ACTIONABLE FEEDBACKCombine feedback collected, with all the available data you have about each customer and the result is complete insight about every customer, every time they contact you.
Survey at contact point
Using CXBot™ you can present your customer experience feedback survey wherever and whenever you want – in a way that is totally acceptable to the customer.
Wide deployment options
Cloud/SaaS, On-premise or a hybrid of both, we take our clients from a simple pilot to over 3 million surveys a week, using the same omnichannel solution.
Data analytic automation
Add powerful metadata using our survey DataFuse™ – this combines all available data you have about your customer, with their feedback results, to allow you to go ‘beyond the survey’.
Data driven CX consultancy
For data driven, in-depth CX (Customer Experience) analysis, guidance and strategy advice, our Insight Team deliver unparalleled feedback intelligence every month.
A customer feedback survey is now a common undertaking in almost every business, but most miss their targets and don’t result in any meaningful change. In addition, opt-in rates are plummeting and over-surveying is reducing the depth of feedback data and resulting customer insight.
With over 10 years experience, our solutions are designed to positively impact the customer’s journey from the minute they leave their feedback.
Why is our method superior?
We ask ONLY the right questions
Our CXbot™ controls both the CX feedback channel and the questions used for feedback and uses the knowledge you have about the customer and their recent event, to ask ONLY the most relevant and focused questions. This, combined with our KISKIS (Keept It Simple, Keep It Short) approach, will significantly increase your opt-in rates.
We go to where your customers are
Our omnichannel surveys can ask for feedback on any contact channel, in the most convenient way for your customer, be it a millennial on Twitter or a customer of 30 years on a cell phone. Our unique feedback solution ensures questions are relevant, fast to answer and asked at any point during your customer journey or staff lifecycle whether in the contact center, on social media, the web or following an email – even after a home or field-based experience.
We understand the importance of data
Just collecting surveys is completing less than half the job. We know that if you fuse all the additional data you have about customers, staff or prospects, survey results turn into the kind of information that can change the course of a company forever. The DataFuse™ API adds intelligence from your CRM, Data Warehouse and other big data sources to our feedback results, ensuring you collect relevant, meaningful and truthful CX insight, giving a true 360 degree view of your company performance at every touchpoint.
We make feedback actionable
Unless you act on your customers’ feedback – and tell them – they won’t respond the next time, and their insight is lost. As we focus on real-time feedback, we use real-time alerts, response triggers and data feeds into your other systems, to show you are responsive. We can even give THEM feedback on what you did for them, even if that is a later event.
We work in tandem with our CX experts
Our Insight Team of CX experts will bring together our survey data, your disparate CX survey data silos, as well as customer data held in external systems, to get a single view of the complete journey taken by your customers. The in-depth reports show you what is driving your customer satisfaction, retention, brands, NPS scores and shows you your weak and strong customer journey points.