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Alida CXM

CLOSE THE FEEDBACK LOOP WITH YOUR CUSTOMERS AND PUT TRUTH INTO ACTION

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Alida CXM (Customer Experience Management) was designed for brands that don’t just care about listening to the voice of their customer but want to action these insights across their business to close the feedback loop. With Alida CXM, brands can take in customer feedback, perform automatic actioning using a configurable rule engine, create and manage cases and have complete visibility into key customer experience metrics such as NPS®. Alida CXM empowers brands to action customer feedback to constantly foster and deepen brand loyalty and advocacy.

 

The Alida CXM Difference

Rely on one platform to automate and centralize essential CXM activities

Fully integrated with Alida Surveys, Alida Sparq, and Alida Analytics to enable a holistic customer experience program with customizable survey templates, configurable dashboards, and integrated case management to close the feedback loop.

Exceptional support and guidance

Maximize the value of your Customer Experience Management initiatives with our world-class Customer Success and Value Engineering teams that provide best practice guidance to help evolve your CXM program and meet business objectives.

Alida provides the expertise and capability to collect and action both broad feedback as well as deep insights. With the Alida CXM and insights platform, you can manage, monitor, and optimize millions of customer experiences and unlock meaningful insights from your deeply-profiled insight community members. Alida built the world’s first CXM and insights platform so that you can rely on the power of & to put your customers’ truths into action.

ALIDA CXM ENABLES BRANDS TO:

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Deepen Customer Loyalty and Advocacy

Close the loop to demonstrate your understanding and empathy around customer feedback.

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Reduce Churn

Reinforce a positive experience or rectify a negative one by actioning customer feedback.

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Understand the Health of CXM Initiatives

In addition to a global view of NPS, you can also identify areas and trends that are resulting in customer dissatisfaction and take proactive steps to improve customer experience.

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Reduce Cost

Leverage automation to significantly reduce the amount of resources required to close the feedback loop and enable more frequent feedback collection and use of larger sample sizes to meet business needs.

Download the Alida CXM Datasheet

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FEEDBACK COLLECTION

AUTOMATED FOLLOW-UP

BUILT-IN ANALYTICS

Collect broad feedback at scale with Alida Surveys

All the functionality you need to build a survey, distribute it, and analyze results, available in an intuitive interface. Learn More

Collect deep insights with Alida Sparq

Collect deep insights from a smaller community of highly engaged customers to inform strategy and improve customer experience. Learn More

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Create a custom closed-loop strategy with a configurable rule engine and case management  

  • Configure custom rules or conditions that trigger actions based on specific survey responses to ensure timely and effective actions are taken.
  • Send completely customizable emails to your customers based on their responses. Ensure that the customer success teams are in the loop by sending a copy to internal teams. 
  • Automatically create Salesforce cases to alert relevant CX representatives on further action required. 
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Gain end-to-end visibility into key performance metrics

  • Use real-time, dynamic, and configurable dashboards to visualize survey responses and composition of survey respondents to reveal critical customer insights and trends.
  • Obtain a snapshot view of currently configured rules, number and type of actions triggered by the rules, and status of each case created via a case management dashboard. 
  • Visualize NPS scores and trends over time using an exclusive NPS dashboard
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Transform your customer experience with deep Insight and broad feedback

Collect meaningful and actionable customer insights to help you deliver differentiated and innovative experiences.

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