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Voice of the Customer

Learn from your customers

Continuously collect targeted customer opinions, their level of satisfaction and attachment to your brand at key points of the customer pathway, via the appropriate channel: e-mail, SMS, voice, web pop-in, or social networks.

Understand your customers

Analyse customer sentiment based on the score awarded. Identify sources of satisfaction, best practices to standardise company-wide.
Detect priority projects to be addressed, weak signals and identify customers about to leave you.

Work for your customers

Manage the feedback close the loop system: as soon as a detected dissatisfaction is received, set up and handle real-time alerts.

Act getting back in touch with dissatisfied, detractors and high-risks customers.

Share the Voice of the Customer with all staff and departments to involve them and create a Customer Culture as part of a continuous improvement process.

Monitor your indicators

Do your action plans improve your customer experience? Monitor your daily indicators (CSAT, NPS®, CES, etc.) in real time, and their development over time: decrease or increase.

This allows you to monitor the impacts of your decision-making and the effectiveness of your improvement plan. Turn your indicators into decision-making tools.

Improve your customer knowledge

Increase your customer knowledge by inputting your scores, comments or any other information collected into your CRM. Allow your advisers to personalise your relationship with an extensive and comprehensive CRM, particularly the latest customer satisfaction scores.


Benefit from Eloquant’s expertise for your surveys

Do you need to get Feedback from your Customers more easily, using all CR channels? Enjoy our teams skills and experience through a dedicated and personnalized support.

Check Feedback support


Use cases

Contact centre

Target resolution at the first contact and improvement of your customer department

Physical points of sale

Improve and promote satisfaction

Digital

Improve the Web pathway to transform your leads into customers

Main features

QUESTIONNAIRES CREATION
  • Questionnaires editor: build smart multilingual questionnaires and newsletters
  • Graphic styles ready-to-use: customize surveys and make them look great and professional
  • Advanced personalization: boost answer rates by adding sounds, pictures, videos and flash animation
  • All type of questions and display: choose from a variety of questions like closed single/multiple choices, ordinated, scale, numerical, text, date-hour, scrolling list, graphic cursor, table of questions, group of question…
CROSS-MEDIA DISTRIBUTION
  • Distribution wizard, step-by-step: deploy your surveys on every channel including email, web, SMS, social networks, QR codes…
  • Live recipients and answers follow-up: track your response rate and evaluate the performance of each campaign
  • Alert notifications: take immediate action on survey results by notifying designated individuals
ANALYSIS AND RESTITUTIONS FOR ACTION
  • Live results and online statistics: extract valuable and actionable insights from your collected feedback
  • Verbatim automated analysis: make the most of text data to deeply understand the voice of your customers
  • Personalized requests, results filtering: view subsets of your data with powerful advanced filters
  • Dynamic dashboards: generate customized dashboards and reports, and build chart and graphs that look clean and professional
  • User rights management: share the right data with the right person, set access to results according user profile
TOOLS AND USERS MANAGEMENT
  • Contacts centralization: manage your surveys, and optimize your distribution frequency to avoid harassing customers
  • Subscription / unsubscription / reregistration: administrate your recipients and be in conformity with French law about users’ personal data protection

They trust us

+ Our customers

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