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TouchpointCX survey management logic makes it easy to avoid damaging your customer relationships with ‘feedback exhaustion’ whilst maintaining a robust and statistically significant sample size of completed surveys that relate to each level of your organisation.
Use TouchpointCX to automatically invite customers to provide feedback shortly after their interaction has occurred and while the experience is still current in their minds.
Event-driven feedback is the most powerful tool for monitoring and coaching the performance of line representatives.
Use TouchpointCX's escalation management functionality to automatically alert relevant managers and stakeholders according to severity and priority. Route complaints and track them through investigation to response and resolution.
These are often periodic customer satisfaction surveys designed to measure the overall health of customer relationships and perhaps overall brand health, rather than specific events and interactions.
TouchpointCX logic ensures that different customer samples and segments are identified weekly, monthly or quarterly and that feedback is trended and measurable over time.
Frontline employees observe thousands of customer experience interactions every day. Moreover, they are likely to better understand the causes and mitigating factors that impact your customer's experiences.
Let TouchpointCX capture their insights by enabling them to submit feedback, complaints, suggestions and ideas on behalf of customers and from their personal perspectives
Use editable templates, branching and skip logic, dynamic question text and the ability to embed images and video, to make your surveys targeted, personal and engaging.
Great CX programmes use all available data regardless of location to make survey requests to your customers personal and tailored and to easily generate more in depth analysis and insight.
For bringing data together into one valuable central location TouchpointCX is a convenient and cost effective alternative to large internal data integration initiatives and connects easily with most CRM systems.