Design and implement customer surveys to collect feedback at various touchpoints of their journey such as post-purchase emails or website pop-ups. Identify satisfaction levels and areas for improvement.
Implement a Closed-Loop ticketing feedback system to identify and address customer concerns promptly. Use the feedback to streamline support processes and close the loop by taking action.
Visualize and understand every step of the customer's interaction with the business. Identify pain points, moments of growth, and implement changes to create a seamless journey.
Enhance customer experience research through various features and capabilities such as deploying targeted surveys, consolidating data from various touchpoints, and leveraging advanced CX analytics to extract actionable insights.
Personalize dashboards to track key performance indicators in real-time, providing a centralized view of customer satisfaction metrics with widgets and allowing quick responses to emerging trends.
Leverage sentiment analysis tools to understand customer sentiment in real-time. Gauge overall satisfaction by identifying positive experiences to reinforce and negative ones to address promptly.
Develop outer loop initiatives that include solutions to repetitive problems and provide a systemic sense of what is happening with your customers at a higher identification level.
Track and analyze key performance indicators such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and customer effort score. Use these metrics to assess the impact of changes and improvements over time.
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