Get CloudCherry to analyse your customer’s journey, solve problems and delight them
Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Measure your customer's journey, collect feedback and improve CX strategy with CloudCherry's real-time updates
Delivering Great Customer Experiences
Cloudcherry Is The Perfect Cx Solution For Your
Create Surveys Effortlessly On Our Questionnaire Builder
Creating surveys is now simple, easy and delightful. Use our Questionnaire Builder to customize surveys in no time, and and use our drag-and-drop functionality to dynamically add, remove, modify or reorder questions.
Include various question types – rating type, multiple-choice, Yes/No, open-text, and more – to collect feedback on every aspect of the customer’s experience and create different questionnaire flows for different customer groups.
Run SurveysAcross Multiple Touchpoints
Our omni-channel framework allows organizations to collect customer feedback across multiple touchpoints. Leverage up to 17 physical and digital channels to find out what customers are saying about your organization.
Ensure that you are always available for the customer. Use our direct feedback channels such as Email, SMS, Website, Smart Devices, and Pop-up surveys or indirect channels such as Social Listening that allows you to monitor customer conversations and bucket customer sentiment.
Design Multiple Touchpoints To Collect Feedback
All feedback collected across different touchpoints and channels is stored in a centralized dashboard. This allows you to view customer feedback holistically and craft more powerful organization-wide strategies.
Our omni-channel surveys eliminate the siloed approach towards collecting and analyzing customer data. Bring together feedback from various functions such as Marketing, Sales, Product, and more, to understand the complete customer journey.
Customer Journey Mapping
Adopt A Journey-Based Approach To Cx
We help organizations adopt a journey-based approach to customer experience. Capture real-time omni-channel customer data along the journey to proactively monitor changing customer expectations and needs.
Understand how, when and where customers interact with your organization and analyze what drives engagement and purchases across the journey at key touchpoints.
Analyze Micro And Macro Journeys
Address Critical Painpoints Along The Customer Journey
Identify inhibitors of a smooth experience across various touchpoints. This enables organizations to not just build seamless end-to-end customer journeys but also create experiences that are delightful and build the customer’s trust in your brand.
Understand why do customers drop off at the billing section, when navigating through your mobile app, or while on a call. Our Journey Builder helps uncover pain points related to specific customer actions and address them to consistently deliver delight.
Understand Financial Linkages Through Predictive Analytics
CloudCherry goes beyond helping create your today’s customer experience and engagement strategy. Our predictive and prescriptive analytics directs organizations to create proactive action plans by building various what-if scenarios.
What if you work on ‘staff efficiency’ and improve it by 15%? What is the incremental revenue you are likely to gain from this? View the potential financial impact of all future investments and use this insight to prioritize strategies
Use Path Analysis To Create Cx Improvement Plans
What are the core drivers (store ambience, website experience, or staff efficiency, for instance) of CX in your organization? Use Path Analysis to identify these drivers, draw correlations between them and then establish causation to create strategies aligned with customer centricity.
Does staff efficiency have the maximum correlation with high CSAT ratings? What factors drive a high staff efficiency rating? Moreover, anticipate customer churn and predict how customers will react when the relationship with the brand is tested.
Discover Customer Sentiment Through Text Analytics
Tap into deep learning and machine learning to identify, analyze and bucket customer sentiment. Track customer comments, reviews on social platforms, online forums and open-text responses in order to classify the sentiment behind conversations as positive, negative, or neutral.
Choose between IBM Watson, Azure ML, and CloudCherry’s own proprietary deep learning algorithm to run real-time customer sentiment analysis.
Dynamic Integrations & Views
Close The Loop On Feedback Intelligently
We empower organizations to not just collect customer feedback but action it consistently. By integrating with your ticketing or CRM platform, close the loop on feedback and increase loyalty and retention rates.
Raise customer responses as tickets, assign them to agents who then initiate follow ups and close the feedback loop. In addition, organizations can also drive organization-wide customer-centric change based on insights garnered from customer tickets.
Single View Of All Customer Interactions
Our flexible integrations enable you to bring together experiential, transactional, behavioral and observational customer data into a centralized platform to get a holistic view of all customer interactions.
Integrate with various CRM, Loyalty, Marketing, Ticketing and Contact Center solutions to build organizational alignment around CX – right from the top management to the frontline staff – and make the Voice of Customer an integral part of strategic decision making.
Set Personalized Dashboards And Metrics
We believe that the best way to improve something is by continuously measuring it. Which is why we empower organizations to set, track and monitor specific metrics such as NPS, CSAT and CES, across different touchpoints for different departments.
Be it a store manager or the Chief Operating Officer, they get to view personalized CX goals and dashboards related to their roles and their teams. Also, compare performances across different locations, stores, or touchpoints, to identify and address painpoints along customer journey.
“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
“Using CloudCherry, we are able to deploy feedback surveys quickly on our own. Further, by using the right channels and making surveys more engaging, we increased response rates by 20%. All customer feedback is now available on one platform, for us to analyse holistically. Using the in-built data analytics tools on the platform, we have implemented improvements in service at our stores that resulted in NPS going up by over 20%. The CloudCherry team deeply understands our needs and has been successful in providing the right solution with the right support; enabling us in achieving our customer experience goals at a reasonable budget. CloudCherry is also giving new features and updates regularly, that helps us in developing our customer experience program further.”
Head of Customer Service – COURTS (Malaysia)
Rashiruleneey Rashid (Eneey)
“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
The Global State of CX
Vistara’s delight story: Creating great experiences across the journey
Overcoming the Challenges of a Modern CX Transformation