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Customer Feedback

Solutions provided by Charter UK enable companies worldwide

Customer feedback is an integral part of each company’s success as it offers precious insight into how customers view the organisation, including its services, its products, its staff, its policies, etc. However, many organisations are struggling to deal with customer relations and the handling of feedback. Charter UK enables companies worldwide to better manage consumer feedback by providing a solid software solution for effective customer relationship management.

With more than 12 years’ experience in the CRM software industry, Charter UK’ Charter Continuum™ is a comprehensive solution for managing, tracking, resolving and reporting on contacts from all sources. It stores and manages customer feedback from multiple channels, including phone, fax, email, web form and face-to-face interaction, within one centralised source that can be accessed across different departments.

The world of customer relations has changed due to the onset of new technologies. Since the popularistion of the Internet, many companies globally have been inundated with contacts received from web forms and email. Although they have opened these new channels successfully, many are not well equipped to deal with the number and type of contacts. Charter Continuum™ features several modules that enable companies to better manage the e-customer.

While online communication is becoming more and more commonplace, customers are continuing to rely on mail, fax and phone methods to contact companies. Charter Continuum™ closes the gap between all contact methods, allowing companies to support contemporary channels but still embrace traditional forms of communication.

With superior reporting capabilities, Charter Continuum™ enables companies to incorporate customer opinion into their sales, marketing and service strategies. Charter reporter harnesses the power of BusinessObjects and maximises the value of customer feedback. Customer complaints, inquiries, suggestions and praise may all be used as a tool for shaping services, products, processes and campaigns.

Trends can easily be identified and repeat business can be better assured. Customer feedback can be used as a vehicle for improvement. Products, services, staff, policies and processes can be greatly enhanced using the information gathered in Charter Continuum™ and reported on with Charter reporter.

Today’s more competitive marketplace calls for companies to take a more proactive approach to handling customer service. The most profitable, leading edge companies are keeping customers at the centre of their business at all times and realising that ongoing customer satisfaction is the key to their own long-term success.

Case studies have shown that customer retention leads to better profits and brand protection. Working with some of the world’s leading brands, Charter UK has helped to revolutionise customer service and ensure greater ROI on customer feedback projects.

Customer loyalty can be built with the proper approach to handling feedback and the right software solution. With a proven track record for success, Charter UK provides the necessary tools for handling customer feedback.