Customer decisions are driven by EMOTION – not reason.
People express emotions using their facial expressions, body language, and tone of voice. They also describe emotions using natural language: in conversations, open-ended survey questions, interviews, social media, and customer phone calls.
Heartbeat AI platform transforms text input from any source (survey open-ends, call centre transcripts, customer feedback, employee comments) into ten primary and sixty secondary emotion categories. Insights are accessible through a user-friendly dashboard in real time. Quantified emotions reveal the “deep why” behind human behaviour, which helps build deeper understanding and empathy leading to better marketing, product development, and customer experience. Heartbeat AI technology is essential for understanding the main drivers of human behaviour with depth & accuracy.
Gavagai has created the Gavagai Explorer, an AI-driven text-analytics platform that provides actionable insights from unstructured text data – easily, quickly and at a low cost – in 46 languages.
With the Explorer, our customers can understand their data and improve their business, without the help of consultants or expert data scientists. We offer instant actionable insights derived from unstructured text in virtually any language.
Limetropy is a customer experience management solution, with a proprietary technology platform and professional services.
The software can incorporate feedback from surveys, social media and customer support channels; it includes text analytics, real time alerts and case management features; and results are published to dashboards and a smartphone app.
The platform can also support co-creation and testing of new products and services with customers, and has built-in retention and growth features including email marketing, rewards and incentive management.
Worthix is a customer experience feedback platform with a ‘self-adaptive’ AI-driven questionnaire. The survey uses real time answers from customers to select subsequent questions. Each respondent answers a maximum of eight questions in under two minutes.
Applications include NPS and CSAT tracking, testing price sensitivity, identifying critical moments in the customer journey, measuring competitor performance and predicting churn.
Echonovum is a customer and employee experience platform that identifies potential areas for success in customer and employee relationships.
The software uses an automated, continuous survey and evaluation process throughout the customer and employee journey, with predictive analytics modules built into the reporting outputs.
Holler is a software platform for customer experience feedback, co-creation and brand advocacy.
Feedback links can be sent by SMS, embedded online or printed on product packaging.
Holler interfaces are highly visual and chat-based, with options to capture video and other media.
Potentiate is an integrated solution for Voice-of-Customer, employee engagement and market research programmes.
The software platform includes survey tools; reporting and drill-down dashboards; review integration and analysis; text analytics; data analysis tools; and closed-loop action plans.
A professional services team delivers end-to-end research programme design, management and reporting.
Yumpingo is a restaurant intelligence platform that captures experience feedback from diners at the moment when their bill is presented.
The solution captures satisfaction levels down to location, shift, server and dish level, and claims to achieve feedback volumes dramatically higher than review platforms such as Yelp TripAdvisor and Google.
Feedier is a customer experience feedback management platform with built-in consumer rewards and gamification features.
It supports more than 20 languages, has a wide range of templates for different categories and integrations through its own API, webhooks and Zapier.