No punctual surveys with late and unactionable results! Instant eXperience gives you the capacity to listen, understand and act on target continuously and in real time with customers across every channel.
Omnichannel feedback capture to be aware of what
your customers feel, think and expect in real time.
+ SMART TARGETS
Capture customer feedback upon any end-to-end journey or moment of truth, no matter whether they are linked to transactions, interactions or lifetime-events.
+ SURVEY MEDIAS
Select the most relevant capture media to ensure the highest response rate and the best customer experience. SMS, email, web, IVR, outbound calls… All of these can be managed in Instant eXperience.
Design and refine your survey targets and questionnaires autonomously and in a few clicks. You are now in control to ensure they match your evolving business objectives.
Enriching and reading between the lines of Customer feedback
to get the best of the Voice of Customer
+ VERBATIM INTELLIGENCE
Exploit all verbatims, no matter how they have been collected: audio verbatim can be transcribed, text verbatims can be analyzed to highlight the key topics mentioned and the associated sentiment of the customer. Translation is also available, if needed. All of that in real-time.
+ ACTIONABLE INSIGHTS
Complement the gathered customer feedbacks with contextual data and embedded analytics capabilities to further score and profile customers so that the most relevant decisions and actions can effectively be taken.
+ INFERRED FEEDBACKS
Infer what would have been the feedback of silent customers so that you have the opportunity to engage them when proactively identifying a major risk or opportunity.
Exploit the Voice of Customer to address your business
challenges thanks to Customer Experience Management
+ REAL TIME DASHBOARDS
Ensure everybody in your organization can access his own real-time personalized CX dashboard, offering a snapshot of his CX KPIs and insights. Use the sharing and publication capabilities to foster collaboration across your organization.
+ INSIGHTS DISCOVERY
Use powerful reports and analysis to deep-dive into customer feedbacks, analyze satisfaction/dissatisfaction drivers and identify areas of improvement.
+ ALERTS & ACTIONS
Identify and be alerted automatically on customer perceptions that require immediate decisions and actions. Timely address any kind of customer dissatisfaction and quickly respond to up-selling and cross-selling opportunities.