A couple of years in the past, satisfaction surveys had been effectively obtained by prospects. We felt heard, we felt essential and we noticed the surveys as the answer to our issues. We knew that within the overwhelming majority of instances we might be contacted to supply some sort of apology or resolution.
With the arrival of automation with large survey programs corresponding to SurveyMonkey and the distortion of what a “True North” satisfaction survey meant has been misplaced.
BEFORE
Surveys felt extra private
There was extra human contact and interplay
They had been used to hearken to the client
They served to make enhancements within the service
The aim was to retain dissatisfied prospects
Few firms proceed to make use of this technique since it’s an costly course of, however the few that do are distinguished by having a wonderful service.
HERE I’M
Surveys are 100% automated
There isn’t a human contact
They’re used to know your shopping for habits and for statistical functions
They’re used to hold out inside gross sales, advertising and efficiency analysis methods
The target is to gather info for statistical functions.
I am sorry to inform you, however nobody goes to speak to you or actually care what you suppose. We went from the period of “Buyer Service” to the period of “Buyer Statistics”.
At this time companies are fascinated by having statistics “information” for choice making, evaluating workers and advertising methods. Its foremost goal is to understand how the enterprise is doing with quantitative and never qualitative info.
On the finish of the day, the surveys are reactive (we modify primarily based on buyer responses) and never proactive.
THE “APPROACH” OF OSMOS
At Osmos we’ve our personal “method”. We attempt to not apply surveys and fairly what has served us essentially the most is UNDERSTANDING and listening to the client (in that order) when you’re interacting with it.
The excellence between listening and understanding is as follows: Listening is mechanical and easy, however understanding is one other story.
“Understanding the client is a delicate factor; it is an artwork. You should know what you promote, your shopper and decipher what he’s speaking to you to find his hidden wants and assist him make his expertise extra nice. ” Rodrigo De Saro
At Osmos we hearken to prospects by totally different means, however our foremost supply of knowledge is the assist chat. We put ourselves to the duty of analyzing all of the chats and that is the place we UNDERSTAND the client.
It’s by listening that we establish small alternatives that prospects talk to us overtly.
It’s by UNDERSTANDING the place we establish the advance factors which have a better influence for the shopper; which can facilitate the usage of the instrument.
Altogether, UNDERSTANDING + listening is the system for enchancment.
EDUCATION OR SYSTEMS?
One would suppose that Osmos is within the Methods enterprise; however no. We’re within the training enterprise. For SMEs to make good use of Osmos, they need to study to make use of the instrument, however with out investing loads of time or effort. That’s the reason At Osmos we give attention to the target of creating the usage of the instrument as intuitive and easy as attainable with out sacrificing functionalities.
Daily we search for methods to simplify studying, or fairly “Osmos non-learning”.
Relaxation assured that each time you contact us it is a chance to hear and UNDERSTAND you. It’s a win-win relationship.