Customer eXperience

How it works?

In 5 simple steps, our platform will allow you to know everything you need to know and improve the experience of your customers.

1: Choose how you will survey your customers.

Deliver surveys via email and/or survey visitors directly on your website. Don’t worry, we prevent over surveying.

Email survey

Web survey

2: Customize survey

Upload your logo and tailor key details within the email to perfectly fit your brand.
Optimized for desktop, tablet, and mobile. Survey editor to fit your Brand’s look&feel.
Customers respond directly in the email. No external links or complicated surveys.

3: Get feedback as it arrives in real time.

Customers answer a single question survey that measures their willingness to recommend the brand’s products or services to a friend or colleague.
They rate your product/service and provide feedback in their own words.
View your real time feedback in an actionable dashboard as soon as your results start coming in.

4: Measure and manage.

Track everything: Get not only the NPS scores and how they evolve over time, but also the reasons behind those rates.

Manage Feedback: Use our In-APP management tools to address your customer feedback. Customized or automated replies, forward replies to the right team to address them...

5: Close the loop.

Time to Win. Did someone just score you a 9 or a 10? Increase sales by asking your promoters to share their comments on social media, or to write an app store review. Or, invite them to join a referral program.

Referral Program: Encourage promoters to refer a friend and reward them when their friends become customers. Our referral program suite covers all aspects. It’s a great means to turn your best clients into your best sales reps.
- Reward adequately (discounts, rebates, gift cards, coupons, sweepstakes, etc)
  (tarjetas regalos, suscripciones, descuentos, cupones, etc).
- We enable multiple channels for customers to recommend effectively, including Email, Facebook, Linkedin, Google+, personal URLs.
- We will handle communications between promoters and their friends.
- Analyze campaign metrics in order to keep improving it.
Reduce churn and revenues at risk: Detractors and even passives are ready to jump ship. We help you identify those detractors, the reasons behind their feelings and provide you with tools to help you gain their trust back.

Email Experience

Easy delivery

Deliver surveys via email. Email addresses is all you need. Customers respond directly in the email.

Quality experience

Optimized for desktop, tablet, and mobile. Multiple languages. Survey editor to fit your Brand’s look&feel.

Delivery handling

Optimized for desktop, tablet, and mobile. Multiple languages. Survey editor to fit your Brand’s look&feel.

Survey scheduling

Specify survey schedule. Send in bulk or in scheduled batches.

eNPS

Run employee surveys with blind responses to grant anonymity and ensure high employee response rates.

Survey Throttle

Prevent customers from being sent multiple surveys in a fixed period of time.

Automated reminders

Automatically send a reminder survey when you decide to anyone who missed the opportunity to respond.

Feedback forwarding

Forward relevant messages to your team. Take on opportunities as soon as they come in. Alert the right team when something is not working properly.

Web survey

Automatically gather feedback directly on your website. Web surveys are great if you don’t have email addresses or want an additional and recurring way to reach your customers.

Multi-plataform

Use in combination with Email surveys. We’ll prevent over surveying across all methods.

Responsive

Optimized for desktop, tablet, and mobile. Survey editor to fit your Brand’s look&feel.

Sampling

Protect against survey fatigue. Use our platform across channels and devices without risk of duplicate sampling.

Any type of website

Gather feedback from visitors to your website, signed in users, or right after a purchase on your ecommerce website. You decide the right moment to survey.

Customization

Customize the survey to fit your website design. All from our platform, there is no need to code.

Hassle free

Install a simple javascript snippet in your HTML and you are ready to go.

Survey customization

We’ve designed a survey experience your customers will simply love.

Look and feel

Customize your survey to match your brand. Upload your logo and tweak and tweak inline message.

Intro message

Sometimes you may want to add a bit more of your brand voice to your survey. A short intro message can do the trick.

Thank you page

Not all customers should be treated equally. Armed with their feedback, they are presented a custom message based on their replies. Direct them to our referral program suite or offer additional help for upset customers.

Languages

We are as global as it gets. We support 26 languages. Thrill your customers by surveying them in their language.

Any type of website

Gather feedback from visitors to your website, signed in users, or after a purchase on the Thank You page of your ecommerce website. You are in complete control.

Analytics and optimization

Get all the relevant and actionable insights you need.

Track your NPS, CES, CSAT...

Get not only the scores and how they evolve over time, but also the reasons behind those rates.

Refer a friend performance

Get access to powerful analytics to boost monitoring and optimizing of the referral programs, not mere friends and likes. Advocates: top customer participants in the referral program, the products they share, revenue they bring, ROI...Sharing activity, sharing channels, reach, engagement …and much more.

Survey metrics

View a realtime dashboard of your survey metrics. You can view the number of surveys you’ve sent, your survey open rates, as well as your survey response rates.

Tags and trends

Identify feedback themes. Create unlimited custom tags. As responses come in, use tagging to surface issues, prioritize product improvements, or identify who should follow up.

Follow up

Without leaving the platform: follow up with each client: forward feedback to the responsible personnel, direct responses to the customer, write internal notes...

Feedback management

Manage your clients from our own application, based on their feedback. reply with automatic or personalized responses, and redirect issues to the right department.

Preset replies

Save/Insert commonly used replies to save time.

Add internal notes

Write internal notes based on each feedback.

Close the Loop

You have already identified your promoters, passives and detractors (NPS), or you know how easy or difficult your customer service seems to them (CES). In short, you already have their feedback. It is time to take action and close the loop, acting on the information collected and analyzed.

Time to Win

Increase sales by asking your promoters to share their comments on social media, or to write an app store review. Or, invite them to join a referral program!

Referral Program

Encourage promoters to refer a friend and reward them when their friends become customers. Our referral program suite covers all aspects. It’s a great means to turn your best clients into your best sales reps.

Promotion and SEO

Enable promoters to post reviews on your webiste, Facebook, Tripadvisor, Google Reviews…, It is just great for promotion and SEO purposes!

Reduce churn

Never forget to win back your disgruntled customers. Reduce Churn: detractors and even neutral customers are ready to jump ship. We help you identify those customers, the reasons behind their feelings and provide you with tools to help you gain their trust back.