Comdata Choose Digidesk
Comdata needed to deploy several post-call voice, email and SMS CSAT solutions in various languages across multiple third-party clients. They turned to DigiDesk for these client solutions due to the flexibility and range of CSAT channels available through a single platform.
An essential requirement across all deployments was monitoring customer feedback in real-time and individual agent performance. It was necessary to capture all customer scores and verbatim comments in real-time, with key metrics, sentiment analysis and a range of text analytics.
Multi-Channel CSAT Surveys From DigiDesk
The DigiDesk team worked with Comdata to help script and develop the structure of each customer survey, with a tailored design for each client. All agents and supervisors were set up, with associated permissions, for each client account, and all users were provided with comprehensive training.
The net result was multiple CSAT deployments, delivered on time and within budget, meeting the Comdata specification. Comdata could provide best-in-class customer feedback to their third-party clients through real-time wallboards and advanced reports.
The Feedback
“Comdata has worked with the DigiDesk platform for several years with several third-party clients. We have run CSAT programmes across multiple CSAT channels and languages, and the real-time feedback is exceptional. We display wallboards within the contact centre and at the clients’ offices, tracking agent performance and displaying verbatim feedback from the surveys. I would highly recommend working with this innovative and dynamic team!”
Dan West | Comdata UK
