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Client Story

Capturing user feedback to improve the customer-service experience

Download client story2 MB pdf
Client: A technology company
Region: North America
Sector: Technology and finance

The customer-experience imperative is becoming ever clearer across industries. But without a proper tool for capturing user feedback, efforts aimed at improving the customer experience may be unfocused or wasted.

This was the challenge faced by a technology company: its system for gathering user feedback on financial tools and service was not capturing customer satisfaction surveys in an effective way.

Capgemini built a custom solution using Microsoft Dynamics 365 Customer Voice and text analytics within Azure Cognitive Services, integrated with Microsoft Power Automate and SQL Server.

Superior system for capturing feedback

Capgemini’s custom solution provided a more effective system for gathering user feedback and gauging satisfaction.

Better overall insights

The solution developed SQL (structured query language) audits for monitoring feedback surveys to identify negative sentiments along with a process for subject-matter experts to analyze alerts and take corrective actions. This helped the support analyst team prioritize improvements based on urgency and solve known issues quickly.

Improved customer satisfaction

Quicker issue resolution reduced the number of service requests received, improving the experience for customers. This was also demonstrated by more reliable NSAT scores.

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