We asked Judi Bolden, VP, Global Support Groups & Vendor Management at Groupon, to tell us how RevealCX helped them input best practice QA monitoring and how it provided them with actionable data management at their global online marketplace company.
Like any good company, Groupon cares a great deal about their customers and merchants and the experience they have when they reach out for support. Providing a good, consistent customer experience can be challenging for any company working with multiple queue types, many languages to conduct support in, and an ever-increasing need to improve what you do.
Groupon realized they needed a different tool than what they were using to be able to input best practice monitoring and extract data frequently and with certainty. They needed an alternative solution allowing them to identify what to work on in order to make improvements and improve customer satisfaction, revenue, and ultimately profits.
"In short, we were not looking for some magical Quality Assurance number so much as a tool to help us with the paradigm of quality in the experience." says Judi Bolden.
The main goal for Groupon was to find a Quality Management System that could break out the Quality Assurance (QA) score into customer/merchant, business and compliance QA scores to tell them what to do to improve in these different areas.
Different Quality Management Systems (QMS) were considered. RevealCX was the only QMS recognized as an approved technology provider by the global CX Consultancy COPC Inc., and compliant with the with the COPC CX Standard.
"...but even as opposed to the outcome performance, which I’m not discounting, it’s allowed our Quality group to know they have the best tool possible, our operational managers to know what to work on operationally, and our customer experience and merchant groups to see which policies are working and which ones are causing a bigger failure point to resolution than we find acceptable for our customers or merchants. Likewise, we’ve been able to meet the needs of our internal groups, such as the Individual Rights team to ensure we are compliant, and can prove it, for protections such as GDPR or CCPA." says Judi Bolden
Would you recommend RevealCX to others?
"Well, not only would I, I have many times." says Judi and continues "Our collaboration with Nexcom has been personalized and attentive, with transparency throughout."Book Demo Customer Stories
Judi Bolden, VP, Global Support Groups & Vendor Mgmt, Groupon
(CSAT) Customer Satisfaction, (MSAT) Merchant Satisfaction.