Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image. But listening isn’t always that easy. How do you collect VoC data?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Intercom, Inc.

JUNE 14, 2022

Customer cohort analysis is the act of segmenting customers into groups based on their shared characteristics, and then analyzing those groups to gather targeted insights on their behaviors and actions. Analyzing trends in cohort behavior is a useful way to improve retention and continue providing value to different groups of users.

Customer Loyalty 118

Customer Loyalty Sales 118

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. It offers powerful real-time charts and visualizations of how users interact with digital products. What is Pendo?

Finance 91

Finance Customer Retention Sales Technology 91

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Whether it be through surveys, focus groups, or even social media, businesses have access to valuable feedback on their products and services.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Uniphore

NOVEMBER 18, 2021

27 basic emotion types —which is why it’s no surprise that a person’s feelings can be difficult for the next person to comprehend, let alone for a computer to analyze and capture. How CX Leaders and Their Teams Can Benefit From Emotion AI Emotion AI enables brands to recognize how people feel about their products and services.

CX 162

CX Artificial Intelligence AI Business Growth 162

Fonolo

MAY 16, 2023

They measure things like call volume, call duration, first call resolution, agent productivity, customer satisfaction, and more. Call center analytics software helps with this process and is typically bundled with modern call center software as a service products. Analytics are also called key performance indicators or KPIs.

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

ECXO

MARCH 24, 2024

Several companies are now analyzing whether to go full power on AI, and others believe it’s still not the moment as it’s clear that there is much more to come. Hyper-personalization involves leveraging data analysis and digital technology to provide individualized content, products, and services to customers.

AI 52

AI Customer Experience Social Media Machine Learning 52

Inside Customer Service

JUNE 2, 2022

Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey. Some surveys try to isolate customer service issues from other problems, such as defective products, late shipments, or service failures. What type of survey is best?

Customer Service 147

Customer Service Customer Satisfaction Customer Survey Customer Experience 147

Lumoa

APRIL 8, 2024

content Lumoa Product News for March 2024 Hey everyone! In the future, we plan on offering you more ways to collect and analyze the voice of your customers, as Lumoa and Netigate refine their partnership and offerings. The post Product News – March 2024 appeared first on Lumoa. Let’s get started! to learn more!

Start-ups 83

Start-ups AI Voice of the Customer 83

SurveySensum

APRIL 9, 2024

What is the Importance of Analyzing an Employee Journey Engaged Employees Improved Employee Satisfaction Improving Retention Increasing Productivity and Performance 1. Increasing Productivity and Performance According to a study by the University of Warwick, happy employees are 12% more productive.

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. It’s full of insights, but only if we can effectively gather, structure, and analyze it. This feature automatically detects and analyzes these languages, making global customer support and feedback analysis a breeze. We know Apple’s global. Their customers?

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Lumoa

FEBRUARY 16, 2023

You need to know how they use your products or services and what they expect from you. It could cover products, services, prices, and brand perception. Learning what your customers think about your products or services isn’t difficult. Insights from data analytics can help create new product designs or services.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Totango

FEBRUARY 9, 2024

Measuring and analyzing how your company manages these two factors is critical to growth. In mathematical terms, GRR measures how much monthly recurring revenue (MRR) you retain each month after subtracting the effects of churn or downgrades to lower-priced products, but not the effects of upgrades. Calculate it! Calculate it!

Outlook 108

Outlook Customer Acquisition Start-ups Customer Retention 108

Customer Think

FEBRUARY 26, 2024

Personalization involves tailoring experiences, services, or products to meet individual guests’ specific needs, preferences, and characteristics. It relies on data-driven insights with AI and algorithms to analyze guest behavior, past interactions, […] Let’s first define both: 1.

AI 59

AI Customer Experience 59

Intercom, Inc.

MARCH 3, 2021

There are many ingredients involved in successfully building a great product, but fundamentally it all boils down to a series of decisions. We’ve recently unveiled a new “product decision framework” at Intercom, which will help us continue to scale along with our ambitions. Product decision-making framework from Intercom.

Engineering 260

Engineering 260

TeamSupport

JULY 31, 2023

The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more. Where do they offer ongoing feedback, report issues regarding product use, ask general questions, or simply get help at the moment needed? Come See for Yourself!

Social Media 97

Social Media Customer Satisfaction Innovation Customer Service 97

Customer Think

DECEMBER 22, 2021

Acquiring new users is great, but how do you keep those users so satisfied that they return to your product again and again? That’s where product analytics comes in. By collecting and analyzing data on how users interact with your product, you can develop a clear picture of who your users are and how you […].

Customer Experience 130

Customer Experience 130

Execs In The Know

MARCH 7, 2024

Demystifying the interplay between generative AI and big data The marriage of generative AI and big data represents a seismic shift in the way data is processed, analyzed, and utilized within the financial services ecosystem.

AI 111

AI Actionable Insights Innovation Compliance 111

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

Fonolo

MAY 23, 2023

For instance, a telecom company can spot potential service disruptions by analyzing network data. Tailored Product Recommendations: Hyper-personalization extends beyond basic product suggestions based on past purchases. Once again, analyzing purchase history, browsing patterns, and demographic information is the ticket.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

SurveySensum

OCTOBER 20, 2023

Have you ever wondered how the most successful SaaS products continue to thrive and meet the ever-evolving customer needs? To answer this, we explore three key questions that product developers commonly face: How do they know what users really want? These questions hold the key to elevating your product’s success.

Close the Loop 52

Close the Loop Social Media Customer Retention Text Analytics 52

Win the Customer

DECEMBER 13, 2023

By analyzing vast datasets, AI enables companies to understand consumer behavior, preferences, and patterns, facilitating targeted marketing strategies and product customization. Innovation and Product Development AI facilitates innovation by analyzing market trends, gathering consumer feedback, and predicting future demands.

AI 69

AI Artificial Intelligence Customer Experience Predictive Analytics 69

Zonka Feedback

JANUARY 4, 2024

Capturing and understanding customer feedback is important for any business striving to enhance its products or services. From intuitive interfaces to diverse functionalities, these tools empower businesses to gather, analyze, and act upon customer insights.

Customer Feedback 59

Customer Feedback 59

Zendesk

FEBRUARY 12, 2024

” With digital agents resolving more service inquiries without human interaction, having a QA solution that analyzes both human and digital agent performance is crucial to maintaining quality control and providing best-in-class customer service.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Customer Think

AUGUST 13, 2021

AI is becoming common in many services and products. A large amount of data is trained and analyzed for the machine to understand. The machine identifies patterns and co-relations to make predictions about upcoming situations.

Artificial Intelligence 145

Artificial Intelligence Machine Learning AI Technology 145

SurveySensum

JANUARY 5, 2024

A fitness app team was analyzing its user interactions. These VoC insights are a powerful tool that unlocks what they love, want, and truly feel about products or services. It involves analyzing the language customers use to ensure that the content in the knowledge base resonates with them.

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

Intercom, Inc.

MAY 13, 2022

From there they might visit your website where they can explore your products and/or services, read client reviews and testimonials, and form initial opinions about your brand. . Say, for example, a hypothetical customer’s end goal is to research a product or service on your website. What are customer journey analytics?

Customer Journey Map 223

Customer Journey Map Touchpoint Social Media Sales 223

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback. What would you say?

Customer Feedback 52

Customer Feedback Construction Start-ups CX 52

Zendesk

FEBRUARY 7, 2022

Data analysis helps you discover how consumers use your product or service to solve problems; it also reveals the roadblocks they face on the customer journey. Customer analytics is the process of gathering and analyzing consumer data to gain meaningful, relevant insights into buying behaviors and preferences. Prescriptive analytics.

Predictive Analytics 98

Predictive Analytics Social Media Net Promoter Score NPS 98

Win the Customer

AUGUST 8, 2023

Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. Customer feedback is a goldmine of insights that can drive improvements in products, services, and overall experience.

Customer Feedback 52

Customer Feedback Sentiment Analysis AI Predictive Analytics 52

Customer Think

OCTOBER 18, 2021

Sentiment analysis can be defined as analyzing the positive or negative sentiment of the customer in text. Brand Monitoring A brand is not defined by the product it manufactures. […]. Application of Sentiment Analysis 1.

Sentiment Analysis 132

Sentiment Analysis Manufacturing 132

Zonka Feedback

OCTOBER 18, 2023

Canny stands out as a widely embraced application for managing product roadmaps and handling customer feedback. The platform is great for collecting customer feedback, analyzing it, prioritizing new features, and then publishing them into a roadmap.

Customer Feedback 59

Customer Feedback 59

SurveySensum

NOVEMBER 2, 2023

To stay ahead, use a robust customer feedback platform to gather insights from various interactions, such as delivery experience, product usage, support queries, and website visits. Customer feedback is the valuable insights you receive from your customers about their experiences with your business’s products and services.

Customer Feedback 52

Customer Feedback Social Media Net Promoter Score Customer Survey 52

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Encouraging more significant product usage. Tracking and improving customer satisfaction before subscription renewal deadlines.

Customer Retention 98

Customer Retention CRM Customer Relationship Management Customer Loyalty 98

SurveySensum

MARCH 15, 2024

Picture this : Company A and Company B both launched a similar type of product which makes them competitors. They both launched their products around the same time but only Company B received more downloads and positive feedback. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Win the Customer

DECEMBER 12, 2023

By leveraging machine learning and natural language processing, generative AI systems can analyze vast amounts of data, predict customer behavior, and generate content tailored to individual preferences across multiple channels. Unified Customer View Generative AI integrates disparate data sources to create a unified customer profile.

Omnichannel 69

Omnichannel AI Social Media Machine Learning 69

Zendesk

JANUARY 10, 2024

Workforce management metrics are statistics businesses can use to measure, analyze, and optimize their operations. These figures provide information on team performance, employee engagement, and the organization’s overall productivity. That said, a WFM strategy will fall flat without properly analyzing and utilizing data.

Net Promoter Score 52

Net Promoter Score Non-Profits Start-ups Customer Satisfaction 52