Crisis Response: Pivoting from Attribution to Customer Experience Enablement with Invoca
Spectrum Retirement Communities found itself at the center of the COVID-19 crisis this spring. In order to protect the health of its residents, reassure their families, and ensure the success of the business, they had to quickly pivot not only their marketing, communication, and sales strategies, but their entire use of the Invoca platform.
Learn how Spectrum pivoted from using Invoca primarily for marketing attribution to using it as a customer experience enablement tool. In this session, you will learn about:
- Using Invoca Signals to detect the rapidly changing needs and behavior of your customers and adapt your communications strategy
- Using Invoca to detect customer experience issues and mitigate them before bad reviews can impact your business
- How to use Signals to analyze the language used in the call center to train agents to respond to new situations
- Using Invoca Signals to assure regulatory compliance in your call center
