important
Key driver analysis identifies which aspects are most likely to impact on likelihood of repeat business or recommendation, enabling you to spend your resources effectively.
- Affordability
Click here to contact the Consumer team >>
Alternatively, contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
