Cloud-based customer experience analytics and service monitoring firm, SpatialBuzz, Thursday announced the addition of two new customer engagement features to its HDHealth web-based status checker, which forms part of its cloud-based CEM platform. The two features - Keep Me Posted and I Disagree - can be used by subscribers to respectively monitor and receive alerts associated with a specific network location, and to provide feedback directly to the operator regarding service experience.
According to SpatialBuzz, the ‘Keep Me Posted' feature is designed to provide customers with the opt-in choice of receiving regular alerts related to a specific location when it is affected by a network issue. The feature also allows the operator to directly message a customer who has opted in to Keep Me Posted by the use of a simple graphical interface. In the meantime, the ‘I Disagree' feature allows the customer to disagree with any positive notification provided by an operator on a location's network status. For example, if a customer experiences network issues in a location where the operator maps that there are no existing faults, the customer can choose to ‘disagree' and provide feedback such as type of issue, frequency, location and the service that is impacted.
This feedback is then tracked and visualised in the HDFeedback and HDAnalytics+ functions of the platform, allowing the operator to identify areas where specific issues are impacting a customer's service, such as coverage holes, dropped calls and slow data connections. The operator can then choose to communicate directly with the customer regarding the logged issue via the HDAnalytics+ platform, or instead choose to provide a broader update as and when the issue is resolved, added SpatialBuzz.
Andrew Blake, CTO, SpatialBuzz
The introduction of these new features affirms our commitment to helping operators expand their customer experience offerings. The system can be monitored 24 hours a day, providing an operator's customers with an easy-to-use tool to be able to report or track faults impacting their service in near real-time, thus increasing customer satisfaction levels and helping the operators to significantly improve the efficiency of their network management.
