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 Read more [...]
CX Feedback platforms have core use cases that include gathering data through on-going surveys (frequently event-triggered); reporting and analysing through online dashboards; and tools for following up on specific issues with closed-loop case management. Within CX Feedback platforms, there are tools that are more geared towards complex multichannel enterprise uses; and tools that are more suited to digital-only channels.
Hello customer is an interactive feedback platform driven by revolutionary AI. It enables single-question feedback measures (NPS, CES Customer Effort Score or CSAT) with open-ended follow-up questions. There are four elements to the platform: Feedback engine: automated and real-time questions sent post-purchase, after a support contact or within a web session using email, pop-ups, QR codes, purchase tickets or messenger apps. Conversation manager: the option to engage customers in conversation following their open-ended feedback; threaded inbox-based tools for real-time follow Read more [...]