Our award-winning CEM software helps clients deliver exceptional experiences to customers with insights gathered from real-time customer feedback. Cloud-based and configurable to your business needs, it delivers world-class Voice of Customer programs at scale with 6 core modules: listening, reporting, employee tools, customer engagement, admin tools and our proprietary CEM engine.
Listen everywhere. With the platform’s Express Module, capture the voice of your customer on any device, in any language, at every touchpoint. As experts at highly personalised transactional surveys, we give customers the power to express opinions in quick and efficient formats, resulting in survey response rates that can reach up to 48%. We also enable additional listening via text analytics, sentiment analysis and social media so you can build a complete view of the customer experience across the organisation.
The Explore Module lets you know where brand loyalty is gained or lost with powerful insight and reporting tools. Explore reports, dashboards and scorecards, and put customer feedback at the centre of your business. Access trends and macro reports at the line of business or division level, or drill right down to the customer or employee level to review individual feedback. No matter what you want to discover, you’ll have real-time knowledge at your fingertips.
The Exceed Module helps employees deliver exceptional customer experiences. It gives them tools to understand how their services impact the delivery of the brand promise, and manages follow-up actions to help them consistently exceed customer expectations. With direct access to feedback and insights from customers, the frontline becomes more engaged, and team leads gain immediate opportunities for training and coaching based on the Voice of the Customer.
Today’s customers need to be heard. With the Exchange Module, let them know their interactions, whether through surveys or social media, are a two-way exchange where you both listen to and acknowledge their feedback. By doing this you create deeper, more personalised experiences, while giving your employees the information and tools to close the loop directly with the customer.
Our Execute Module helps you keep up with the steady flow of change in your CEM program by giving you the tools to self-administer and execute some of the most common requirements for successful solutions. Monitor and control these day-to-day administrative functions with autonomy and ease.
Our proprietary CEM engine, the Excelerator, is the powerhouse that runs the Listening Platform. The secret to unlocking business value for our clients, it has over 16 years of CEM expertise embedded into its algorithms, business logic and industry best practices. Its design lets you transform big data into manageable insights that your company can easily act upon. Additionally, as a cloud-based CEM platform, it configures with your business needs seamlessly, with no hardware requirements. Feature upgrades are rolled out automatically every quarter too, so your teams can focus on what really matters — improving the customer experience.