Listen to your customers by measuring customer satisfaction at the right moment in their journey, and via the right channel: email, SMS, telephone, Web, QR code… for real-time processing of results.
Create, distribute and analyze in total autonomy.
Analyze verbatims in real time using AI.
Solution deployed in over 40 countries.
Listen to your customers or employees.
Collect your customers’ opinions, satisfaction and attachment to your brand at key moments in their customer journey, via the most appropriate channel, at the right time, on an ongoing or ad hoc basis. Thanks to AI, decipher their feelings correlated to the rating expressed. Detect sources of delight, best practices to standardize, or priority areas to address, weak signals and identify customers on the verge of leaving you.
Manage the feedback loop: on receipt of a detected dissatisfaction, set up real-time alerts and deal with them. Share the Voice of the Customer with all employees and management teams to get them involved, and apply a Customer Culture as part of a continuous improvement process. Have a concrete and immediate impact on your customers’ experience and loyalty.
Are your action plans improving your customer experience? Track your daily indicators (CSAT, NPS, CES, etc.) in real time, and their evolution over time: decrease or increase. Monitor the impact of your decisions and the effectiveness of your improvement plan. Your indicators become decision-making aids.
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.
Customize the theme and format of your questions.
Broadcast on the date of your choice on your favorite channels.
Manage customer pressure: unsubscribes, STOP SMS…
Questions/answers: radio buttons, tables, cursors on scales…
Target lists according to predefined criteria.
Personal data or other comments such as insults….
Customer Relations category, designed by our AI and linguist experts.
Descriptive, prescriptive and emotional AI for real-time analysis.
Control the number of triggers, maximum number of dispatches.
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.
Are you intrigued? Need to know more before taking the plunge?
The choice of your satisfaction survey channels depends on a number of factors: internal (company) or external (customer) survey, the target audience, your financial and material resources, the context… One channel may be sufficient for your satisfaction survey(s), but a combination of different channels remains interesting.
Customer verbatims” are comments, opinions or feedback expressed directly by customers after an interaction with a company. They are often collected through various communication channels, such as open-ended questions in satisfaction surveys, social networks, online forums or feedback platforms.
A company’s brand image is enhanced by customer satisfaction. It is therefore important to analyze customer feedback, and in particular to make the most of the verbatims derived from their feedback. Identifying and exploiting verbatims is crucial to gaining a better understanding of customer expectations, their level of satisfaction and the reasons for dissatisfaction that need to be resolved. It also enables us to identify potential problems and risks, as well as opportunities for improvement and best practices to be generalized.
Artificial intelligence is capable of processing large volumes of text, while providing in-depth analysis of each verbatim. Managing a large number of customer returns would be impossible manually. Faster and more efficient than a human, AI is a necessary tool for improving customer satisfaction. What’s more, it suggests concrete measures for dealing with identified problems.
First, the AI captures the tone, the feelings expressed and the themes addressed. Then, it categorizes them in real time, with possible adaptation to context. Negative customer feedback, where the AI has detected verbatims of dissatisfaction, will be categorized as requiring more urgent treatment.
The choice of your satisfaction survey channels depends on a number of factors: internal (company) or external (customer) survey, the target audience, your financial and material resources, the context… One channel may be sufficient for your satisfaction survey(s), but a combination of different channels remains interesting.
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