Collect and manage feedback at every stage of the customer journey, regardless of the channel, whether in the moment (hot) or after (cold), analyse with AI to identify best practices or pain points, and improve your customers’ experience.
Leverage the wealth of your customers’ comments with AI and identify areas for improvement.
Collect in real time and continuously across all channels: email, SMS, web, phone, QR Code, social media…
Create your own customer or employee satisfaction surveys in full autonomy on a unified platform.
Leverage the collected data: concise dashboards with quantitative and qualitative reporting.
Easily create your customer or employee satisfaction survey, distribute it, and leverage the results in real time.
Personalise the surveys, graphic styles, and question types: single or multiple choice, numerical, text, date-time, dropdown list, graphic slider…to obtain rich and easily actionable responses.
Know more >Choose the most suitable channel for your customer’s or employee’s journey, either in the moment (hot) or after (cold), such as email, SMS, web, phone, QR Code, social media… and also based on your customers’ language.
Distribute your customer satisfaction surveys via the most suitable channel for your target: by email, on a website, via SMS, on social media, and avoid over-solicitation by optimising your targeting.
Publish your collected customer reviews on platforms specialising in customer review listing, such as Trustpilot or Google, and boost your online reputation to optimise your conversion rate.
Know more >Analyse your results with dynamic dashboards. Monitor your campaigns with real-time statistics for each one, allowing you to control and act on your response rates.
Manage, orchestrate, measure, and analyse your customer conversations with a unified contact centre (CCaaS) and Voice of the Customer (VoC) solution.
Collect your customers’ feedback, satisfaction, and brand loyalty at key moments in their journey, using the most suitable channel: email, SMS, voice, web pop-in… at the right time, continuously or occasionally.
Know more >Decode the feelings correlated with the rating expressed through native, real-time semantic analysis. Identify sources of delight and best practices to standardise across your company. Detect priority areas to address, weak signals, and identify customers who are about to leave you.
Know more >Set up real-time alerts upon detecting dissatisfaction and follow up with your customers. Share the Voice of the Customer with all employees and management to involve them, and apply a continuous improvement approach to foster a Customer Culture.
Refine your customer knowledge by feeding your CRMs with ratings, comments, or any other collected information. Enable your advisors to personalise your relationship with a rich and complete CRM, including the latest customer satisfaction insights.
Know more >When your customers interact with you, they will experience each stage of their journey. The Eloquant contact centre consolidates all points of contact between a customer/prospect and your business. The contact centre collects all interactions from traditional call centres and digital channels such as social media, chatbots, emails, and FAQs, and concentrates them into a single tool so that an advisor can respond with a unified view. Nowadays, customers have multiple channels to communicate and receive support from businesses. It is essential that these channels are unified within the same solution.
The management and measurement of the Eloquant contact centre experience allow businesses to have an overview of the experience felt with customer service at every interaction, regardless of the channel. There are various ways to measure the customer experience: satisfaction surveys in the moment (hot) or after (cold), but also, with the support of artificial intelligence, it is possible to listen to and predict customer satisfaction based on an analysis of different conversations or verbatims.
Conversation analysis provides valuable insights to improve the customer experience and subsequently optimise internal processes or employee training. With this approach, companies can understand better and identify pain points or moments of delight encountered during the customer journey. By knowing which channels were used, understanding the actions taken at each stage, and pinpointing where the experiences were disappointing, they can quickly detect, using predictive AI, the areas that need improvement and thus enhance the experience to improve customer loyalty.
To improve the customer experience within a call centre, you must first understand the needs of the customers and then enable your agents to satisfy them with the right tools. These needs vary depending on the nature of the complaints and the customers’ preferences for communication channels. They also depend on the expected solutions and the speed of resolution hoped for. Therefore, it is essential to understand each customer and pass this knowledge to agents through automated actions and recommendations: in this way, they are able to offer a response that is both empathetic and personalised to the customer.
Contact centre experience software is used to listen to customers and identify areas where the customer experience can be improved. Many companies today are turning to a category of tools known as contact centre experience software. These tools centralise all customer service communication channels, both traditional (phone calls, SMS) and digital (chatbots, FAQs, and social media). They enable companies to better understand what is happening throughout 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?
