Customer Experience Management & CX Software
Customer research combined with real action requires vision. Vision is your ability to combine your knowledge of your business with that of your customers to drive positive change for them and your business. Trust us to provide the research and insight. You provide the vision. We’ve got the right people, customer feedback techniques, technology and attitude you need to keep improving.
How do you personalise your communications with your customers? Our researchers and customer experience (CX) professionals help you link more meaningful data to your existing customer database. We work with you to refine your customer segmentation to a point where you’re able to start truly engaging with them. By providing information and stimulating conversations about topics that are personal to your customers, you build trust. Customer segmentation is a great step towards more personalised communications with your customers. Talk to us about how you’re doing customer segmentation.
Customer Journey Maps
Not all customer interactions are created equal. How do you know where to focus your efforts? Customer Journey Mapping looks at the big picture first. We evaluate where customers and potential customers first come into contact with your business and map out the entire journey from there. We look at how, where and when you acquire customers, how you service and retain them, and why they leave you. Most importantly we want to discover “Moment’s of Truth”, the precious moments when you have an opportunity to directly influence a customer’s decision. It’s these moments that we look for, it’s where we want to drive the most significant change for your customers and your business.
Case and Escalation Management
Be prepared to respond. Our platform includes advanced case management functionality. It routes cases to the appropriate members of your team and escalates matters to ensure consistent, timely responses to customer queries and complaints. Even more importantly, detailed case information is linked directly to the analytics service. We’re able to use this information to identify and eliminate pain points in the overall customer experience (CX). We’d love the opportunity to take you through a brief demo of our escalations tool.
We’d love to help you develop better services and products.
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Predictive Customer Analytics
The more data you’re able to collect through a customer’s lifetime, the more you’ll notice patterns forming in the data. We’ve successfully designed and tested numerous data models. Using this wealth of historic data, we’ve been able to build models with up to 85% confidence (that’s pretty high) allowing us to predict business outcomes based on historic customer data. It’s really powerful stuff when done correctly. It relies heavily on accurate, clean data. Luckily we’ve got the skills and technology to provide just that. We’re not “fortune tellers”, but we’ve got some super clever people on our team that love nothing more than crunching this data for you.
Do you want to offer your customers a loyalty program? Can you afford to? Can you afford not to? The value of loyalty programs has definitely been proven. But one size doesn’t fit all. In our opinion, loyalty programs are a form of value exchange. As a business, you want to incentivise customers to share their personal information with you. Our loyalty modelling service helps you answer some of the key questions when evaluating or refining a loyalty program for your business.
Customer Satisfaction (CSAT)
Many companies still run ad-hoc customer satisfaction surveys to measure customer feedback, these are typically run quarterly or annually and serve as a “dipstick” type measure of overall customer satisfaction. CSAT surveys are a great way to poll your customers and gain insight into areas of your business that may not form part of the traditional customer journey such as the case in broader customer experience management programs. It’s an extremely useful measure to gauge overall satisfaction with your businesses products or services. In our opinion, this measure should form part of a broader set of customer feedback measures designed to develop a deep understanding of your customers.
Customer Experience Management (CX)
It’s about linking what we know about your customers and our understanding of where they are interacting with your company, with real time feedback collected throughout their customer lifetime with your business. Using this insight to drive ongoing improvements for customers – and obviously stimulating growth for your business – is what we believe Customer Experience Management is all about. We combine our research and analysis skills with our bespoke customer insights technology to support you every step on your journey to making customers the centre of what you do.
Our Voice of the Customer Platform
Allows you to listen to your customers’ voices across a number of digital channels which are most convenient for them. Our technology is Omni-Channel, class leading and large-enterprise-ready. It allows you to collect survey replies across a number of different methods including:
- Interactive two-way SMS surveys (Which we pioneered)
- All modes of web surveys
- USSD surveys when required
- IVR surveys (with selected partners)
- CATI surveys ( telephonic )
- Coupon surveys – ideal for smaller businesses without advanced CRM systems
- Kiosks surveys
Our predictive analytics uses proprietary goal setting technology which enables you to build ground-up actions in your business, which drive meaningful change.
We want to maximise the effectiveness of your survey programme and will help you to implement your Customer Experience Management project in a way which will best deliver the results you need.