02/09/2011

Synovate

Synovate and ResponseTek form agreement to deliver realtime integrated customer experience insights to companies


Top four global custom market research firm Synovate today announced a formal agreement with customer experience management (CEM) technology solutions company ResponseTek to provide clients with deep customer insights via a quick to deploy online platform that effectively collects, analyzes, and reports customer data from a wide range of sources.

Synovate has formed this agreement with ResponseTek based on its marketleading, highly flexible technology platform which helps manage the entire customer experience down to a transactional level, integrating structured customer survey data and verbatim comments with unstructured social media feedback into a single platform. Utilizing text mining and hot alerts, the platform also integrates with clients’ existing customer feedback processes in order to manage and recover any dissatisfied customers, thus providing a 360-degree view of customer experience in real-time.


As customer experiences become more complex, spread across a range of company touch points, and competition increases, the need to listen effectively and obtain actionable customer insight across the organisation is rapidly becoming a differentiator within many industries. The combined expertise of Synovate and ResponseTek offers an unparalleled end to end customer experience solution, bringing the customer insights from a top global market research firm together with a sophisticated customer feedback software platform. It offers clients a true competitive advantage in their respective industries.


Gavin Winter, Senior Vice President and Global Director for Synovate Customer Experience, said: “With everyone at a company now essentially in charge of helping manage the customer experience, companies need the right blend of strategic and tactical insights to understand how they’re doing and act immediately when needed. This agreement provides Synovate’s clients with the optimal blend of high level strategic insights delivered more systematically, with fast and effective feedback on the voice of every individual customer.”


Syed Hasan, President and CEO for ResponseTek, said: “This agreement with Synovate is a natural fit for us as our clients share the same goals: That the voice of the customer is integrated into all levels of their business, allowing them to make more informed operational and strategic decisions based on reliable and robust supporting data.”