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75% of consumers don’t think companies use all the feedback they give them, and 1 in 10 think it’s never used.1
The #1 reason customers switch brands is because they feel unappreciated.2
88% view a brand as higher quality if they feel like the brand is listening to their needs. 3
1. THE ALIDA 2021 GLOBAL TRENDS REPORT: CUSTOMER EXPERIENCE
2. The Global Customer Engagement Report 2020 | Vonage
3. 2021 Consumer Experience Sentiment Report
Event-driven surveys collect contextual feedback with triggers based on specific events
Campaign-based pulse surveys gather customer input on expectations and interactions with your brand and identify unmet opportunities
Digital Intercept surveys gather real-time feedback within any web platform or digital product
Video surveys capture audience voices and expressions. Analyze to determine sentiment and themes
Customer advisory boards facilitate timely and context-rich conversations with customers
NPS Surveys help you gauge the level of customer advocacy
Insight communities help you and your advertising partners understand customer preferences and motivations.
Sentiment analysis for voice and text help you understand intent and emotional moments that drive brand awareness and perception.
Centralized data lake combines customer demographic, operational, and behavioral data in a unified view so you can analyze feedback by segment.
Social Reviews monitor customer feedback from over 100 review sites
AI & advanced analytics categorize, interpret, and triage customer feedback to identify trends at scale, determine impact on brand reputation, and identify proactive responses.
Role-based dashboards empower your entire organization with direct access to data on mobile or desktop.
Customer Journey helps you visualize performance across and at critical points within the customer lifecycle
Case management addresses customer and employee concerns with automated responses
Automated actions trigger responses to reputation threats and negative sentiment to prevent escalation
Innovation communities help you develop brand messages, campaigns, and materials with your customers
Hubs inform community members and stakeholders about progress toward goals
Social media Integrations help you spot issues and take action directly in your workflow
Follow-up surveys measure effectiveness and impact of campaigns on brand, marketing, and sales goals.
