Listen to Understand. Prioritize and Act.
Bridge the gap and bring together every touch-point and feedback opportunity your customers interact with, across multiple channels and over time, to enable Customer Experience (CX) and Journey analytics.
Understanding your customer's point of view along their journey with you leads to insight discovery, driving business improvements that better their experiences, boost Customer Satisfaction (CSAT), and create loyalty to your business (increase in Net Promoter Score (NPS)). This understanding not only keeps your existing customers happy and engaged, but it will also bring more customers to you through word of mouth and net promoter effect.
We can help you integrate different data sources together to create an omni-channel view of your customers' journeys. We can facilitate a better understanding of your customers' needs by analyzing their text and unstructured feedback data through industry-leading Natural Language Processing technology along with powerful visualization and analytics. The end result is a tool that combines themes in feedback with your rich operational and customer experience management data to help you determine what is working well and what improvements are needed.
The COVID-19 pandemic is dramatically altering the way businesses function, driving changes in everything from federal guidelines to marketplace strategies. As the market and benefits shift, so do your customer’s expectations.
Though some changes are temporary, others will last beyond the pandemic. COVID-19, and its continuing fallout, necessitates an extensive, omni-source analytics solution to measure your customers' experience in their journey with you and to provide continuous recommendations on how to align to new customer expectations while calibrating your changing business strategies and processes.
Your customers are talking to you...
The feedback data you're already collecting can help your organization increase revenue, reduce churn, track initiatives and improve the customer experience.