Johnson & Johnson - A Client Case Study
Johnson & Johnson South Africa wanted to be able to measure the customer service provided by their call centre agents. They also wanted to ensure that any negative feedback was followed up immediately and that this was used as an opportunity to train the call centre agents.
The Touchwork TxtandTell system was able to provide a solution.
TxtandTell resulted in Johnson & Johnson being able to measure customer experience, follow-up on voucher receipts, and gauge the intent to repurchase a product.
To read how the solution was implemented and the results it achieved, download this 2 page pdf case study - Call Centre Management 2011.
