VHT Promotes “The Voice of the Customer” With Acquisition of Survey Dynamix

By Matt DiMaria

A note about the addition of Survey Dynamix from CEO Matt DiMaria

For over 25 years, VHT has been working with leading brands to create premier customer experiences while simultaneously enhancing agent satisfaction and improving contact center operations. In 2020, with the launch of our SaaS platform, Mindful, we firmly put a foot forward to bring these benefits to brands more efficiently than ever before.

Our latest step forward is with the acquisition of Survey Dynamix, enhancing brands’ ability to gather and respond to customer feedback and, as a result, driving customer happiness and satisfaction.

Survey Dynamix is a voice of customer platform that’s closely aligned with the value we’ve built into Mindful. Surveys can be personalized and sent across any channel, meeting the customer where they’re most comfortable. Responses are sent to leaders immediately, allowing brands to close the loop faster and adjust operations in real time. And its flexible architecture can work with any telephony platforms.

As we continue to help brands meet customers where they are, we’re excited to see how our clients can leverage Survey Dynamix to make their contact center a center of excellence that surprises, delights, and enhances the customer experience at every touch.

If you’d like to learn more about this acquisition, I invite you to read the press release.

Thanks for building strong brand experiences with us!

Best,
Matt DiMaria
CEO


Press release

VHT’s customers, which include some of the world’s top brands, can now gain direct insight into the experiences of their customers by asking them what they think — right when it matters most

 

NASHVILLE, Tenn.—October 13, 2021: VHT, a leading provider of customer-experience software, has acquired Survey Dynamix, a provider of customer-feedback technology based in Brisbane, Australia. The acquisition enhances VHT’s Mindful industry-leading customer callback capabilities by adding real-time customer surveys to its suite of customer experience (CX) services.

“Exceptional customer relationships are at the heart of every successful business. And companies that proactively nurture customer satisfaction by seeking to understand their customers’ opinions will boost customer loyalty, strengthen retention, and derive more customer lifetime value,” said Matt DiMaria, CEO of VHT. “Survey Dynamix complements our popular customer callback capabilities by enabling brands to collect real-time, actionable insights from their customers across every channel—voice, text, chat, and email.”

Survey Dynamix has conducted more than 38 million surveys in just the last 12 months for brands that include AIG, Allergan, Blucora, Coca-Cola, HelloFresh, Pfizer, Shipt, and Xerox. Founded in 2016 by Alasdair Boyd and Alex Romanov, a duo with deep experience in the contact center industry, Survey Dynamix is a customer feedback platform that integrates seamlessly with the world’s leading contact center and CX systems. The Survey Dynamix intuitive, web-based interface lets CX teams quickly create and conduct personalized customer surveys that deliver immediate insights.

Surprisingly, in today’s contact centers, it can take weeks for teams to receive feedback. Team leaders are often flying blind attempting to determine which operations will maximize efficiency and enhance the customer experience. A customer may leave frustrated feedback about the agent they spoke to, but the agent rarely receives that feedback—and the customer never gets a follow-up to close the loop. Survey Dynamix shortens that feedback loop to mere seconds.

Looking ahead, the combination of VHT and Survey Dynamix will enable brands to take real-time customer sentiment and trigger engagement based on satisfaction objectives. “Just measuring customer satisfaction is not enough to ensure a successful outcome. Together, Survey Dynamix and VHT can deliver a solution that closes the loop on customer engagement to drive best-in-class customer experience,” added DiMaria.

 

About Survey Dynamix

An exceptional customer experience should underpin every business. Survey Dynamix gives brands real-time, actionable insights within the contact center so they can create amazing customer experiences. To learn more about Survey Dynamix, visit surveydynamix.com.

 

About VHT

For more than two decades, VHT (formerly Virtual Hold Technology), has been the world’s #1 provider of callback software and services, enabling over 300 of the world’s leading companies to improve their customer experience metrics, save money on customer interactions, and grow their reach to new customers. In 1995, the company formally developed its “Hang up and we’ll call you back when it’s your turn” approach. VHT patented the idea and coined the term “virtual queuing.” Only VHT callback saved the caller’s place in line and called them back when it was their turn, maintaining full customer experience integrity. Today, the industry has expanded, technology has advanced, and VHT has transformed from a callback company into a company focused on successful customer interactions. Learn more at vhtcx.com.

Everyone likes being first.

Little patience? Us too. That’s why there’s email! Sign up and be the first to hear about new webinars, the latest content drop, and everything we know on the evolving CX front.