Get CloudCherry to analyse your customer’s journey, solve problems and delight them
Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Everything you wanted from your CEM platform in
one place, out of the box and ready to use.
Everything CX under one roof
CloudCherry is truly the next generation of Customer Experience Management (CEM) platform, filled with powerful tools that allow you to see your business from your customers perspective. CloudCherry has all the sophisticated features and functionality including customer journey mapping, text analytics, and predictive modeling in a single point-n-click platform. Our real-time, easy to use platform puts the cherry on top of your customer experience.
Take a look under the hood of CloudChery
Customer Journey Map
Customer Journey Mapping continues to grow in popularity and hype, but without the correct tools in place you may find all the time and energy required to create one put to waste. Only 35% of CX pros in the CXPA-HoC survey reported that their last journey mapping efforts were a success. This is because, after all the heavy lifting to create your customer journey maps,, they usually end up in a binder or hung up on the wall collecting dust. To capture the power of the customer journey map CloudCherry brings it directly into your CEM platform making it a living, evolving journey map. CloudCherry’s customer journey map functionality allows you to take your KPI’s beyond the single touchpoiint viiew and enablles you to track those KPI’s along your customer journey map.
The beauty of customer experience isn’t just what you know and what’s apparent, it’s what you don’t know. How do you calculate ROI or predict outcomes of business initiatives when making strategic decisions? With predictive analytics you can put the mystery equations away and look at what the result of initiatives will actually be. Predictive analytics allows you to dig deeper into the black box to discover what’s truly driving your customer’s experience. Essentially, predictive analytics iis used to reverse-engineer the actions taken by customers to drive strategic decisions that will result in a positive outcome for both your consumer and your company. No more guessing about what customers truly want. No more crystal balls.
Integrations are one of the most powerful tools your customer experience team has in their toolbox. You’ve probably heard the term 360–degree view of the customer – meaning that you can see everything the customer interacts with. From the data stored in your CRM to the server logs showing how often they visit your website, and even to their conversations with your customer service team. CloudCherry is in the business off creating contextual conversations, which relies on having good, thorough data. Use CloudCherry’s open API platform to break down the data silos between your operational, transactional, and experiential data.
One of the biggest hurdles for CX professionals is creating a customer centric culture throughout the organizations. One of the first steps to creating a culture around customer experience is giving employees the CX data they need and in a way they can use it. CloudCherry’s easy point-n-click insight center is completely customizable, with no added costs or professional services. You can create dashboards with KPI’s, comparisons, and analyses that you want to see and how you want to see it. You may have a dashboard for executives that gives them a quick snapshot off the entire business, but a store manager or branch manager may want a dashboard that gives them the data that’s pertinent to them. CloudCherry allows you to build the product around your needs, and not the other way around.
Data is only as impactful as the outcomes it delivers. The days of collecting data just to collect data are over, now it’s about collecting actionable data. CloudCherry has multiple tools that enables you to turn your mounds of data into real-time measurable actions. For example, CloudCherry’s customer journey map not only measures and tracks the experience along the entire journey, but we also tell you exactly what you need to do to improve and how much of an improvement it will drive. We also have the Impact analysis which is going to take all your attribute rating and tell you what is most important to your customers, and what will actually move the needle for your business. For CloudCherry, the data is just the beginning.
Text Analytics can be one of the most useful tools in your customer experience management platform, but if you’ve ever tried to analyze unstructured text without text analytics you know how time consuming it can be. With CloudCherry’s text analytics you can pull out the frequency of words used, sentiment, text theme, and KPI’s based off of text themes. Imagine being able to pull all your product reviews, social comments, or customer success transcripts and being able to turn it into quantifiable data, with little to no effort on your part. Text analytics is also a perfect tool to discover pain points or issues that you weren’t aware of. Use CloudCherry’s Text analytics to turn the endless amount of unstructured data into real time actionable insights.
CloudCherry is completely metric agnostic, meaning we won’t make you use the metrics we use but we’ll allow you to use whatever metrics your business uses as a KPI’s. We have all the main anchor metrics in the industry like NPS, CSAT, and CES, but if you want to run impact analysis, or predictive analytics on Revenue or ARR, you can. With the easy to use questionnaire builder your able to create and weight the metrics however you would like. CloudCherry is built around your needs, and we don’t dictate how to run your business.
You should never have to rely on someone else to create a survey or make changes to your survey. If you’re currently struggling creating or edits your surveys, then it’s time part ways with your old legacy CEM and move to a platform that puts the power in your hands. CloudCherry’s approach to survey creation helps organizations create and send out surveys effortlessly. Add, modify, or delete questions with ease and create any number of surveys to monitor customer experience across every single touchpoint and channel. CloudCherry is completely DIY, meaning that everything is literally a click away. You can choose from a verity of canned questions like NPS, CSAT, Email, or you can choose a type of question and build one on your own. Once the question is built you have the option to add logic, conditional text, and many more options. CloudCherry’s questionnaire builder is so easy a monkey can do it.
There’s nothing worse than giving feedback and never hearing back or seeing change. Your customers are helping you, and if you don’t show that your listening then why would they help again? With CloudCherry, every response can be heard and handled in real-time. For example, if a customer has a bad experience and gives you a low NPS, CloudCherry can send a notification directly to a manager to handle or even create a ticket that’s assigned directly to that account manager. Our closed loop module has all the bells and whistles from notifications to ticket escalation, but if you already have a ticketing solution, that’s not a problem, CloudCherry will integrate with it to give you unlimited flexibility.
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