Get CloudCherry to analyse your customer’s journey, solve problems and delight them
Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Deriving path-breaking insights and building a customer-centric culture for financial institutions
Driving Profitability through Delightful Experiences
Enabling Global Financial Service Organizations To
Customer Journey Mapping
Build A Journey-Based Approach
CloudCherry helps financial service organizations adopt a journey-based approach to managing customer experiences. Map, track and monitor customer journeys across multiple touchpoints and stay up to date on evolving customer needs.
Monitor your customers’ journey right from on-boarding to the type of products they choose (stocks, mutual funds, mortgages, other investments, etc.).
Identify Key Touchpoints And Stages
Identify key touchpoints and stages along the customer journey. Once you’ve zeroed in on this, define the metrics that you’re looking to track at each stage across each customer engagement channel.
Map these metrics (NPS, CSAT, and more) with the touchpoints and stages to build a powerful customer journey map.
Optimize Interactions With Micro And Macro Journeys
Every interaction shapes the customer’s perception of your company. Which is why CloudCherry is driven by a journey-based approach that can be enabled for your financial service organization.
Flexibly switch from macro to micro journeys to analyze how your organization is handling interactions while onboarding, assessing risk profiles, suggesting various mortgages, loans, etc. Get a clear understanding of how interactions at every stage impact customer loyalty and satisfaction.
Collect Data In A Centralized Platform
CloudCherry’s omni-channel platform ensures that financial service organizations can stay up to date with the omni-channel customer.
Capture feedback on various financial and insurance offers, ability to effortlessly buy/sell stocks on your platform and the magnitude of risks customers are willing to take, on a centralized platform to get a holistic understanding of what customers want and how you can cater to their needs.
Run Unlimited Surveys Across Multiple Touchpoints
CloudCherry empowers financial service organizations to run multiple customer surveys across various digital and physical engagement channels. Use website, email, IVR, smart devices, in-app, or pop-up surveys to listen to customers anytime anywhere.
By being omni-present, internal teams can build larger customer data sets to derive actionable insights.
Customize Omni-Channel Surveys On Questionnaire Builder
Financial service organizations can create and customize omni-channel surveys on CloudCherry’s Questionnaire Builder. Select from different question types (ratings, multiple-choice, yes/no, etc.), and use our drag-and-drop feature to effortlessly create, modify, delete, or reorder questions.
Also, run multiple surveys across channels simultaneously through our campaign management facility.
Predict Customer Behaviour With What-If Scenarios
Go beyond knowing what your customers want today. Build what-if scenarios with CloudCherry’s predictive analysis solution to estimate financial returns of customer experience strategies.
For instance, how much revenue would you gain by improving ‘experience of buying/selling stocks’ by 30%? View and examine different scenarios to prioritize and drive impactful customer experiences.
Derive Correlations Between Drivers Of Loyalty
Leverage solutions such as path analysis to identify critical drivers of customer loyalty, understand the correlations between them and establish causation.
Do mortgage offers have the maximum correlation with high NPS ratings? What factors drive customer ratings on mortgage offers? With these insights, choose mortgage, investment offers, or interest rates that would resonate with different customer groups.
Discover Customer Sentiment With Deep Learning
CloudCherry helps financial service organizations use deep learning and machine learning to analyze sentiment behind customer conversations. Monitor customer reviews on social platforms and comments on open-text responses to bucket sentiment as positive, negative, or neutral.
Choose between Microsoft Azure ML, IBM Watson, and CloudCherry’s own proprietary deep-learning algorithm to run customer sentiment analysis.
Fully Integrable Solution
Get A Holistic View Of The Customer
Financial service organizations can easily integrate experiential customer data with other exclusive data sets – behavioural, observational, transactional, and experiential – into a centralized dashboard.
Our integrations help marketing, sales, finance, and product teams generate deeper customer insights and build organizational alignment around the customer’s experience.
Drive Effective Loop Closure
CloudCherry empowers financial service organizations to action customer feedback through integrations. Drive effective feedback loop closure by integrating with your CRM or ticketing platform.
Raise customer responses (especially negative feedback) as tickets, assign them to agents who then initiate follow ups and close the feedback loop. talk about history
Run Personalized Marketing Campaigns
Our integrations help banks drive their marketing efforts. Integrate with various leading marketing platforms to create contextual campaigns on offers, invitations, and more.
Run personalized marketing campaigns for different customer groups based on nature of risk profiles or investments made. Bring back detractors, and other customers who haven’t interacted with you in a long time through exclusive offers, without spamming mail boxes.
“The CX platform allowed us to collect feedback in real time. I saw the commitment of CloudCherry as a partner as they were willing to customize the solution based on PUMA’s needs and improve the platform based on our feedback, which was very important for us in a dynamic retail environment.”
HEAD OF RETAIL (SEA)
“We chose CloudCherry because of customer journey mapping. No other competitors in CX space have focused or started the strategy of measuring customer experiential data using journey mapping. This feature was something we were looking for a long time. It brought all the customer data in one place and we were able to gain insights and make sound business decisions easily.”
Senior VP, Customer Strategy
Chelsea Rae Lee
“CloudCherry helped our Customer Loyalty Program scale, expand and thrive. Their support, consultation and comprehensive approach to Voice of Customer saved us time and money! Best in class tools, and systems helped to quickly analyze our unstructured data and turn what was qualitative data into quantitative data. We are focused on taking our program to the next level this year. CloudCherry has been an excellent partner and consultant, with their expertise and capabilities, I’m confident we will exceed our goals!”
Senior Program Manager
“We’re trying to become embedded in our customers’ lives through our journeys. Adoption must go up, cost of acquisition must go down, and the cost of the transaction must go down. All these costs fall off from how you designed your journey and your delivery processes. Looking across all the journeys, you need to understand the cost of keeping your customers engaged. This is how you determine whether your customer experience is impacting results across the entire journey.”
Regional Head Customer Journey Experience
“We strive to really listen to concerns and focus on making improvements, whether it means changing processes, policies and/or vendor changes. We want the members to know that we care, we listen and what they tell us is important. Every comment and score is analyzed and presented on our CloudCherry dashboard. CloudCherry helps with our strategic priorities to create a segregated member experience by measuring and acting upon our member’s feedback that helps us meet our goals.”
Member Experience Manager
“Cloud cherry has helped us better understand the customer journey and find areas of improvement. Its great working with their young and passionate team, a team that understands the challenges involved in creating and monitoring great customer experience in an airline like Vistara, which likes to refer to itself as #NotJustAnotherAirline”
Chief Strategy and Commercial Officer
“At Solarity Credit Union, we are committed to providing extraordinary experiences that exceed expectations of our members. CloudCherry software has helped us enhance our member experience tremendously by highlighting areas we can improve upon, as well as areas that we are excelling in. The feedback we receive on the platform helps us direct our efforts efficiently, as we are crafting the ideal member journey. The team at CloudCherry has closely collaborated with us on our journey to deliver delightful member experiences.”
Member Experience Enthusiast
Drive Financial Outcomes Through CX
HDFC bank started turning transactions into delightful experiences through CloudCherry
CloudCherry – Tying Financial Goals to CX Metrics