Alterna CX’s Voice of the Customer Platform
- Unleash the power of 85+ customer review sites
- Analyze real-time voice of the customer signals in 100+ languages
- Automate actions and trigger workflows at 120+ apps
- Detect the tone and topic of the feedback in milliseconds
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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
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
Alterna CX’s Emotion
- 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
- 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: 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.
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Seeing is believing
Learn how to apply AI to analyze all the various CX ”signals” generated by your customers via surveys, text, complaints, social media, and other interactions. Discover how to quickly identify and flag the most important problems and opportunities, and then better prioritize your investments.