ServiceEngine yesterday released a customer satisfaction ratings system directly integrated into a customer relationship management application. The system is not a stand-alone product but is part of ServiceEngine's CRM application called ServiceEngine Pro 6.0.
ServiceEngine, Shelton, CT, a provider of customer service, sales and marketing management applications to small and medium-sized businesses, said the new technology will provide businesses with the data necessary to improve customer satisfaction and company performance immediately and to make better, more informed staffing decisions.
The system allows any company to get a 360-degree view of how the firm and its staff perform against general and defined customer audience segments. The system captures customer and staff satisfaction ratings information and the conditions under which those ratings were created, such as demography, geography, date and time.
ServiceEngine said this combination will allow managers to uncover the exact point at which a customer was positively or negatively serviced and will suggest ways to improve company performance. The system also allows for multiple ratings to be provided during the course of a customer conversation or transaction.