CXQuest – Big Data Customer Retention & Experience Management SaaS
CXQuest is a Customer Experience platform that uses big data rooted methods to analyze experience, detect noteworthy incidents and indicate churn. CXQuest is ideally suited for businesses with recurring revenue models.
Analyze Email Communication
Analyze communication between customers and your service team whether they are stored on email servers or help desk applications such as zendesk to better understand the customer’s journey. CX Quest analyses the following forms of communication:
Instant set up call recording solution or upload call recordings and text analyze dialogues.
Rule based collection of emails and analysis of email content.
Analyze SMS exchanges with customers
Text analyze support tickets
Collect data from sales force fields
Market Leader in Multi-Channel Feedback Collection
CXQuest is a market leader in collecting feedback from multiple sources and combining such data into a unified Customer Experience data set. We support 8 distinct methods of reaching out and collecting feedback from customers:
Text (SMS) Feedback
Collect feedback by allowing your customers to reply to an SMS invitation or by texting a message to a predefined SMS number which CXQuest will provision.
Feedback through Web Browser (Mobile and Desktop)
Generate various types of forms using different field properties, logical flows and responsive designs that can render the form on all device types. You can use CXQuest to design single feedback forms for Net Promoter Score projects or develop extensive forms for full in depth surveys. The forms are customizable to adapt them to your brand. The forms can be published as standalone web pages or integrated through pasting our system generated code into your web framework.
Few methods of communication are as well distributed and easy to use as email. Specify email addresses as feedback ‘listeners’ in CXQuest and the system will pull up the content of the emails into the platform instantly for further analysis and processing.
Voice/Phone based Feedback
Collect Feedback from voice messages. CXQuest can provision your business with phone numbers that, when called, greet the customer and prompt them to leave voice based feedback. CXQuest then processes these recordings automatically and converts the messages into high quality voice transcriptions.
Handwritten Forms/Comment Cards
In certain scenarios digital feedback collections won’t yield a strong enough participation by the end customer. For example, in hospitals the demographical make up of the patient base is significantly more senior and less tech savvy. For such customers there is nothing easier than submitting feedback through a comment card. CXQuest allows users to upload such cards and automatically converts them into digital text which can be analyzed along with other feedback.
On Site Android Tablet Solution
Tablets are especially useful when the customer has idle time and looks for occupying activities. One such example is in restaurants, where our tablets are often offered to the customer after the bill presentment and while the card is being processed. The CXQuest Tablet solution also allows customers to self invite themselves by typing in their mobile number. This triggers an SMS to be sent to them, so that they can reply to the feedback invitation at a later point in time.
Feedback Submission via API call
If you want to add best in class customer feedback Processing capabilities in your application and have an application that already collects or can collect customer feedback data in free text format, you can then just send that content via an API call to CXQuest.
Native iOS and Android Feedback Apps
Building a native mobile feedback app? CXQuest provides customers with ready made native apps in iOS and Android through which feedback can be collected via in app messaging of voice feedback processing.
Feedback via Social Media/Online Review Sites
With CXQuest you are also listening to any comments or experiences your customers share on review sites or social media platforms.
Survey Campaign Management Tools
CXQuest provides you with advanced survey campaign management tools such as:
- Scheduled & automated survey invitations
- Participation reminders
- Message templates
- Survey efficiency reports
- Engagement rewards
Track Online Reviews
Collect reviews relating specifically to your establishment from over 25 different online sources of reviews and comments, including Twitter, Tripadvisor, Yelp and Foursquare.
Respond to Online Reviews
Respond directly to online sources from within CXQuest.
Track across all review sites what the global satisfaction index is. Aggregate sentiment analysis across all review sites.
Report and under detailed sentiment scores, performance on each site and learn what people rave about on the internet about your business.
Context Sensitive Tagging & Alerts
Context Sensitive Tagging and Alerts are extremely powerful, Ai based features. CXQuest can listen out to incoming experience data and determine whether there is urgency to react based on an analysis of the text. E.g. if you specify that you would like to be informed about any scenarios where potentially the customer is going to be posting an negative review on the Internet, then the system will automatically tag the feedback received as ‘containing negative posting threat’ and will send notifications out to those that need to react quickly. Such a posting threat may e.g. be determined by the use of phrases such as ‘…looked much older than the pictures on the Internet’.
Auto Tagger alerts can be flexibly configured. You can have the system to listen out for up-selling opportunities, legal implications, VIP customer interactions as examples.
Meta Data based Alerts
You can also define other (simpler) rules to trigger alerts. E.g. alerts based on the source of feedback or the rating score.
Reply to Customers
You can directly reply to customers, independent to the source of the feedback from your customers. Often a quick reply goes a long way to accommodate a head shaking customer.
Tag & Manage Incidents
Create tags of your own and tag incidents for better handling and reporting and trigger tag based notifications.
Collaborate with your team members by posting comments on each incidents and making sure that your team members get notified. Front line staff members instantly will recognize that senior management is aware and appreciative of the good work they are putting in.
Track how your organization is following up on incidents and whether there are handling the critical cases fast enough.
You will want to understand especially how your more loyal customers are made up. How do they like to be served? What do they normally complain about and what do they compliment? CXQuest builds up a database from all the reviews collected about a particular customer and summarizes it in a customer specific profile.
Track your customer’s experiences across their customer life time with you. Understand if they are optimistic about your business or whether they are prone to switching suppliers based on their history with you.
Understand what a particular customer is most sensitive to and what gets them upset easily. CXQuest aggregates all reviews and comments made by every customer and builds an understanding of their personal likes and sensitivities.
If the data is publicly available, CXQuest matches a customer’s email address with other online profiles so that you can understand how a person that interacted with you privately shares their experience under a public internet profile.
From an Online reputation monitoring perspective, a comment made by someone that commands significant online influence is a lot more important to track than from someone with a low online social profile. CXQuest helps you determine the online impact of a negative experience automatically.
Understand What Matters Most
Every interaction recorded in CXQuest becomes part of a valuable data asset that you can use to understand how your customers go through their customer journey with your business.
With CXQuest you will have access to a dashboard that provides you with an instant overview of your most important aspects of your customer experience. Instantly understand which customers require your attention and which topics re-appear and causes concerns for your customers.
A dedicated reporting module will help you get organized and process the wealth of data available in CXQuest. Select from over 17 standard reports and generate new reports based on your preferences.
CXQuest lets you compare how each establish is performing compared to one another within your group or in comparison to your competitors.
Advanced Text Analytics Capabilities
Using highly advanced Text Analytics algorithms, CXQuest can analyze free text segments and derive meanings from free text. You will no longer have to ask your customers to fill out lengthy forms but will be able to categorize their brief comments automatically. Not only does that help increasing participation rates (customers love hassle free short forms), but it also gives you a much more authentic quality of feedback.
CXQuest is distinctly designed to handle multi-brand, multi-departmental businesses. Whether you are operating under multiple brands, in different territories or business units, CXQuest allows you to slice and dice your data to your liking.
Configuration & Process Flows by Organizational Units
Each organizational unit can configure their own version of CXQuest, while leveraging global rules that should apply to the entire organization. This allows for flexibility for each operating unit, yet still aggregating information across a group in a structured and even way.
You can control who gets to see data associated with specific organizational units or brands or departments. Group managers generally can see data relating to multiple departments or brands while department managers will see data relating to their own unit.
CXQuest comes with a multi-lingua capability that allows you to (a) collect in-house feedback and interact with your customers in 7 different languages, (b) collect online reviews in all languages and have it automatically translated into English and (c) analyze all reviews even if they are presented in foreign languages.
Interact in Multiple Languages
When setting up customer facing communication, you can maintain all language sensitive fields in multiple languages. E.g: when creating terms and conditions of your opt-in process, you can create these in 7 different languages.
Track & Analyze Reviews in Any Language
Collect online reviews in any language and have CXQuest translate it for you instantly into English.
CXQuest also analyzes foreign language feedback and consolidates it with the default language your business operates in.