You want to know what customers are saying about your brand. You also want a way to turn their feedback into insights that improve customer satisfaction. With so many types of customer experience programs, selecting a single vendor can be overwhelming. Rest assured, our Listening Platform was built for customer experience management (CEM), and includes all major program options and methodologies.
Every customer wants to be heard. VoC, or enterprise feedback management, captures real-time customer feedback and turns it into operational insights that help your channels and teams improve on every interaction. Our multi-channel transactional surveys are personalised and delivered in-context immediately following an interaction, garnering industry-leading response rates of up to 48%.
On a scale of 1 to 10, how likely are our clients to recommend us to build and support their Net Promoter SystemTM? Let’s just say we have a very loyal promoter base. In fact, one of the world’s strongest banks, with over 20 subsidiaries, chooses our platform to run their program because we both measure and improve their NPS, driving real customer experience improvements and results. Our platform provides real-time NPS insight about detractors so you can close the loop with them right away — turning them into promoters.
*Net Promoter Score and Net Promoter System are service marks of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld
Because relationship or brand-tracking surveys are collected at a specific point in time, and aren’t triggered by a specific interaction, a high-level view of your brand’s perception needs to be delivered. Manage your relationship surveys within the same platform as your transactional surveys for advanced analysis and a complete view of your customer experience.
Also known as Case Management, complaint feedback management is designed for service channels, helping to identify, alert and help remedy customer complaints. Issues are routed internally for follow up, while reply templates and a knowledge base improve response efficiency.
We know every company’s customer experience program is unique, and that’s why we have programs that are flexible to address your specific objectives. As pioneers in the CEM space, we’ve worked with hundreds of companies and have tried, tested and applied a wide variety of solutions. Additional programs that our veteran teams and specialised programs can help with include: