{"id":82134,"date":"2024-08-19T11:17:35","date_gmt":"2024-08-19T17:17:35","guid":{"rendered":"https:\/\/inmoment.com\/?post_type=customer-stories&#038;p=82134"},"modified":"2024-08-19T11:17:36","modified_gmt":"2024-08-19T17:17:36","slug":"juniper-networks-inmoment-enhancing-digital-experience-with-10x-more-customer-feedback","status":"publish","type":"customer-stories","link":"https:\/\/inmoment.com\/customer-stories\/juniper-networks-inmoment-enhancing-digital-experience-with-10x-more-customer-feedback\/","title":{"rendered":"Juniper Networks + Pearl-Plaza: Enhancing Digital Experience with 10x More Customer Feedback"},"content":{"rendered":"\n<p>Juniper Networks, a global leader in networking solutions, leveraged Pearl-Plaza\u2019s platform to streamline its digital feedback process, resulting in a tenfold increase in survey responses and significantly faster issue resolution. This strategic move allowed Juniper to gain deeper insights and enhance its customer experience across its digital channels.<\/p>\n\n\n\n<p>Through partnership with Pearl-Plaza, Juniper Networks was able to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Increase survey responses 10x<\/li>\n\n\n\n<li>Reduce survey length by 70% &#8211; from 45 to 13 questions<\/li>\n\n\n\n<li>Increase resolution of customer issues by 62%<\/li>\n\n\n\n<li>Introduce mobile-optimized surveys, boosting participation and accessibility<\/li>\n\n\n\n<li>Integrate keyword-based routing for immediate action on critical feedback<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Challenge:<\/strong><\/h3>\n\n\n\n<p>Juniper Networks needed to improve its digital feedback process to serve its 30,000 enterprise clients better, ensuring a seamless digital experience. The existing feedback system was lengthy, not mobile-friendly, and could not drill down into specific data points, making it challenging to gain actionable insights.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Solution:<\/strong><\/h3>\n\n\n\n<p>Juniper Networks adopted Pearl-Plaza\u2019s platform, simplifying and enhancing its customer feedback surveys. The platform enabled Juniper to reduce the survey length by 70%, optimize the surveys for mobile use, and implement keyword-based routing to prioritize and address customer concerns quickly.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Impact:<\/strong><\/h3>\n\n\n\n<p>The new system led to a tenfold increase in survey responses, providing richer data for analysis. Juniper Networks also achieved a 62% faster resolution time for flagged customer feedback, significantly improving customer satisfaction and strengthening its digital experience. Some other highlights Juniper Networks was able to achieve through partnership with Pearl-Plaza:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Centralized data governance for consistent feedback management.<\/li>\n\n\n\n<li>Improved customer satisfaction through proactive issue resolution.<\/li>\n\n\n\n<li>Enhanced customer feedback strategy with real-time text analytics and AI prompts.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"featured_media":82141,"template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[1023],"industry":[580],"region":[],"class_list":["post-82134","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","category-digital-listening","industry-technology"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/customer-stories\/82134"}],"collection":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/types\/customer-stories"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/customer-stories\/82134\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media\/82141"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media?parent=82134"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/categories?post=82134"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/industry?post=82134"},{"taxonomy":"region","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/region?post=82134"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}