SurveySensum

OCTOBER 20, 2023

The product feedback loop is a continuous process that begins by building a product on which you should take regular feedback to check if it meets customers’ expectations. This way, your product stays in tune with what customers want, making it more likely to succeed. Use Text Analytics software.

Close the Loop 52

Close the Loop Social Media Customer Retention Text Analytics 52

SurveySensum

JUNE 13, 2021

Customers want everything served to them instantly. Right from cabs for long-distance travel to ready-to-eat food, customers expect everything to be delivered in real-time. And customer support is no exception to this. . Tune into Social Listening. Social media is the new front page of the internet.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Lumoa is more specialized than Medallia and Qualtrics.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

SurveySensum

FEBRUARY 1, 2024

In-app feedback tool enables you to collect real-time user input, social media monitoring tracks customer sentiment and identifies emerging trends, and user testing evaluates usability. Creating a multi-channel feedback system promotes wider customer engagement and richer insights.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

SurveySensum

JUNE 15, 2023

It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. Capture customer sentiment consistently across different touchpoints. To give you a gist, a good CSAT score indicates a high level of customer satisfaction.

Text Analytics 52

Text Analytics Customer Satisfaction Close the Loop Net Promoter Score 52

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) Analytics can also help you to customize workflows.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

SurveySensum

SEPTEMBER 1, 2023

Thanks to email and social media and forums, your surveys can now reach hundreds in a matter of seconds. This task is made easier with an automated Text Analytics Platform that swiftly extracts trends and sentiments. How to Launch a Customer Survey and What to Do with the Data Gathered?

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

SurveySensum

OCTOBER 18, 2023

It helps you identify areas where your products or services can be enhanced, ensuring that they meet or exceed customer expectations. Continuous improvement not only satisfies existing customers but also attracts new ones seeking high-quality experiences. Create benchmarks based on industry standards or customer expectations.

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

Lumoa

FEBRUARY 16, 2023

Thanks to the Internet, customer feedback has never been so accessible. Learning what your customers think about your products or services isn’t difficult. Customer experience templates, customer survey templates, or customer satisfaction survey templates allow you to make informed decisions on improving the customer journey.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

SurveySensum

MARCH 3, 2022

By listening to the CUSTOMER. – With Voice of the Customer tools. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. And not just that, you can analyze the data and extract actionable insights to improve customer experience. . Listen to customer feedback.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. As more customers seek to engage businesses through other channels than voice (e.g., Social media. Speech/text analytics. Customers expect nothing less.

Contact Center 140

Contact Center VOC Social Media AI 140

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

MARCH 27, 2024

It encompasses a wide range of insights, including satisfaction levels, areas of improvement, preferences, and expectations. Customer feedback can be collected through surveys, reviews, social media interactions, direct conversations, and other channels.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Lumoa

JANUARY 31, 2023

First response rate The first response rate measures how fast a customer received a reply from your company since the first contact was made. Most customers expect you to answer within 24 hours, but the earlier, the better. Problem resolution time It’s the time it takes to resolve a customer problem.

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

SurveySensum

JULY 20, 2023

They were significantly losing out on the customers and they didn’t know what to do. Analyzing this feedback using powerful text analytics , they discovered important insights. Customers were switching to other fashion brands due to limited stock availability. So, what did they do? The observation?

Retail 52

Retail Customer Feedback CX Social Media 52

SurveySensum

DECEMBER 11, 2023

Finally, through a social media referral, she snagged the heels at a WHOPPING 25% DISCOUNT compared to the price listed on the brand’s website. This highlights a significant trend – customers aren’t sticking to a single device or channel to make a purchase. With omnichannel analytics. Amazing, right?

Omnichannel 52

Omnichannel Social Media Touchpoint Text Analytics 52

Lumoa

SEPTEMBER 10, 2018

In the era of internet and social media the expected response time has shrunk dramatically. Some experts say that you should be able to reply your customer within 5 minutes, others say within 24 hours. By addressing the feedback individually, if necessary, you respond to the customer directly helping to solve the issue.

Customer Feedback 72

Customer Feedback Text Analytics Close the Loop Hospitality 72

Lumoa

FEBRUARY 20, 2018

First response rate First response rate measures how fast a customer received a reply from your company since the first contact made. Most customers expect you to answer within 24 hours, but the earlier, the better. Problem resolution time It's the time it takes to resolve a customer problem. ” — Donald Porter.

Customer Experience 150

Customer Experience NPS Touchpoint Net Promoter Score 150