i2c, Inc. Implements Enhanced Customer Satisfaction Survey Methods
Becomes First Prepaid Processor to Integrate Mobile Text Surveys and Queue-Based Voice Messages to Gather Timely Customer Feedback.
REDWOOD CITY, CA–(Marketwire – Mar 11, 2013) – i2c, Inc., a provider of payment processing and emerging commerce solutions, has implemented new methods for obtaining feedback from prepaid card consumers. Issuers and program managers that utilize i2c’s Interactive Voice Response (IVR) system or customer service agents can now gather customer feedback through mobile text surveys and automated collection of customer voice messages. i2c is the first company in the payments industry to offer such options.
These enhancements represent a radical change from the way customer service surveys are conducted today. Multiple question after-call surveys are a standard method for obtaining feedback today but are plagued by low response rates, making it difficult for organizations to identify and respond to customer service issues. i2c’s new voice message option addresses this problem by allowing customers to record messages with their feedback and receive a call back within 15 minutes. All voice messages are added immediately to a queue monitored by trained customer service agents who listen to the messages, research the issues, and reach out to the unhappy customers.
“Customers love it when they are heard,” said Mian Salman, director of client services at i2c. “Our ability to call back an unhappy customer within minutes of them sharing a bad experience enables us to convert potential detractors into promoters.”
i2c’s mobile text survey option sends customers who spoke with a live customer service agent a text message asking if their issue was resolved to their satisfaction. The customer would simply text 1 for Yes and 2 for No. Negative responses are automatically funneled into a queue for personal follow-up.
“i2c understands that customer satisfaction is one of the building blocks to our clients’ long-term success in the prepaid business. These enhancements make it easier for customers’ voices to be heard and their feedback to be contextualized and humanized,” said Patricia McPeak, vice president, product and marketing at i2c. “The additional information gleaned from the mobile surveys, voice messages and personal conversations with customers will allow both i2c and our clients to provide better service to customers.”
About i2c, Inc.
i2c, Inc. provides the infrastructure financial institutions, corporations, brands, and governments need to launch and profitably manage payment and next-generation commerce products. Its global-ready product suite encompasses card-based, virtual and mobile payments, loyalty, and back-office solutions. Headquartered in Redwood City, California, i2c supports clients on five continents from six sales and support offices worldwide. Visit i2cinc.com for more information.
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