Customer Experience

Customer Experience Management

Collect and aggregate customer experience, demographic, journey and behavior data to monitor and improve customer experience in real-time

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ResponseTek

ResponseTek is an enterprise Customer Experience Management SaaS solution and includes three solutions: Voice of the Customer, Voice of the Employee and Listening Lab.

Each and Every One of Your Customers Has a Valuable Opinion About Your Brand. Are You Set Up To Hear It?

  • Collect and aggregate customer experience, demographic, journey and behavior data to monitor and improve customer experience in real-time
  • 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 entire customer journey
  • Enable two-way exchange with customers that saves and retains at-risk customers in real-time and empowers your employees to deliver exceptional customer experiences
  • Support business strategies by developing long-term, meaningful relationships with customers
The necessity of outperforming competitors with positive brand experiences in order to create loyal customer advocates is increasingly becoming a top concern for executives.

Be the most trusted and loved brand in your industry with Ignite’s ResponseTek solutions

  • Voice of the Customer: Every customer has the right to be heard. Capture the voice of the customer on any device, in any language, at every touchpoint. Automatic analysis and reporting connect customer insight with every part of your business. With direct access to feedback and insights from customers, the frontline becomes more engaged, and your team leads gain immediate opportunities for training and coaching based on Voice of the Customer.
  • Voice of the Employee: Your employees live the reality of your business every day. Empower and engage them by giving them a voice. Capture feedback and ideas, measure engagement and satisfaction and constantly learn from the most important resource you have – your employees.
  • Listening Lab: A self-serve interface that empowers users to create and deploy ad hoc surveys in minutes, creating quick-fire tests and rapidly measuring results within their enterprise CEM program. Listening Lab extends surveys beyond the Customer Experience team to now involve departments such as Product Development, Market Research, Marketing and HR to act on insights from customer feedback.

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Services to Support Your Success

Support Services

Customer success is our #1 objective, and that’s why we’ve created the Ignite Customer Support Program.  The Program includes three service tiers: Platinum, Gold, and Standard.

Ignite’s Platinum Support is the preferred option for our most active and demanding customers, as it contains the widest array of services and the highest prioritization for critical issue resolution.

Among a total of 10 benefits, the ResponseTek Platinum Support program includes:

  • Solution Health Check: Rigorous program assessment to review and evaluate key indicators of health to assess survey effectiveness, improve response rates and data quality, and review reporting usage.
  • CX Insights Reports: Series of curated reports to provide additional insight into your ResponseTek data that is not easily obtained directly, specifically designed to provide new perspectives while saving you time from manual analysis that would otherwise be required.
  • Configuration Management Services: Designed for customers in fast-paced, dynamic business environments that need on-going, cost-effective change management services, so you can focus on driving CX success in your company, while you have on-demand access to Ignite configuration experts to look after the administrative tasks of managing application changes.
  • Expert Access: Gain access to an expert solution consultant to answer your most pressing questions about the product and its features in both 1:1 meetings, as well as for focused coaching session(s) for new team members.

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Kickstart Services

Ignite Kickstart Services are available for new customers to quickly get started with delivering the value of your new ResponseTek solution to your organization. Kickstart Services include configuration and installation and are delivered by Ignite’s global Professional Services organization.

Customers choose ResponseTek Kickstart Services to:

  • Optimize the Solution: Ensure configuration is aligned to specific goals of your organization
  • Accelerate Time-to-Value: Speed-up installation for fastest time to use and to quickly realize platform benefits
  • Limit Resource Requirements: Lessen or entirely eliminate added configuration and installation work from already stretched staff who are not yet experts on the new ResponseTek solution

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Consulting Services

Maximize the return on your investment with Ignite’s ResponseTek Consulting Services. From advisory and process consulting, through implementation and support, our team of industry experts will ensure you get superior value from your technology investment.

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Enterprise License Agreement

Convert Promoters to Brand Ambassadors with User-Generated-Content (UGC) Capabilities

The ResponseTek customer experience management platform now includes a UGC image curation capability to help turn promoters into brand ambassadors. The new UGC functionality adds a new dimension to existing Voice of the Customer and Voice of the Employee initiatives that can help drive demand and build positive brand sentiment.

The new capability is available via the Ignite customer benefit ELA program, Prime, which offers ResponseTek customers licenses, including support services. By leveraging the Prime program, Ignite customers add new capabilities, displace existing software costs, and address ― at no cost ― additional service requirements for their organization’s IT, marketing, sales, finance, and compliance teams.

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Resources

Speak with an Ignite Expert

To learn more about how to ignite better business performance with Ignite Technologies’ solutions & services, please request a meeting with an Ignite Customer Success Manager.