Successful customers are key to a healthy and growing business. These customers are not only attached to your product and services but also help you build more contacts through spreading a word about your company.
That is why it is important for every organization to measure their “Customer Experience”. Measuring customer satisfaction, analyzing your product and service quality, and determining your win and lost customers would help your sales force know that what approach exactly works best for your organization and how to improve your business quality.
Customer Experience Analytics involves the process of converting customer experience data into intelligent insights for a smarter decision making. It eases out the efforts of the company of finding out the true impact of their respective product on the customers. CEM helps the marketing team understand that where should they improve in order to increase customer satisfaction and reduce the customer churn rate.
Keeping these things in mind, we bring you the 5 best Customer Experience Analytics Software for your Credit Union that comes with user-friendly interfaces to make the operation better. These softwares possess the features like real-time analysis, responsive design, powerful analytics engine and are easy to install and operate. They make the executive business experience and market insight trustworthy. These Customer Experience software companies have rich involvement with Big Guns in corporate houses and lets you work with great credibility.
Here is our choice of best Customer Experience Analytics Software.
1. Anagram
Anagram is a robust data analytics framework from R-Systems. The Anagram framework is built to support decisive business endeavors, like customer acquisition, voice of customer, retention, compliance and operations excellence, while connecting people, processes and technology together for higher speed and performance.
Being a complete data analytics solution, Anagram allows extracting and analyzing your data in real-time from multiple sources with integrated capabilities for speech, social media, text & big data.With inbuilt predictive analytics, Anagram enables analyzing trends, predicting future events, prescribing suitable treatment options and monitoring results.
For an excellent customer experience, you should understand your customers. R System’s Anagram provides a complete view of customers by evaluating all forms of customer data from multiple data sources. Anagram allows meeting customers’ expectations across multiple channels through optimized customer interactions by providing deep customer and process insights.
Features
- Anagram supports multiple data forms, be it structured, semi-structured or unstructured.
- It provides analysis on real-time data.
- It includes advanced drill-down functionality, that allows drilling into details and instantly analyzes the issues.
- Anagram includes interactive dashboards and scorecards for user-friendly reporting.
- It comes with a powerful analytics engine that accelerates data discovery and mining.
2. Clarabridge
Clarabridge Customer Experience Analytics Software claims to have industry’s most precise Natural Language Processing (NLP), sentiment and data categorization for its Customer Experience Management Programs. It lets you clearly understand your issues and next steps.
Clarabridge CX Analytics pull insights from all sources such as Surveys, Chats, Ratings and Reviews, Emails, Blogs, and Forums or social media, at one-click to give you the peek into the entire customer journey. They pair the customer feedback with structured data like customer demographics or buying history to analyze them together. It shows what is driving feedback volume, satisfaction, and sentiments across various customer segments.
Features
- Smart filtering, routing, and front-line response capabilities let your team quickly acknowledge and engage with the customer, in person.
- Easy to use design.
- Emotion and industry categorization lets you share your data across your company in a breeze.
3. Honestly
Honestly Customer Experience Analytics Software analyzes customer experience by collecting meaningful feedback at key customer touchpoints like customer success surveys, customer service surveys, sales surveys, product feedback surveys and marketing surveys.
These different surveys would help your organization collect and understand an overview of your relationship with the customer and would help you reduce customer turnover. It would also help you provide clarity of your service areas that need improvement and would let you know that how your product is being perceived and how can you prioritize its features and fix the product defects faster.
Features
- Choose the feedback channel that works best for your organization, be it Feedback terminals, emails, links or QR codes.
- Get valuable insights by measuring CSAT, NPS and other custom KPI metrics in one dashboard.
4. Qualtrics
Qualtrics Customer Experience Analytics Software is said to be the agilest platform for customer experience. It makes it easy for companies to observe, respond and improve all the key aspects of a customer journey and assimilate customer feedback into every decision.
With every customer interaction, Qualtrics creates a natural conversation between you and your client that gives you the ability to converse with your prospects anywhere.
Intelligence technology from Qualtrics eliminates tedious manual work and helps organizations easily understand key experience drivers and insights buried deep in data. With the power to predict customer experience drivers and model impact on overall NPS, Qualtrics makes it possible to continuously deliver ahead of customer expectations.
Features
- Qualtrics Customer Experience lets you share role-based dashboards so that you can set improvement goals at every level of the organization and visualize performance and trend vs. target.
- Qualtrics closed loop ticketing makes sure that you follow up on every customer interaction, be it positive or negative.
- Qualtrics’ intuitive, drag and drop simplicity increases program adoption and lets you create, test, and modify surveys instantly with no coding required.
5. CloudCherry
CloudCherry’s Customer Experience Analytics Software helps your financial institution to map and compare complex journeys of different customer groups so that you can gain actionable insights at each stage of the journey from recommendations on customer likes/dislikes, how to improve loyalty metrics and other aspects of customer experience (CX).
CloudCherry allows you to merge operational, behavioral and transactional data from different sources into its platform and form one single customer system of record. This helps you truly understand the critical drivers of customer behavior. You can also create digital, physical or your own touchpoints to monitor changing customer expectations, track purchase patterns and trigger surveys based on customer behavior across any channel.
p>CloudCherry CX Analytics Software readily integrates with contact centers and CRM systems so that you can act on customer feedback. Omni-channel responses are raised as tickets and assigned to contact center agents, who get to view the entire customer journey and the history of transactions from the CRM system in order to personalize contact center interactions and effectively close the loop.
Features
- Real-time data updates enable you to generate quick actionable insights to make quick decisions.
- Multiple Channels like emails, website, and in-app surveys help collect online feedback. Smart devices, QR codes, and IVR surveys are used for offline feedback.
- CloudCherry provides ears on-the-go capability so that you can listen to what customers are saying about your services anytime anywhere.
Conclusion
Customers are an integral part of every business. In order to maintain a positive relationship with your customers, it is very important to know about their choices and improve on the areas where you are lagging behind.
Hopefully, our choices of Customer Experience Analytics Software would help your banks and credit unions to measure the customer preferences so that you can act accordingly towards improving your services.
Disclaimer-: These technologies are selected on the basis of our experience (around usage support, administration, integration etc.) as well as anecdotal conversations with multiple leaders in the industry.
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