We hear it from businesses every day – how can they gather customer feedback from surveys, social media, Web, e-mail, call centers, etc. and respond quickly to avoid losing customers? And what is the best way to turn feedback into insights that can be acted upon to improve their business?
Allegiance conducted blind focus groups and interviews with top VOC practitioners for two years to identify their greatest challenges. Based on their input, today we are launching Engage7, the first Voice of the Customer (VOC) platform that integrates social media and mobile/SMS feedback management, text analytics, ad-hoc and transactional surveys and powerful reporting into a fully automated VOC offering.
Rather than using traditional market research for customer insights, businesses can now use Allegiance Engage7 to directly collect and control real-time customer feedback data from multiple sources, including transactional and relationship surveys, multi-channel feedback (e-mail, phone, Twitter, Web) and unstructured customer comments.
Engage7:
- Integrates feedback into a single, integrated platform
- Provides a full view of multi-channel customer feedback in real time
- Gathers and analyzes feedback from multiple sources — social media, Mobile/SMS, e-mail, phone, Web — together with research survey responses from ad-hoc and transactional surveys and unstructured customer comments
- Includes advanced text analytics based on natural language processing to automatically read open-ended comments and freeform text
Companies benefit by:
- Eliminating multiple feedback monitoring tools, saving time and money
- Accessing real-time and continuous data so they can rescue or up-sell more easily
- Automatically turning freeform comments into quantitative data that can be acted upon
- Selectively identifying Tweets about a transaction or purchase so they can improve the customer experience in real time
- Taking action to boost customer retention, differentiate their business and grow revenues faster
Customers are increasingly in control of the conversation, and companies need to be able to respond quickly to retain customers. Engage7 will accelerate the way companies attain critical customer insights and make business decisions.
It would be great to know more about what is’under the hood’. Leximancer is a company focussed on the science of deriving meaning from unstructured data and has a comprehensive white paper explaining its technology. Does Allegiance have the same?