Discover what really matters and drives your customers' loyalty
It’s not always the things customers mention most in their surveys that need your greatest attention. By digging deep into your feedback comments and, using text analytics, uncover what really drives your scores. You can focus your improvement efforts where it really matters, be it improving processes, products, services, staff training or communications.
Consolidate and make sense of all customer comments
Sifting through thousands of customer comments to understand the main issues can take significant time and resource. Consolidate all your feedback comments from any source, automatically. Using powerful text analytics, make sense of what they’re saying. No more manual reading or coding of comments – or worse yet, ignoring them!
Respond immediately to critical customer issues, before they escalate
Troubleshoot issues in real-time, before they escalate, using Hot Alerts. Get notified immediately when a customer gives very negative feedback or when there is a threat to your reputation (e.g. legal threats, theft, fraud, ombudsman, harassment, etc.) Take action immediately and show customers that you are listening, and that you do care!
Make giving feedback easy and compelling for customers
Use short, simple surveys that ask as few questions as possible without compromising your own KPI requirements. And tell your customers it will be a short survey – they are more likely to complete it. Focus on the customer comments where they can say exactly what they think, in their own words. Find out how one client saw response rates rise 20% after reducing the number of questions on their survey from 35 to 4.