With a dedicated focus on a seniors-oriented program, a national pharmacy chain oversees the needs of over 170,000 customers each month, realizing the importance of creating repeat business, fostering positive branding, and ensuring financial prosperity.
To gauge the quality of their service delivery, this forward-thinking retailer introduced an outbound-driven automated phone survey (IVR) program. This initiative is designed to reach out to every customer who contacts their Customer Care Center for assistance with their prescription orders. The automated IVR interview serves a dual purpose: gathering feedback on the interaction with the service agent and evaluating the overall customer experience.
The valuable feedback collected by our IVR solution becomes a source of actionable insights when analyzed on the Qualtrics Insight Platform. By combining this information with data from the retailer’s CRM, a comprehensive view of the customer experience is unveiled, enabling the pharmacy chain to make informed decisions and continuously enhance their customers’ journey.