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.
Understand customer needs at each touch-point and through different channels to allow for increased revenue per customer.
Differentiate customer journeys by segments and locations to reveal greatest opportunities to increase revenue.
Identify cross-sell and up-sell opportunities to create more revenue opportunities.
Understand the steps customers make from pre-purchase to ownership and beyond to make business decisions that maintain and increase loyalty.
Predict customer behavior based on historical trends to identify customers in danger of leaving and engage them before they churn.
Reduce the causes of friction points at each touch-point in the journey to improve customer retention.
Track and measure the impacts of existing initiatives, brand launches, and process changes on customer perceptions of your organization.
Tie feedback to customer experience and market research metrics like Net Promoter Score (NPS) & Customer Satisfaction (CSAT) to reduce friction and detraction across customer touch-points.
Incorporate customer feedback to prioritize new programs and brand launches that best cater to their needs.
Improve Customer Experience
Create an effortless journey by understanding customer sentiment and customer effort to pinpoint confusing & frustrating experiences.
Understand barriers to self service to increase digital adoption and facilitate a better digital experience.
Increase First Contact Resolution by knowing what paths lead to customers having to reach out multiple times to solve their problems and challenges.
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.