Voice of Customer

Voice of Customer Section

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Your Voice of Customer solution isn't just a tool, it's a partner in your success journey.

Customer feedback pours in; action stalls. The challenge isn't another metric, it's extracting what matters and turning it into fixes that grow revenue, reduce churn, and lift conversion. Alterna CX turns fragmented signals into prioritized, business-impacting actions fast.

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Trusted Brands Section

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Trusted By World's Leading Customer-Centric Brands

Key Capabilities - Alterna CX

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Key capabilities

Powered by Alterna CX technology

Collect & Measure

Transaction-based micro-surveys across 10+ channels (email, SMS, in-app, web, IVR, QR, kiosk, WhatsApp, etc.). Metric-agnostic (NPS, CSAT, CES, stars/thumbs, free-text, oCX) with smart sampling to maximize response rates.

Unified Feedback Hub to ingest surveys, reviews, chats, tickets, and social; normalize by brand, journey, product, and location.

Understand & Prioritize

Proprietary, industry-tuned AI models (banking, insurance, retail, e-commerce) for high-accuracy categorization, sentiment, intent, and driver detection.

Gen-AI Insight Miner + Root-Cause Diagnostics evidence-linked summaries and business-impact ranking of fixes.

oCX from open text to validate/augment NPS/CSAT and trend by topic/segment.

Act, Visualize & Automate

Role-based dashboards that auto-sync to your organizational hierarchy (brands → regions → stores/teams/agents) with permission-aware drill-downs and roll-ups for executives, product, ops, and frontline.

Best-practice reporting templates: journey-level tracking (onboarding, checkout, claims, support) and channel-level monitors (app, web, branch/store, contact center) with funnels, heatmaps, and driver impact views.

AI close-the-loop orchestration triggered by any signal (not just survey scores): auto-create outreach, tickets, and playbooks; SLA routing and impact tracking.

Real-time alerts for thresholds, anomalies, and segment spikes.

Connect, Secure & Support

Enterprise-grade integrations & security: ready Teams, Slack, Salesforce, Zendesk + custom integrations. SSO/SCIM, granular permissions, audit trails, and data governance.

Customer Success playbooks, enablement, and value reviews to accelerate time-to-value.

Voice of Customer Case Studies Section

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Voice of Customer Success Stories

See how leading brands transform customer feedback into measurable business impact

Read Case Study →

Akbank

Akbank, one of the leading banks in Europe, uses Alterna CX since 2017 to measure customer experience everyday in more than 800 of its branches, digital banking channels and its contact center. Going beyond transactional NPS surveys, Akbank uses text analytics and behavioral signals to make real time interventions and proactively manage customer experience.

Carrefour

The importance of transforming many open-ended comments from customers into actionable insights. Carrefour successfully implemented Alterna CX's advanced text analytics to personalize in-store experiences and significantly improve customer satisfaction metrics.

Hepsiburada

Hepsiburada leveraged Alterna CX's advanced NLP-based analytics to analyze 2M+ daily orders and customer experiences, achieving 89% accuracy in automated feedback classification and becoming Turkey's most recommended e-commerce platform.

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Assess Your oCX Score

Gain insights into your company's oCX score and compare it with those of your competitors.

Identify Areas for Improvement

Discover the specific areas where your company struggles and uncover opportunities for growth.

Improve Brand Perception

Use insights to strengthen your brand's reputation and increase positive customer sentiment.

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