How i-Pry conducts confidential customer service monitoring

i-Pry monitors customer service at varying levels of detail, according to clients requirements:

• SPEED TESTING
  
  i-Pry monitors the speed and effectiveness of handling phone, e-mail, internet chat, fax and letter communication, according to a clients key channels of communication from customers. In the simplest form, i-Pry checks how long companies take to answer their phones and how long it takes to get to speak with a live person.
  
  
• WEBSITE TESTING & MONITORING
  
  i-Pry uses experienced web buyers to test website friendliness, functionality and content, enabling clients to improve conversion rates from surfer to buyer. i-Pry also monitors competitive websites and compares against norms established from research averages.
  
  
• QUALITY MEASUREMENT
  
  i-Pry initiates calls for a client to record various key Customer Service quality measures during conversations. The data gathered reveals important information about aspects of customer service performance that cannot be measured or assessed internally.
  
  
• MYSTERY SHOPPING
  
  Highly trained i-Pry staff call companies as mystery shoppers, engaging in carefully structured and informed conversations about products and services, thus providing detailed feedback about levels of customer service. i-Pry mystery shoppers occasionally place real orders and even make real support calls and even return goods.
  
  
• COMPETITORS
  
  i-Pry clients typically request i-Pry to monitor and compare their own company against several key competitors. The information gathered enables companies to improve performance in critical areas and decide new strategies to outperform competitors.
  
  
• CUSTOMER EXPECTATIONS
  
  i-Pry also conducts independent research to reveal the level of customers' expectations. Some of this information is published, and some is available to only clients.