Programs

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.

Voice of Customer (VoC)

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%.

  • Collect feedback from all channels and touchpoints
  • Analyse structured (ratings) or unstructured (verbatim) feedback
  • Bottom-up transactional survey program

Net Promoter Score® (NPS)

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.

  • Recognised Net Promoter System vendor by Bain & Company
  • Measure engagement and enthusiasm with employee NPS
  • Scalable to companies of all sizes in all industries

*Net Promoter Score and Net Promoter System are service marks of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld

Relationship Surveys

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.

  • Benchmark against competition
  • Track brand reputation over time
  • Correlate brand metrics with transactional feedback

Social Insights

Social media is here to stay, and while your company may or may not use it as an official service channel, your customers are on it, posting, tweeting, and communicating every day. But how do you turn their vast sea of social messages into information that is useful for your business? Our social listening program tracks mentions of the key topics, analyses the sentiment of the posting, and scores it the same way as a survey response. The end result is structured social media insight that your teams can use to improve the customer experience.

  • Automatic collection of mentions from social media news sources
  • Track competitors with comparison and ranking results
  • Pick up on trending industry topics

Complaint Feedback Management

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.

  • 24/7 listening post for complaints or suggestions
  • Efficient issue resolution with response templates
  • Automatic action assignment

More Programs for Every Business Type

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:

  • Knowledge Base: Let customers self-serve easy-to-solve issues with an FAQ knowledge management system
  • Employee Experience Management (EEM): Measure and improve employee experience with internal systems, tools and processes
  • Secret Shopper Programs: Centralise all your secret shopper research data and customer insights all in one place