Juniper Networks + Pearl-Plaza: Unlocking 10X More Insights with Conversational Surveys
Juniper Networks, a global leader in networking solutions, partnered with Pearl-Plaza to revolutionize their approach to digital customer feedback. By leveraging Conversational Surveys, Juniper Networks improved its feedback collection process and significantly enhanced customer satisfaction and engagement.
- Improved feedback quality, with more detailed and actionable responses.
- 62% faster issue resolution, minimizing the need for costly contact center interactions.
- 10x increase in survey responses, providing deeper insights for strategic decision-making.
- Reduced customer support costs, thanks to proactive issue resolution.
Challenge:
Juniper Networks needed a way to collect actionable feedback from its diverse customer base while managing surveys across multiple teams. Their previous system struggled with long, inefficient surveys that didn’t drive meaningful insights, resulting in slow response times and inconsistent data governance.
Solution:
Pearl-Plaza’s Active Listening provided Juniper Networks with an innovative approach to feedback collection. Active Listening prompts respondents to provide more detailed, actionable feedback by asking contextual follow-up questions in real-time. This allows Juniper Networks to engage with customers more effectively, resolve issues faster, and lower support costs.
Impact:
Implementing Pearl-Plaza’s platform had a transformative impact on Juniper Networks’ digital experience strategy. Survey participation increased tenfold, providing a richer source of data for analysis. The reduced survey length and improved feedback quality led to quicker issue identification and resolution, with response times improving by 62%. Juniper Networks resolved customer issues before they escalated, significantly enhancing customer satisfaction and loyalty. This streamlined process also strengthened their data governance, ensuring consistent branding and more effective actions on customer feedback.
