Transform with ResponseTek

Imagine a world where your brand is the #1 choice.

As global leaders in enterprise Customer Experience Management Solutions, ResponseTek helps you drive hard line revenue growth through effective, easy to use and engaging customer experience management that puts you firmly in control. Our focus is unwavering: we provide insight and action on how to save customers, grow share of wallet and add new customers. All the time. Each and every day.

LISTEN

Collect customer feedback

What is your data trying to tell you? ResponseTek allows you to collect and aggregate customer experience, demographic, journey and behavior data to monitor and improve your customer experience in real time.

LEARN

Make data-driven decisions

We provide real-time analytics and insights to help you make data-driven decisions across your entire organization, allowing you to optimize experiences, services, and processes across the whole customer journey.

ACT

Business transformation to drive ROI

We enable a two-way exchange with customers that saves and retains at-risk ones in real time and empowers your employees to deliver exceptional customer experiences.

ENGAGE

Get customers on your side

Our ongoing tools and support strategies enable you to develop long-term, meaningful relationships with your customers.

SpringBoard your way to success.

With SpringBoard for Contact Centre and SpringBoard for Digital, we can help you get up and running with best practice CEM well before your competitors. Implement this best practice end-to-end program and be up and running in seven days.

It’s all about balance. Get what you need, when you need it.

Our balanced services deliver the perfect blend of self-service tools and full-service program support. We take care of the complex enterprise elements of your program whilst enabling you to take control of simple changes and survey creation. We work with you as your partner on your CX journey; providing you with program health checks, best practices and benchmarks, program management and support.

Features & Benefits

Know Your customers

To build a relationship, you have to know your customers inside out: understanding them as customers, individuals and as members of attitudinal and behavioral tribes. We allow you to capture the voice of your customer on any device, in any language, at every touchpoint. As experts in highly personalized transactional surveys, we give customers the power to express opinions in quick and efficient formats, resulting in survey response rates that can reach up to 48%.

Get a complete view

ResponseTek enables additional listening via advanced text analytics, sentiment analysis and social media so you can build a complete view of the customer experience across your organization.

Continuously build loyalty

Identify where brand loyalty is gained or lost with powerful analysis and reporting tools, transforming feedback into insights. Explore reports, dashboards and scorecards, and put customer feedback at the center of your business.

Spot trends in real Time

Access trends and macro reports at the line of business or division level, or drill right down to the customer or employee level to review individual feedback. No matter what you want to discover, you’ll have real-time knowledge at your fingertips

Learn what works

Our model delivers performance management tools to understand how services impact delivery of the brand promise, and integrated action management to help you consistently exceed customer expectations.

Engage and empower

Turn your employees into some of your biggest brand fans; working hard to deliver the experience your brand promises. With direct access to feedback and insights from customers, the frontline becomes more engaged, and team leads gain immediate opportunities for training and coaching based on the Voice of the Customer.

Start an ongoing dialog

Create a continuous two-way dialogue with your customers, from closing the loop and remedying poor customer experiences to reaching out to your strongest supporters to learn about positive experiences. Triggered alerts and actions ensure no customer follow-up is forgotten or missed.

Improve
customer targeting

When you make each experience truly personal—tailored to each individual based on deeper, richer, more actionable insight—you get better results. Our highly personalized approach enables more effective targeting for your promotions and offers, allowing you to save at-risk customers and reward the loyal, turning them into brand advocates through relevant and resonant referral offers.

We’ve been winning awards for our Best Practice CEM programs for many years; helping our clients become the best of the best when it comes to their customer experience.