Customer Experience Measurement

Create Listening Points Along the Customer Journey

Continuously Improve Customer Experience by Measuring What Matters Most

Traditional customer experience surveys often have blind spots.

Measurement accuracy and visibility varies depending on what point in the customer journey is sampled. Response rates and scores vary based on how customers are contacted - Email, Chat and Web surveys may have different scores. Multi-tier partner networks across different geographies and languages also add complexity to the required scale and scope of listening points that must be measured.

eXalt Knowledge Bots provide a new way to measure and improve customer experience.

Imagine surveys that can be fully customized and placed at different points in the customer journey and at different partner sites while being continuously monitored. Knowledge Bots can deliver more measuring points as surveys can be customized for appearance or logic so that they can be embedded at any point in the journey.

Knowledge Bots can deliver higher response rates as customers can choose how they want to respond (Email, Chat, Web or Text).

This continuous monitoring of a network of customized measuring points can then route detractors to the right resource just in time and convert them to promoters. Integration with CRM or other marketing sites is fully automated.

Knowledge Bots leverage AI customer experience measurement to segment results and detect clusters. Knowledge Bots determine the “why” behind the score with open ended questions that are analyzed using Natural Language Processing (NLP).

Knowledge Bots are built to change and adapt. As survey questions and logic change Knowledge Bots keep metrics for all survey versions in sync providing critical continuity in trending metrics and measuring continuous improvement.

70% of customers who stopped doing business with a particular brand said it was due to a poor customer experience

Pew

The Benefits for You

Benefits of Customer Experience Measurement

Create More Listening Points

70% of buying decisions are influenced by how clients feel they are being treated; therefore, a superior personalized customer experience can go a long way towards increasing sales. (Forbes)

Knowledge Bots offer customer experience measurement for the end-to-end customer journey.

Knowledge Bots have the required flexibility to support rapid customization of templates and logic so that surveys can be embedded wherever needed seamlessly.

Improve Response Rates

51% of B2B companies avoid vendors for at least two years after a bad experience with them (Dimensional Research)

Allowing respondents to respond how they choose to customer experience surveys (Email, Chat, Web or Text) in a more interactive dialog improves response rates.

Find Reasons for Scores by Segment

Its 7X more expensive for companies to attract new customers than keep existing ones. (Harvard Business School)

Knowledge Bots put AI in marketing research to understand what Is behind a score. Knowledge Bots have extremely flexible conditional logic and conversational expertise to support open-ended answers. This paired with Natural Language Processing helps identify the true reasons for scores and identify what is working and what needs improvement.