Customer engagement firm SPLICE Software has announced the launch and rebranding of its survey platform Thrive.
SPLICE’s offering ranges from automated communication workflows to digital communications capabilities. Its new Thrive product allows for the creation and sending of surveys to both customers and employees, with call, text, and email deployment. The solution also integrates machine learning and analytics capabilities alongside reporting options such as improvement recommendations.
“Companies are looking not just for a platform, but for a partner that will guide them on their customer engagement journey,” said Tara Kelly, President and CEO of SPLICE Software. “With Thrive and the Client Success team here at SPLICE, we are proud to offer exactly that at a fraction of the traditional cost for similar tools.”
COVID-19 and the Demand for Net Promoter and Customer Satisfaction Scores
SPLICE framed its new survey offering as being in response to increasing demand for survey data, particularly in terms of Net Promoter and Customer Satisfaction Scores. That’s been driven by evolving customer expectations for service due the ongoing COVID-19 pandemic.
“We chose SPLICE, in part, for the ability to send surveys via both email and natural-sounding personalised automated calls,” said Lisa Osachoff, Chief People & Culture Officer at Western Financial Group, a SPLICE customer.
“Unlike our previous vendor, SPLICE was able to customise the functionality of the survey program so our leadership team across the country can get relevant real-time reporting in a format that is easy to interpret. We were provided with expert advice on how the questions could be worded to help increase customer engagement. The surveys are branded as coming directly from us instead of from a third party, leading to an enhanced customer experience and response rate.”
The platform also features gamification and NPS training, including best practices and customer journey recommendations for increased response rates.
