AI-Driven CX Solutions for Voice of Customer

 

With our advanced analytics capabilities, make data-driven decisions to deliver the best experiences for your customers and employees.

improve your CX quality

Affordable

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Harness the Power of Customer Voices for Strategic Decisions

  • Learn about customer issues the instant they occur, including slow customer support, poor user interface, confusing messaging, and more.

  • Find key issues to fix to improve your company’s reputation while maintaining loyalty

  • Understand the customer experience-related obstacles in the customer journey and address these pain points to deliver seamless experiences.

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Pinpoint Key Drivers of Customer Satisfaction

  • Make customer-centric decisions by listening to your customers’ wants. Quickly understand how your customers feel about your services and products using AI technology.

  • Identify the factors driving repeat orders and loyalty, and establish a correlation between customer experience performance, order growth, and sales.

  • Ensure your products and services meet customer expectations and remain aligned with industry trends.

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Centralize Customer Feedback to Gain Holistic Insights.

  • Transform thousands of unstructured data into actionable feedback to achieve a comprehensive CX approach. Implement necessary actions to drive impact and prevent churn.

  • Gain insight into specific trends and themes in customer feedback on one screen. Listen to your customers’ own words without the need for hours of manual analysis.

  • Improve communication between different teams and departments to build seamless workflows

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Trusted By

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Mediamarkt

 

One Screen for All Voice of Customer Data

 

Seeing is believing

 

Learn how to apply AI to analyze all experience related “signals” generated by your employees

 

• See how Alterna CX can solve your pain points
• Quickly get started with a free trial
• Discover Alterna’s full potential

 

 

 

 

 

BURADA BİTİYOR AŞAĞIDAKİ KISIMLARI İGNORE EDEBİLİRSİNİZ

Advantages of Voice of the Customer Programs

360 view of your customers experience in real-time

Track and identify the key issues in each customer journey

Get real-time insights about customer experience quality via a single platform

Understand the drivers of customer experience

Analyze what your customers are trying to tell faster and smarter with AI

Learn which factors have a higher impact on your key metrics

Systematic actions for experience improvement

Turn real time insights to immediate actions

Improve your quality of products and services continuously 

Use Cases of Voice of the Customer Programs

Avoid hopping between VoC channels

Confidently consolidate any structured or unstructured textual data with Voice of the Customer Platforms; create a single source for all customer feedback across journeys. For example, you can turn various VoC channels such as Facebook, Zendesk, and Google Review into a single view.

Reduce manual analysis and repetitive tasks

Text analytics technology saves CX professionals’ time and energy, short cutting the need to scan through customer feedback and other experience signals. So that customer frontline teams would rather be working on high-value tasks instead of clerical tallying.

Triage and apply damage control principles

VoC platforms fueled by NLP act as round-the-clock analyst that identifies and alerts CX professionals and practitioners. For example, you can set a rule like “E-mail me when you get an NPS of 4 or less out of 10 on topic “UI design”

How do we help?

 

 

Collect, track, and unify customer experience signals in real-time across different VoC channels like Facebook, Instagram, Google Play, Appstore, Trustpilot, Amazon, Zendesk, Freshdesk, and more.

  • Reach your customers via every touchpoint

  • Automate NPS or CSAT calculations

Learn continuously from leveraging customer text feedback

  • Meaningful and actionable classification of topics

  • Understanding the sentiment and emotions such as Anger, Joy, Fear

Voice-of-the-customer-platform

Identify and analyze drivers of experience

  • Identify which dimensions affect your experience KPI’s by how much

  • Exercise what-if’s and prioritize investment decisions on a fact basis

Take action through a real-time process to initiate proactive customer experience management

  • Track trends and highlights across customers from a single place

  • Apply text analytics in real-time to detect alert situations that can lead to customer churn 

     

Monitor results and performance in real-time and make it visible across the organization 

  • Personalized living dashboards

  • Journey and channel-specific drill-downs

Related Resources

Alterna CX’s Emotion

Analysis Tool

 

  • 80% accuracy in emotion detection
  • Efficient real-time identification of emotions
  • Analysis of 7 basic emotions with less manual effort
  • Rates effective content of individual words
 

Alterna CX’s Sentiment

Analysis Tool

 

  • AI-driven real-time recognition of customer sentiments
  • Able to capture context-dependent sentiments
  • Able to detect sarcasm, idioms, or ironies
  • Sentiment analysis fueled by Natural Language Processing
Customer Obsession

Customer Obsession: Vital

Component of Growth

What is Customer Obsession?

Before pointing out the connection between customer obsession and sustainable business growth, let’s agree on the terminology. In lots of articles and blog posts you probably notice that customer obsession, customer-obsessed company culture, customer focus, customer-centric strategy are catchwords used over and over again ad nauseum.

Why VoE?

Retention of Key Talent: Track and identify the key moments of each employee journey from recruitment and onboarding to separation.

Higher Productivity – Pulse measurement to increase with faster and frequent feedback

Ensure Happiness of Customer – Excel in customer experience through engaged employees

Key Features of Alterna CX

Measure and Improve Employee Journey

  • Focus on journeys and personas

  • Deploy in natural habitat – integrated to existing platforms already used by employees 

  • Employee journey specific: recruitment, onboarding, promotion

Act Fast and Frequent with Pulse

  • Increase check-points for engagement

  • Measure not only performance but also how employees are reflecting upon company events, announcements, organizational changes

Learn Continuously from leveraging employee text feedback

  • Meaningful and actionable classification of topics 

  • Understand which factors impact engagement scores continuously 
  • Track engagement drivers by department, team, and employee groups 

Monitor and Take Action through a real-time process to initiate proactive employee retention

  • Track trends and highlights across the organization from a single place 

  • Apply text analytics in real-time to detect alert situations such as intent to leave for a high performing talent 

Recent News

Decoding The Customer

Decoding The Customer

Loads of valuable signals can tell a company what a customer feels about their customer experience, or the extent to which the customer has been highly successful with the company’s product or service, or even how efficient the company’s website is in providing information and access.

Survey Feedback Analytics

Easily collect, analyze, and interpret survey responses to uncover valuable insights. With our intuitive analytics tools, transform raw survey data into actionable insights that drive meaningful business outcomes and foster long-term customer loyalty.

Social Analytics

Analyze customer reviews from platforms such as Reddit, App Store, Amazon to uncover valuable trends. Gain a comprehensive understanding of customer perceptions, identify strengths and weaknesses, and take proactive steps to enhance brand reputation.

Transactional VOC Program

Transform your customer insights with our transactional Voice of Customer program. Capture real-time feedback at key touchpoints, analyze sentiment, and uncover actionable insights to enhance customer experiences. Drive meaningful improvements, increase loyalty, and boost revenue by aligning your business strategies with customer feedback.

Product Analytics

Dive deep into user behavior, track product usage patterns, and analyze feature adoption to gain valuable insights. Identify areas for improvement, prioritize enhancements, and optimize the user experience for increased satisfaction and retention. With our advanced analytics capabilities, make data-driven decisions to drive product innovation and maximize ROI.

Alterna CX Use Cases

Customer Experience Analytics

Understand the factors

influencing customer

satisfaction

Customer Support Analytics

Listen to the voice of your

customers to provide

seamless solutions

Product Feedback Analytics

Improve your product

experiences by analyzing

customer feedback

How Will Revelio Influence Your Results?

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60% decrease in churn

50% increase in customer satisfaction

20% drop on time spent on data gathering