CustomerCount Partners with MosaicVoice to Elevate Customer Experience Measurement in Hospitality
Inside Hospitality Solutions is excited to share the news of a powerful partnership between our Network Provider member, MobiusVP (CustomerCount®), and MosaicVoice, a leader in AI-powered call center quality management. This collaboration aims to revolutionize customer experience measurement within the hospitality industry.
The Power of Combining Solicited and Unsolicited Feedback
CustomerCount is a well-established platform known for providing insightful customer feedback through surveys. It offers a robust suite of tools that measure customer satisfaction throughout the entire journey, from initial inquiries and sales to post-stay feedback.
MosaicVoice takes customer experience measurement a step further by utilizing AI to analyze call center voice interactions. It leverages artificial intelligence (AI) to analyze customer interactions on calls, providing highly accurate, real-time feedback on agent performance and guest sentiment. This goes beyond traditional surveys by capturing unsolicited feedback embedded within the call itself.
Combining CustomerCount with MosaicVoice’s real-time call analysis provides a holistic view of the guest experience, allowing hoteliers to:
- Identify areas for improvement in communication and service delivery.
- Gain actionable insights to personalize guest experiences.
- Demonstrate a genuine commitment to guest feedback through ongoing analysis.
This partnership allows hospitality businesses to access a comprehensive picture of their customer experience, encompassing solicited (surveys) and unsolicited (call center interactions) feedback.
“A Dramatically Clearer Understanding”
Bob Kobek, President of CustomerCount, emphasizes the value of this combined approach: “Our philosophy has always been if you aren’t measuring your data, you’re just talking to yourself. Mosaic has the unique capability to measure both customer reaction and agent performance. We are extremely excited to offer their sophisticated AI platform to our clients.”
Actionable Insights for Improved Customer Journeys
Julian McCarty, Co-Founder & CEO of MosaicVoice, highlights the actionable insights this partnership unlocks: “By combining both solicited and unsolicited insights, an organization has a dramatically clearer understanding of the customer experience. These revelations can be used to improve customer experiences and ensure each customer feels valued.”
Benefits for Hospitality Businesses
The integration of CustomerCount and MosaicVoice offers a range of benefits for hospitality businesses:
- Improved Guest Satisfaction: By actively listening to customer concerns and pinpointing areas for improvement, hotels can create a more positive and memorable guest experience.
- Comprehensive Customer Experience Measurement: Gain a holistic view of customer sentiment through surveys and call center interactions.
- Improved Agent Performance: AI-powered insights help train and coach agents, leading to more positive call experiences for guests.
- Increased Customer Loyalty: Hotels can build stronger relationships and foster loyalty by demonstrating a commitment to continuous improvement and a genuine interest in guest feedback.
- Actionable Data for Better Decisions: Utilize data from solicited and unsolicited feedback to identify areas for improvement across all customer touchpoints.
Ready to See the Power in Action?
Contact Lisa Kobek at LisaKobek@MobiusVP.com for a personalized demonstration of how CustomerCount and MosaicVoice can elevate your customer experience measurement.
About CustomerCount®
CustomerCount® is a feature-rich, cloud-based survey solution that empowers businesses across various industries to improve customer loyalty, processes, and their bottom line.
About MosaicVoice
MosaicVoice is an AI-powered platform transforming the call center experience through real-time agent guidance, automated quality assurance, and valuable customer and employee feedback insights.