Sprinklr

JULY 22, 2021

From marketing to product development, customer feedback about your products is the lifeblood of your brand. But, the way customers give that feedback has shifted dramatically to digital channels like review sites, social media, and chat apps. Step 2: Understand intent to create quick and actionable insights.

Unstructured Data 98

Unstructured Data Social Media Artificial Intelligence Actionable Insights 98

Zendesk

MARCH 31, 2021

Types of customer feedback. Customer service feedback. Sales or customer success feedback. Social media posts. Customer feedback can be qualitative , such as a written online review or information a customer shares with an agent or a sales representative about their experience. Send customer surveys.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

SurveySensum

DECEMBER 30, 2024

Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. It helps businesses manage multi-contact, hierarchical customer structures. Gather feedback through SMS, email, QR codes, and WhatsApp surveys.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Fonolo

MAY 24, 2018

By building key metrics and analytics around each step of the customer journey, and aligning them with a set of expectations, we can better understand the customer experience. Let’s face it: Customers are everywhere: mobile, social media, live chat, on the phone, and they often use multiple platforms to resolve a single issue.

Social Media 87

Social Media Contact Center Actionable Insights Customer Survey 87

SurveySensum

JANUARY 16, 2025

It uses AI and other advanced capabilities to create intelligent CSAT, NPS, CES , CSI, SSI, and market research surveys to gather customer feedback and analyze them to extract actionable insights. Not just that, the survey builder comes with DIY capabilities.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Retently

AUGUST 3, 2023

A different source citing a global survey gives as much as 89% of respondents as trusting personal recommendations. In another customer survey , Nielsen found that over 60% of customers relied heavily on user reviews before purchasing.

Net Promoter Score 146

Net Promoter Score Customer Experience Social Media NPS 146

Lumoa

DECEMBER 15, 2022

In This Article: What is Voice of Customer Analytics? For example, a personal injury law firm could survey current clients to determine which topics they were most confused about, making them seek professional help. they could then write an informative blog post or create helpful social media content to attract more potential clients.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

SurveySensum

FEBRUARY 6, 2025

SurveySensum : The customer support team of SurveySensum follows a balanced approach of self-service and managed service. Also, the customer support team is also available via chat support, social media channels, email, and 24*7 support with 2-hour SLA globally.

CX 52

CX Sentiment Analysis Text Analytics AI 52

InteractionMetrics

JULY 22, 2016

An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. Look at your customer survey from many angles: The customer’s perspective—is it easy to take?

Customer Survey 45

Customer Survey Touchpoint Construction Customer Loyalty 45

Aquire

AUGUST 30, 2021

Customer surveys are an opportunity to learn what customers think about your brand based on facts, rather than assumptions. The customer feedback you gather from surveys is gold dust. Within them lies all the information you need to provide the products and services customers really want.

Customer Survey 95

Customer Survey Net Promoter Score Actionable Insights Touchpoint 95

SurveySensum

SEPTEMBER 1, 2023

The ideal method for getting this information, and possibly one of the oldest, is the customer survey. If used properly, customer surveys can make a whopping success out of your marketing campaign. When you have all the survey information, you can use it to boost your marketing strategy. Not convinced just yet?

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

Zendesk

JUNE 17, 2022

Requests for help or information via your company’s social media accounts. Indirect customer feedback. Types of indirect customer feedback include: Reviews on third-party sites. Posts about your company and its products on social media. Collect customer feedback as raw data.

Customer Feedback 98

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 98

InteractionMetrics

MARCH 27, 2025

Use Customer Feedback Effectively Here’s the truth: most customer surveys are terrible, and most companies arent using them properly. Thats as ineffective as it is annoying and wastes your customers’ time. But when done right, customer survey feedback is pure gold. Look at HubSpot as an example.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

Retently

MARCH 14, 2023

Yet, NPS surveys impact customer experience and the ability to identify and retain its most valuable clients. They are specifically designed to measure various areas of customer satisfaction and capture actionable insights for the brand to improve.

NPS 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

Retently

JANUARY 13, 2025

A great CES tool should make it a breeze to design clean and simple surveys. Your business isnt generic, and your CES surveys shouldnt be either. Look for tools that allow you to customize surveys to match your branding, tone, and audience preferences. Even better? Your CES tool needs to keep up.

Sentiment Analysis 117

Sentiment Analysis Net Promoter Score NPS Touchpoint 117

Retently

AUGUST 5, 2024

Customers respond on a scale of 0 to 10, and based on their answers, they’re categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). Because it provides clear, actionable insights into customer satisfaction and loyalty. It has limited customization options in lower-tier plans and limited analytics.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. Whatsapp Surveys Starts at $99/month 4.7

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

NOVEMBER 2, 2023

Let’s explore this along with different types of customer feedback, how they are the building blocks for creating remarkable customer experiences, and how harnessing this feedback can propel your business to new heights of customer satisfaction and success. What is Customer Feedback? How to Analyze Survey Data?

Customer Feedback 52

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 52

Retently

FEBRUARY 9, 2024

To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement. Segmentation can be based on customer demographics, purchase history, or interaction patterns.

Customer Feedback 93

Customer Feedback Net Promoter Score Customer Satisfaction NPS 93

CX Journey

MAY 17, 2017

Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. But what if you've been listening to customers for years? How do you know when it's time for a refresh or a complete VoC program redesign?

VOC 63

VOC Social Media Actionable Insights Customer Survey 63

Execs In The Know

AUGUST 12, 2024

Zendesk defines sentiment analysis as a metric that businesses use to measure customer perceptions and feelings toward their brand. Analyzing and Acting on Customer Feedback Implementing a robust sentiment analysis strategy involves more than just collecting data; it requires a thorough analysis and responsive action plan.

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

SurveySensum

SEPTEMBER 14, 2023

5) ProProfs Survey Maker Versatile Survey Types Seamless Integration Extensive Templates Free sign up available Starts at $19 per month. 5) SurveySeparrow User-Friendly Surveys Seamless Integration Extensive Customization Both Contact their team 4.4 (5) 5) Doorbell.io

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

Retently

DECEMBER 4, 2019

Ideally, you would want to reduce your churn rate and increase the growth rate, so that you could serve the maximum number of customers and build up revenue. CSAT helps you assess the number of holes in your bucket, and provides actionable insights for solving them. Don’t let customer surveys be the only way they can reach you.

Net Promoter Score 95

Net Promoter Score NPS Social Media Start-ups 95

SurveySensum

SEPTEMBER 30, 2024

The tool provides end-to-end CX solutions – from creating customized and multilingual surveys with DIY capabilities to gathering feedback via multiple channels and analyzing them with AI capabilities to derive actionable insights and make data-driven decisions.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Sentiment Analysis 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 78

Customer Experience ML Social Media CX 78

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. Thanks to the Internet, customer feedback has never been so accessible. Learning what your customers think about your products or services isn’t difficult.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

SurveySensum

JANUARY 16, 2025

It uses AI and other advanced capabilities to create intelligent CSAT, NPS, CES , CSI, SSI, and market research surveys to gather customer feedback and analyze them to extract actionable insights. Not just that, the survey builder comes with DIY capabilities.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

SEPTEMBER 19, 2024

Text Analytics : So, you have gathered the data via surveys, what’s next? Don’t ask Zykrr because the tool lacks robust text analytics software, restricting you from deriving actionable insights from open-ended feedback. The platform gives you suggestions on action items to increase your scores across all review platforms.

Customer Feedback 52

Customer Feedback Text Analytics Sentiment Analysis Social Media 52

SurveySensum

SEPTEMBER 25, 2023

Let’s explore the various ways feedback platforms collect valuable customer data. Customer Surveys: Surveys employ a direct approach by presenting a series of questions related to your video content. Social Media Engagement: You can gather a lot of information without even asking a single question to the customer.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

Lumoa

JANUARY 24, 2024

For a Customer Experience Officer (CXO), dedicating resources to analyzing text feedback from customers can have several benefits: Dissecting Customer Segments : Text analytics in customer feedback allows you to delve into the nuances of different customer groups, understanding their unique preferences and expectations.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

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. Here are 12 effective ways to gather customer feedback: 1.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

Hodusoft

OCTOBER 14, 2022

An estimated 66% of customers actively use three or more channels to reach out to a business. It can be email, different social media platforms, live chat, etc. Modern customers expect to be served equally across all channels. Customer survey, etc. 7 best practices of e-commerce customer service call center.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Retently

JULY 8, 2024

Loyal customers are not only repeat buyers but also enthusiastic Promoters who help bring in new customers. Actionable Insights : NPS surveys often include follow-up questions asking why customers gave a particular score. Sorting through this data to find actionable insights can be challenging.

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

SurveySensum

OCTOBER 10, 2023

Delighted is a customer feedback platform that helps businesses gather, track, and analyze thousands of actionable customer, product, and employee feedback. It offers built-in dashboards and reports to gain a better understanding of survey results. It also offers tagging and segmenting of feedback for actionable insights.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

Retently

MAY 2, 2023

Without a strong focus on these aspects, SaaS companies risk falling behind the competition and losing valuable customers. When it comes to gathering customer feedback , the options are endless: comments, social media, emails, and chats with support teams.

CX 135

CX NPS Customer Satisfaction Start-ups 135

SurveySensum

OCTOBER 4, 2023

Real-time Analysis Ensure the tool gathers and analyzes customer feedback in real-time and gives you timely alerts. 7 Best Automotive Customer Feedback Tools of 2023 Out of 7 feedback tools, the first automotive customer feedback platform is SurveySensum. Customer Review Pricing: Start at $49 / month.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

Retently

DECEMBER 10, 2024

Look for key features like customization, logic branching and real-time analytics. It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights. Includes AI-powered insights for deeper analysis of feedback trends and themes.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78