Survey at contact point
Present your customer feedback survey wherever and whenever you want – in a way that your customer wants.
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.
Data analytic automation
Add powerful metadata using our survey DataFuse – this combines all available data on your customer to allow you to go ‘beyond the survey’.
Data driven CX consultancy
For data driven, in-depth CX analysis, guidance and strategy advice, our Insight Team deliver unparalleled feedback intelligence.
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. With over 10 years experience, our solutions are designed to affect the customer’s journey from the minute they leave their feedback.
Why is our method superior?
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. Therefore we survey at any point during your customer journey or staff lifecycle. That’s whether it’s 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 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. Our DataFuse API adds intelligence from your CRM, Data Warehouse and other data sources to our survey results, 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 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.