Analyze & manage the customer experience

To deliver an optimal customer experience, analyze the customer experience and optimize the contact points along the pathway is a prerequisite. Every pain point must be addressed, every opportunity for improvement addressed, every best practice systematized.
Using dashboards, KPIs and the voice of the customer, technological tools make it possible to manage the customer experiencemake the right strategic decisions and track its evolution. Via the Eloquant Customer Experience Cloud platform, a veritable customer experience management toolWith the Eloquant Customer Experience Cloud Platform, you can manage your contact center’s activity and improve your quality of service, exploit customer feedback to optimize their experience by identifying weak signals, and produce and track dashboards and KPIs to inform your strategic decisions.

Issues

Optimizing customer paths

Customer experience analysis at each touchpoint helps identify friction points in the customer journey, facilitating the implementation of solutions for a smoother experience and predictive analysis of the customer experience.

Performance measurement and monitoring

Metrics are essential, both at call center level (QoS, DMT, FCR, CES) and in terms of customer satisfaction (NPS, CSAT, etc.), to identify areas for improvement, continuously measure the effectiveness of deployed strategies, and assess their impact in real time.

Improving customer satisfaction

Managing the customer experience enables friction points in the customer journey to be continuously identified and corrected. A smoother, more seamless experience reduces the risk of customer frustration and increases their level of satisfaction.

Competitive advantage

An optimal customer experience, a stable, controlled quality of service, and immediate responsiveness to the slightest hitch are strategic assets for standing out from the competition and creating a bond of trust with customers.

Continuous innovation

Predictive customer experience analysis provides a better understanding of customer expectations, preferences and behaviors. The aim is to deliver a more personalized and tailored experience, while fostering proactivity and innovation thanks to the information analyzed.

Solutions

Omnichannel contact center

Supervision and Reporting

Quality Monitoring

Satisfaction survey

Semantic AI

They use Eloquant

We support 320 customers and our solutions are deployed in 123 countries. Discover some of our achievements…

Insurance and mutuals

Mutuelle Nationale Territoriale (Groupe VyV)

Telecommunications

Bouygues Telecom Entreprises

ARaymond

When a global industrial company measures... customer AND employee satisfaction

Industry, Construction and Public Works

BDR Thermea

How BDR Thermea optimizes call management for optimum service quality!

Business Services, IT, Software publishing

Ivalua

When a Franco-American unicorn, a leading international Purchasing software publisher... optimizes its technical support management

Energy, Water, Environment, Industry, Construction and Public Works

Primagaz

How Primagaz optimizes call handling and customer service quality

Eloquant, your Customer Experience cloud platform

A unified, centralized platform to manage, orchestrate, measure and analyze conversations with your customers. Listen to the voice of your customers and act in real time on the drivers of satisfaction or dissatisfaction to improve the Customer Experience.

Omnichannel Contact Center

Voice of the Customer / Satisfaction surveys

Case studies

Here are a few case studies!

Blog

Check out the latest Customer Relations news!

White papers

Download studies and analyses of the market and our solutions!

Are you intrigued? Need to know more before taking the plunge?