Customer Experience

Drive loyalty at every point along the customer journey. Capture and analyze signals, predict behavior and create experiences that keep customers wanting more.

Omni-Channel Data Capture + Engagement

Omni-Channel Data Capture + Engagement

  • Capture signals at any touchpoint along any customer journey, combining experience data and operational data
  • Engage with customers on any channel: responsive and branded email surveys, web intercepts, mobile in-app feedback, SMS and messaging channels, social feedback and reviews, IVR systems, call and chat transcripts, and through connected IoT devices
  • Capture voice of the customer via the employee by enabling frontline employees to provide feedback, ideas and suggestions on the customer experience

Customer Lifecycle Insights

Customer Lifecycle Insights

  • Create a rich experience profile for every customer to gain a 360° view of their experiences across touchpoints, channels and journeys over time
  • Gain deeper insights into each customer engagement, model attrition risk, predict behavior and identify opportunities for improvement
  • Flexibly group similar customers into segments to answer questions about behavior

Visible Stars Smart BI for CX

Visible Stars Smart BI for CX

  • Apply AI and machine learning to uncover patterns and trends, analyze journeys and predict customer behavior
  • Suggest actions to improve experiences and maximize business impact

Real-time Reporting and Analytics

Real-time Reporting and Analytics

  • Create dynamic dashboards and leverage a wide range of analytics and insights to provide visibility into the customer experience and sentiment
  • Continuously sync with the organization’s evolving user structure to deliver feedback, insights and alerts to the right roles and users
  • Leverage in-memory analytics to calculate millions of data points automatically to ensure data is displayed in real time across thousands of concurrent users

Action and Case Management

Action and Case Management

  • Turn detractors into promoters by immediately alerting the right person or team to respond to customer feedback
  • Ensure that customer issues are being efficiently handled and resolved through role-specific workflows, push notifications and automated escalations
  • Enable employees to easily respond with pre-built templates they can personalize with the customer comments and case data provided
  • Capture systemic root cause issues across different channels, so you can identify and prioritize where to focus customer experience improvements
  • Bring alerts and workflows into the systems that employees use for customer issue resolution via 2-way integrations with sales, service and collaboration apps

Success Stories

See how customers improve & drive impact