Customer Experience
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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
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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
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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
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Action and Case Management
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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
Supercharge your customer experience program
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B2C 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.
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B2B CUSTOMER EXPERIENCE
Build trust with every account stakeholder, create life-long relationships, and understand account health at all stages.
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EMPLOYEE EXPERIENCE
Create a culture of empowerment, innovation and creativity. Listen, act, and transform employee productivity and satisfaction.
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PRODUCT EXPERIENCE
Develop products customers love. Understand usage, collect in-product feedback, and test concepts to build products that meet and exceed customer needs.