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Synovate and ResponseTek Partner for CEM Solution
In the US, Synovate has announced a formal agreement with customer experience management (CEM) solutions company ResponseTek to use its platform to collect, analyze and report customer data from a wide range of sources.
The ResponseTek system is a flexible technology platform which manages customer experience down to a transactional level, integrating structured survey data and verbatim comments with unstructured social media feedback into a single report. Unstructured data is analyzed using text mining and all data collected can be integrated with clients' existing customer feedback processes. Clients can then manage and recover any dissatisfied customers and can create 'hot alerts', flagging up issues for immediate attention. The ResponseTek platform will allow Synovate to 'listen effectively and obtain actionable customer insight'.
Gavin Winter, Senior Vice President and Global Director of Synovate Customer Experience, said: 'Companies need the right blend of strategic and tactical insights to understand how they're doing and act immediately when needed. This agreement provides Synovate's clients with the optimal blend of high level strategic insights delivered more systematically, with fast and effective feedback on the voice of every individual customer.'
Syed Hasan, President and CEO of ResponseTek, added: 'This agreement with Synovate is a natural fit for us as our clients share the same goals: That the voice of the customer is integrated into all levels of their business, allowing them to make more informed operational and strategic decisions based on reliable and robust supporting data.'
ResponseTek is headquartered in Vancouver, Canada, with further offices in Toronto and London, UK.
Synovate is, at the moment, part of the Aegis Group.
Web sites: www.synovate.com and www.responsetek.com .
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