The Jibe program is a very simple application. You know how your customers receive a survey after interacting with you? We are just going to ask you to fill out the same survey after your call is done. We want you to PREDICT how the person you just spoke with, will respond to their survey. You will be putting yourself in the shoes of the customer. Also, the beauty of this application is - as long as you submit surveys in every call or interaction, the Jibe program will boost all of your statistics or metrics!
What is a customer survey? - You buy a product or service and the company wants to know if you’re satisfied, essentially, how do you feel about it? Customer surveys are such an important part of any company's success. They really allow the company to gain insight into how their customers feel about their products or services and even about you as the person handling their interactions but you know that only about 10% of all surveys sent to customers are actually returned. Out of 100 customers only about 10 of them actually fill out the survey telling how they felt. That’s where the Jibe Program comes in.
We’re gonna partner with you, the people handling all the interactions and make you the voice of the customers. How are we gonna do that? It is simple - we’re gonna ask you to fill out the same short survey that the customers fill out for every interaction, we’re gonna help you become more empathetic and understanding of your customers concerns and issues and by doing so you’re going to be able to predict with a high-level of accuracy. How you think the customer would respond to their own survey.
So how do these all help you? As an agent what you will get out of Jibe is largely what you put into it, as long as you’re making accurate positive and negative predictions for all of your interactions and making sure you adhere to your QA and company guidelines, Jibe will make your interactions with your customers easier. Your accurate predictions lead to insights that allow us to fix processes and provide individualized coaching, that will ultimately lead to a better customer experience and simplify your job.
Video link - Intro to Jibe