VHT’s customers, which include some of the world’s top brands, can now gain direct insight into the experiences of their customers by asking them what they think — right when it matters most
NASHVILLE, Tenn.–(BUSINESS WIRE)–VHT, a leading provider of customer-experience software, has acquired Survey Dynamix, a provider of customer-feedback technology based in Brisbane, Australia. The acquisition enhances VHT’s Mindful industry-leading customer callback capabilities by adding real-time customer surveys to its suite of customer experience (CX) services.
“Exceptional customer relationships are at the heart of every successful business. And companies that proactively nurture customer satisfaction by seeking to understand their customers’ opinions will boost customer loyalty, strengthen retention, and derive more customer lifetime value,” said Matt DiMaria, CEO of VHT. “Survey Dynamix complements our popular customer callback capabilities by enabling brands to collect real-time, actionable insights from their customers across every channel—voice, text, chat, and email.”
Survey Dynamix has conducted more than 38 million surveys in just the last 12 months for brands that include AIG, Allergan, Blucora, Coca-Cola, HelloFresh, Pfizer, Shipt, and Xerox. Founded in 2016 by Alasdair Boyd and Alex Romanov, a duo with deep experience in the contact center industry, Survey Dynamix is a customer feedback platform that integrates seamlessly with the world’s leading contact center and CX systems. The Survey Dynamix intuitive, web-based interface lets CX teams quickly create and conduct personalized customer surveys that deliver immediate insights.
Surprisingly, in today’s contact centers, it can take weeks for teams to receive feedback. Team leaders are often flying blind attempting to determine which operations will maximize efficiency and enhance the customer experience. A customer may leave frustrated feedback about the agent they spoke to, but the agent rarely receives that feedback—and the customer never gets a follow-up to close the loop. Survey Dynamix shortens that feedback loop to mere seconds.
Looking ahead, the combination of VHT and Survey Dynamix will enable brands to take real-time customer sentiment and trigger engagement based on satisfaction objectives. “Just measuring customer satisfaction is not enough to ensure a successful outcome. Together, Survey Dynamix and VHT can deliver a solution that closes the loop on customer engagement to drive best-in-class customer experience,” added DiMaria.
About Survey Dynamix
An exceptional customer experience should underpin every business. Survey Dynamix gives brands real-time, actionable insights within the contact center so they can create amazing customer experiences. To learn more about Survey Dynamix, visit surveydynamix.com.
For more than two decades, VHT (formerly Virtual Hold Technology), has been the world’s #1 provider of callback software and services, enabling over 300 of the world’s leading companies to improve their customer experience metrics, save money on customer interactions, and grow their reach to new customers. In 1995, the company formally developed its “Hang up and we’ll call you back when it’s your turn” approach. VHT patented the idea and coined the term “virtual queuing.” Only VHT callback saved the caller’s place in line and called them back when it was their turn, maintaining full customer experience integrity. Today, the industry has expanded, technology has advanced, and VHT has transformed from a callback company into a company focused on successful customer interactions. Learn more at vhtcx.com.
Tim Cox / ZingPR