Intercom, Inc.

DECEMBER 10, 2020

It contextualizes user behavior to provide an in-depth understanding of how to improve the customer experience, while managing customer expectations. If a company has lots of small customers, then managing those touchpoints can become challenging as you scale. It just isn’t possible to have humans at every step of the journey.

B2B 223

B2B Outlook Sales Touchpoint 223

PeopleMetrics

DECEMBER 5, 2017

These individuals are often called “case managers.” Case managers receive notifications to let them know a “case” or survey response has been submitted. This final touchpoint can improve NPS and reduce churn by shifting the customer’s lasting perspective of their overall experience.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Zendesk

JANUARY 31, 2021

This includes all the social messaging channels, messaging for your website and mobile apps, and powerful tools to build chatbots, automation, and case management workflows — all built on an open and flexible platform you can customize to your heart’s content. We call it Zendesk messaging. Automate with a human touch.

Customer Service 98

Customer Service Case Management AI Touchpoint 98

Logicalware

JUNE 21, 2023

One more touchpoint that’s tailored to your customers. Book a custom demo and see Puzzel Case Management and Customer Hub in action! [1] Putting the customer in the driver’s seat, Customer Hub allows them to be in control of their support requests, adds ease to email support and personalises the experience.

Case Management 52

Case Management Touchpoint AI CX 52

Logicalware

FEBRUARY 18, 2024

Proudly acting as the initial and concluding touchpoint for their 129,000 citizens, the council manages an array of enquiries, ranging from bin collections and birth registrations to marriage notifications, council tax queries and more.

Government 59

Government Omnichannel Touchpoint AI 59

PeopleMetrics

AUGUST 22, 2022

Case Management. Asking managers to take action on real-time customer feedback adds new work to their days. A closed-loop feedback program will provide tools to help managers delegate follow-up actions and track the progress of open cases. If you already have a problem area in mind, focus there first.

Customer Feedback 71

Customer Feedback CX Close the Loop Sentiment Analysis 71

SurveySensum

NOVEMBER 11, 2021

Moreover, the teams’ guide you on which touchpoints to capture feedback on and which metric is suitable for your objectives such as NPS, CES, CSAT, train you or your teams on how to close the loop and guide you on how to combine business data and CX data to get buy-in from your management to take action. Data Management.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52