NPS for Miralix
With NPS for Miralix contact center, you can automatically send satisfaction and loyalty surveys via SMS to your customers after they have completed a call with you.
Your customer experience radar
Optimizing customer experiences and taking proactive action on poor experiences has never been more important. With nps.today for Miralix, you can measure, understand, and act on your customers’ experiences. At the same time, you can train employees in customer understanding with P-GAP
Measure
Ask the classic NPS question or a direct satisfaction question via SMS after the call has ended. There is also an option to add additional questions, such as whether you received the answers you were looking for and how well the employee handled your call.
Understand
Gain a better understanding of customer responses and trends with categorization (reason mapping), so efforts can be prioritized better. With live Web Dashboards, all relevant employees and managers can easily track customer responses, both on desktops and on screens in departments.
Act
Set up alerts that can be sent to shared mailboxes or selected employees for follow-up on both good and bad experiences.
Employee training with P-GAP
Give employees the opportunity to assess what the customer is likely to answer – a very effective method for training customer understanding and empathy. In nps.today, managers can schedule when employees should receive the P-GAP question.
nps.today SMS-surveys
nps.today for Miralix is an add-on to your Miralix solution.
nps.today is the easiest solution to implement, to easily measure, understand, and act on your customers’ experiences and customer loyalty, as well as train your employees with P-GAP. The solution is plug-and-play and can be up and running the same day you decide – hence the name nps.today.
Feature overview
Upgrade your NPS for Miralix solution for the entire customer journey
Cross-Platform customer experience
With nps.today, you can extend your Miralix solution to perform automated surveys from all your customer systems across the entire customer journey. This could be through marketing activities, sales activities in your CRM system, after orders in your financial system, or cases in your customer service system.
With ready-made plug-ins for leading customer and BI systems, your employees can track customer experiences and take proactive action from the IT systems they use on a daily basis, such as Dynamics, Salesforce, SuperOffice, Zendesk, Power BI and Office 365, including in Outlook.
Omni-Channel customer experience
With nps.today for Miralix, you have the opportunity to expand your SMS surveys through Miralix to all your channels across the entire customer journey. Of course, you can measure via email, you can measure online with embedded NPS and pop-up surveys in chat, in-app, on websites, in webshops, or on service portals, you can measure with QR codes, and even physically with tablets/kiosks.
Standard module - nps for Miralix
Measure
- Automatic sending of satisfaction survey via SMS after the call
- Automatic sending of loyalty survey via SMS after the call
- Branding of the survey with logo, etc.
- 5 additional questions (4 different types)
- Respondent categorization/tagging in the survey
- Exclusion of recently surveyed customers – Throttling (anti-spam)
- Permission collection (e.g. may we contact you)
- P-GAP measurement of employee
Understand
- Display of customer responses directly in the Miralix client
- Categorization/tagging of free text responses
- Live Web Dashboards
- Excel reports
Act
- Display of customer responses directly in the Miralix client
- Alarms and notifications via email or Teams for teams, employees, responsible parties, etc.
- Categorization/tagging of free-text responses
- Recording of follow-up notes
- Data analysis in Excel reports for prioritized efforts.