Listen to your customers by measuring satisfaction at the right moment in their journey and through the most suitable channel: email, SMS, phone, web, QC code… for real-time analysis of the results.
Create, distribute, and analyse with full autonomy.
Analyse verbatim responses in real time thanks to AI.
Solution deployed in over 40 countries.
Listen to your customers or employees.
Collect customer feedback at the right time — continuously or at key moments — to measure their satisfaction and connection to your brand, using the most appropriate channel at each stage of their journey. With the help of AI, interpret their emotions alongside the score they give. Identify sources of delight, best practices to standardise, and priority areas to address. Detect weak signals and spot customers who may be about to leave.
Manage the feedback loop: when dissatisfaction is detected, set up real-time alerts and address the issues. Share the Voice of the Customer with all teams and management to involve them, and embed a customer-centric culture through a continuous improvement approach. Make a concrete and immediate impact on customer experience and loyalty.
Are your action plans improving the customer experience? Monitor your daily indicators (CSAT, NPS, CES, etc.) in real time, and track how they evolve over time: whether rising or falling. This allows you to measure the impact of your decisions and the effectiveness of your improvement plan. Your indicators become valuable tools for decision-making.
Refine your customer knowledge by feeding your CRM with scores, comments, and any other collected information. Enable your advisors to personalise the customer relationship with a rich, up-to-date CRM, including the latest customer satisfaction indicators.
Customise the theme and the format of your questions.
Distribute on the date of your choice using your preferred channels.
Manage customer pressure: unsubscribes, SMS opt-outs…
Question/answers: radio buttons, tables, sliders with scales…
Target lists based on predefined criteria.
Personal data or other comments such as insults….
Specific Customer Relationship category, designed by our AI experts and linguists.
Descriptive, prescriptive, and emotional AI, supporting real-time analysis.
Control the number of triggers and the maximum number of sends.
A unified and centralised platform to manage, orchestrate, measure and analyse conversations with your customers. Listen to the voice of your customers and take real-time action on satisfaction or dissatisfaction levers to improve your customers’ experience.
Are you intrigued? Need to know more before taking the plunge?
The choice of satisfaction survey channels depends on several factors: whether the survey is internal (company) or external (customers), the target audience, your financial and technical resources, the context, and more. A single channel may be sufficient for your satisfaction survey(s), but combining multiple channels can be more effective.
“Customer verbatims” refer to comments, opinions, or feedback shared 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 media, online forums, or feedback platforms.
A company’s brand image is enhanced by customer satisfaction. It is, therefore, important to analyse customer feedback, and in particular, to focus on leveraging verbatim responses. Identifying and analysing verbatims is essential to better understand customer expectations, their level of satisfaction, and the causes of any dissatisfaction that need to be addressed. It also helps to identify potential issues, risks, as well as opportunities for improvement, and best practices to expand.
Artificial intelligence can process large volumes of text while providing in-depth analysis of each verbatim. Handling a high number of customer responses manually would be impossible. Faster and more efficient than a human, AI is an essential tool for improving customer satisfaction. It also suggests concrete actions to address the issues identified.
First, AI captures the tone, expressed emotions, and the topics mentioned. Then, it categorises them in real time, with the ability to adapt to different contexts. Negative customer feedback, where AI has detected dissatisfaction in verbatims, will be flagged as requiring more urgent attention.
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