Our proprietary CEM engine is the powerhouse that runs the Listening Platform. This technology is 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.

Built to Deliver CEM at Scale

Whether you are starting with a small scale implementation, or are rolling out an enterprise-wide initiative with millions of feedback sessions, our platform can absorb it, analyse it (in real time), and create insights and follow up actions that employees execute to improve the customer experience. With hundreds of CEM solutions already implemented, and over 500 million customers connected to leading brands, we have delivered VoC programs at scale and can confidently address the demands of your industry, company size and customer reach.

Flexible Architecture for Program Evolution

The only constant in Customer Experience Management is change. No two companies are the same. Each has its own distinct organisational structure, and each faces its own unique set of challenges. While our platform delivers omni-channel CEM for many enterprise clients, it also lets them scale and evolve their program over time to match the complexity and maturity of their VoC program. Most of our clients begin improving customer experience in one channel or line of business, and then build out a comprehensive enterprise program as they deliver financial results that justify growth.

Survey Optimisation Engine

Veteran experience and expertise as leaders in the CEM field have allowed us to develop proprietary algorithms that earn our clients industry-leading response rates for customer feedback. Our platform also has embedded best practices and sampling techniques that have been tried and tested for success across all verticals, maximising clients’ respondent engagement and data quality greatly.

Text Analytics

Every successful CEM program needs to encourage customers to provide unstructured (verbatim) feedback. However, to do this effectively, it must have tools that score and analyse the verbatim feedback the same way as structured feedback. With ResponseTek’s Text Analytics, you can discover the vital insights hidden in unstructured feedback, and identify positive or negative sentiment for every comment, web mention, or top positive/negative keywords and phrases. This empowers your customer experience, market research and operations teams to drill deeper and identify common themes and trends that impact business beyond statistical analysis.

Industrial Strength Reliability & Security

Built to exceed world-class security measures, there has never been a leak, incursion or security breach of client data from our hosting facilities. Your customer data is in safe hands, and with a historical 99.99% service uptime, you won’t have to worry about traffic surges or system outages. With world-wide availability, our multiple hosting facilities and global content delivery system distributes content quickly and reliably wherever in the world you may be. Hosting facilities are either SSAE-16 SOC I, II or ISO 27001 compliant, frequently both.  Through implemented and verified Standard Operating Procedures, ResponseTek ensures Personally Identifiable Information (PII) is treated with the highest level of care and attention.