HouseValues enhances customer experience with GMI Enterprise Feedback Solutions
17 January 2008Kirkland, Washington-based HouseValues works with some 16,000 professionals serving home buyers and sellers throughout North America. Its website helps consumers with comprehensive information about the home buying and selling process, from home valuations, homes for sale and recently sold homes to mortgage rates and neighborhood details. HouseValues decided it needed a solid customer experience measurement solution to keep its customers happy.
“To continue delivering on our promise, we needed to implement a scalable solution that would enable us to measure customer feedback in real time and could grow exponentially with our business,” explains Scott Smith, Vice President of Customer Advocacy at HouseValues. “In 2005, we went through a thorough evaluation of options available on the market, and found the flexibility and cost-effectiveness we needed in GMI’s online enterprise feedback solutions.”
Should a customer provide a negative satisfaction score, HouseValues’ system immediately triggers an email alert to a supervisor, so they can follow up with the dissatisfied customer right away. “More often than not, customer service is associated with reactive behavior. Here at HouseValues, we believe customer service should be a proactive approach,” explains Smith. “We saw improvements in our customer satisfaction scores as soon as we put GMI’s solution in place, and since then have been able to set product priorities and implement effective change strategies to better support our customers.”
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