Collect and manage feedback at every stage of the customer journey, whatever the channel, hot or cold, analyze via AI to determine best practices or irritants and improve your customers’ experience.
Harness the richness of your customers’ feedback with AI and detect areas for improvement.
Collect in real time and continuously, across all channels: email, SMS, web, telephone, QR Code, social networks…
Create your own customer or employee satisfaction questionnaires on a unified platform.
Make the most of the data collected: summary dashboards with quantitative and qualitative reports.
Easily create your customer or employee satisfaction questionnaire, distribute it and evaluate the results in real time.
Customize questionnaires, graphic styles, question types: single or multiple choice, numeric, text, date-time, drop-down list, graphical cursor…to obtain rich, easy-to-use answers.
Know more >Choose the channel best suited to your customer’s or employee’s journey, hot or cold: email, SMS, web, telephone, QR Code, social networks…and also according to your customers’ language.
Distribute your customer satisfaction questionnaires via the channel best suited to your target: by email, on a website, by SMS, on social networks, and avoid over-solicitation by optimizing your targeting.
Publish your collected customer reviews on platforms specialized in customer review referencing, such as Trustpilot or Google, and boost your e-reputation to optimize your conversion rate.
Know more >Analyze your results with dynamic dashboardsMonitor your campaigns with real-time statistics for each one, enabling you to control and act on your response rates.
Manage, orchestrate, measure and analyze your customer conversations with a unified contact center (CCaaS) and voice of the customer (VoC) solution.
Collect your customers’ opinions, satisfaction and brand loyalty at key moments in their journey, using the most appropriate channel: email, SMS, voice, web pop-in… at the right time, continuously or punctually.
Know more >Decipher the feelings correlated with the rating expressed, thanks to native semantic analysis in real time. Identify sources of delight and best practices to be standardized across your company. Detect priority areas to be addressed, weak signals and identify customers on the verge of leaving you.
Know more >Set up real-time alerts when dissatisfaction is detected, and recontact your customers. Share the Voice of the Customer with all employees and management to involve them, and apply a Customer Culture as part of a continuous improvement process…
Refine your customer knowledge by feeding your CRMs with notes, comments or any other information collected. Enable your advisors to personalize your relationship with a rich and complete CRM, including the latest customer satisfaction indices.
Know more >“La Solution Centre de Contact Eloquant nous a permis de progresser de façon significative dans nos taux de prise d’appels, et donc d’apporter un meilleur service à nos mutualistes. Nos adhérents ont été agréablement surpris dès les premiers jours de la mise en service.”
“Eloquant est un accompagnateur, il y a une vraie notion d’échanges. Quant à l’outil, il nous permet d’exploiter efficacement les verbatims récoltés, et nous a également motivé à opérer une transformation en interne. Nous avons remis en perspective nos propres process pour faire évoluer l’entreprise.”
When your customers interact with you, they’ll have an experience at every stage of their journey. The Eloquant contact center concentrates all the points of contact a customer/prospect has with your company. The contact center then collects all interactions from traditional call centers and digital channels such as social networks, chatbots, e-mails and FAQs, and concentrates them in a single tool so that an advisor can respond with a unified view. Nowadays, customers have several channels for communicating and receiving assistance from companies. It is essential that these channels are brought together in a single solution.
Eloquant’s contact center experience management and measurement enables companies to gain an overall view of the customer service experience at every interaction, whatever the channel. There are various ways of measuring customer experience: hot or cold satisfaction surveys, but also with the support of artificial intelligence, it is possible to listen to and predict customer satisfaction from an analysis of different conversations or verbatims.
Conversation analysis provides invaluable information for improving the customer experience, and subsequently optimizing internal processes or employee training. Thanks to this approach, companies can better understand and identify the sticking points or reasons for delight encountered during the customer journey. Knowing which channels were used, understanding what actions were taken at each stage and where experiences proved disappointing. In this way, using predictive AI, they will be able to quickly identify areas for improvement, and thus enhance the experience to improve customer loyalty.
To improve the customer experience in a call center, you first need to understand customers’ needs, then enable your agents to satisfy them with the right tools. These needs vary according to the nature of the complaint and the customer’s channel preferences. They also depend on the expected solutions and speed of resolution. Consequently, it’s essential to understand each customer and pass this knowledge on to agents via automated actions and recommendations: in this way, they can offer customers a more empathetic and personalized response.
Call center experience software is used to listen to their customers and identify areas where the customer experience can be improved. Many companies today are turning to a category of tools known as contact center experience software. They centralize all customer service communication channels, both traditional (phone calls, SMS) and digital (chatbots, FAQs and social networks). They enable companies to better understand what’s happening on the customer journey and respond to customers on a single platform, regardless of the channel used.
Are you intrigued? Need to know more before taking the plunge?
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