Behind any successful customer-facing business
is a solid CX strategy. CX, or customer experience, is essentially everything
you do to understand and prioritise your customers. Complex CX strategies are especially
important in a competitive market like SaaS, which is reliant on high customer
For recruitment, it can be the
difference between a long-term working relationship and a one-off placement. Whether
it’s from our clients or our candidates, we’re always looking for ways to get
more insightful feedback so we can deliver the best results, which is why we’ve
recently adopted Recruiter Insider as our go-to software for improving our CX.
Recruiter Insider is a recruitment-specific feedback tool which allows clients and candidates to share their opinions throughout the hiring process, specific to consultants and work-type. That means our consultants get an invaluable insight into where they can improve, progressing our working relationships in real time. It also automates the collection of testimonials and referrals, so it’s easy to promote your brand and attract new clients and candidates.
We asked our Recruiter Insider CSM what the best advocates of RI do to get the most out of the product:
Aisling Corbett - UK Client Director - Recruiter Insider
Mike Scotney - Managing Director - Applause IT
We use RI both as a thermometer of our current processes and an advertising tool to attract new business. Placement risk factors mean we can react in real time to intervene and keep jobs placed, while client and candidate feedback allows us to improve internally, targeting our weaker areas and putting more focus on the things they want.
“As a consultant, Recruiter Insider has proved incredibly valuable. Firstly as a self-reflection tool, since I can use the feedback provided from both candidates and clients to improve and understand exactly what each party is striving for from a client-consultant relationship.
Using this feedback also adds to the functionality of RI, as I can then use
these to drive business activity by demonstrating to potential clients exactly
how we operate as an agency with tangible testimonials. This can be done
through a variety of reports which can be personalised using different metrics,
to really highlight what makes us successful.”
Harvey Chawner - Lead Recruitment Consultant
We are able to draw data from every part of the recruitment process - focusing on candidate & client satisfaction for individual elements of the hiring process. We can visualise higher level trends as well and delving a little deeper into the specifics of a particular process.
Want to know more about our approach to Customer Experience? Get in touch today and discuss with one of our specialist team: email@example.com