Get CloudCherry to analyse your customer’s journey, solve problems and delight them
Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Your Students need more than just textbooks. Discover the problems they face and solve them on a real-time basis through CloudCherry
Delivering A Powerful Academic Experience
Enabling Leading institutions to
Student Journey Mapping
Adopt a Journey-Based Approach to Student Experience
CloudCherry helps educational institutes adopt a journey-based approach to managing student experience. Capture real-time feedback from your students along the journey, right from on-boarding to on-campus and faculty quality, to track their expectations.
Find out what students expect from interactions with faculties, and other staff at different stages of their journey and formulate action plans that meet their needs. Identify the levers of student experience and ensure that every touchpoint is optimized to deliver delight.
Optimize Micro and Macro Journeys
For educational institutions, brand image is paramount. Every interaction with your students plays a role in shaping their perception of you. Which is why we give organizations the ability to flexibly switch between macro and micro student journeys, and investigate experiences.
Be it an interaction at the reception desk, or an online course experience, analyze journeys to understand inconsistencies in experiences. Compare different student groups and gain actionable insights at each stage with recommendations on student likes/dislikes, how to improve loyalty, retention, and more.
With our Journey Builder, educational institutions won’t just be able to build end-to-end guest journeys but also identify exactly where, when and how along the journey do students face friction, and need assistance. Is there an issue with the accommodation in campus? Or is there a problem with quality of research facilities?
Derive ready actionable insights from student feedback with our journey-based approach to student experience. Proactively uncover and address critical pain points, and consistently deliver delight
Dynamic Questionnaire Builder to Create Surveys Effortlessly
Our Questionnaire Builder helps educational institutions create and customize surveys for your students in no time. Select from different question types – Yes/No, Multiple-Choice, Rating, Open-text, and more – and create unlimited surveys for different student groups and phases of their journey.
Use our drag-and-drop functionality to easily add, delete, reorder or edit questions. Insert triggers and conditions to create different questionnaire flows based on the responses received from students.
Collect student feedback across 17 different physical and digital touchpoints. Use our omni-channel surveys to constantly engage with students and track expectations in real-time, and ensure that you are always listening to what your students have to say.
Take advantage of channels such as Email, Website, Smart Devices, QR codes, IVR, Pop-up surveys and more to monitor student experience dynamically. Our omni-channel framework allows you to collect feedback from students at various locations in your university or college.
Centralize Student Feedback from all Channels
Student feedback collected from our omni-channel surveys is stored in a centralized dashboard in real-time. Be it the survey form during orientation, or the email survey sent post every term, all data is combined and analyzed in an aggregated manner.
Eliminate silos and view guest experience holistically on CloudCherry’s platform. This helps create a consistence and seamless guest journey right from booking and check-in, to the entire stay, restaurant experience, and check-out.
Create What-If Scenarios with Predictive Analytics
Go beyond knowing what your students want today. Leverage our platform’s predictive and prescriptive analytics to anticipate student needs, predict student behavior and proactively address critical issues.
Run what-if scenarios to map the financial impact of future policies and processes in your institution. What is the impact of improving ‘quality of research’ by 15%? Comparing various what-if scenarios will aid in prioritizing investments.
Use Path Analysis to Identify the Drivers of Guest Experience
What are the factors that contribute to student experience? Educational institutes can identify the underlying factors (staff quality, education quality, or on-campus facilities, for instance) that influence student experience, understand correlations between them and then establish causation.
Does on-campus facilities have the maximum correlation with high NPS ratings? What drives a high rating for on-campus facilities? Get ground-breaking insights on how various aspects of the student experience impact each other and use this insight to create more delightful experiences.
Discover Customer Sentiment with Deep Learning
Leverage deep learning and machine learning to uncover sentiment behind conversations that students have about your educational institution. Track comments on social platforms, review sites, other third-party sites, and open-text responses and bucket the sentiment as positive, negative, or neutral.
Choose between Microsoft Azure ML, IBM Watson, and CloudCherry’s own proprietary deep learning algorithm to analyze sentiment from open-ended comments.
Real-Time Alerts & Reporting
Address Customer Feedback in Real-Time
With CloudCherry’s real-time academic experience platform, stay on top of student feedback all the time. Be alerted of negative feedback and take action immediately. You can also set alerts for positive feedback to identify staff whom students like, and recognize and reward them.
Set dynamic triggers in student surveys. For instance, get notified in real-time for when a student rates ‘education quality’ less than 5 out of 10 with the alert being sent to the the concerned department who can then look into the issue.
Set Alerts for Multiple Teams across Touchpoints
Set real-time alerts on student feedback at multiple touchpoints for multiple teams in order to proactively identify unhappy students and resolve their issues on time.
Our customizable notifications engine allows you to create unlimited notifications across multiple channels. The alerts can then be disseminated to different teams and staff members – support staff, faculty heads, and more.
Create Personalized Dashboards and Scorecards
We make sure that every department in your organization, right from the reception to the faculty staff, are empowered with the right set of insights to enhance student experience within their capabilities
Create dynamic views for different teams, and set and track specific KPIs around NPS, student satisfaction, etc. Also, compare performances across different touchpoints, to precisely identify shortcomings and fix student issues proactively.
“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 CX Guide to Customer Journey Mapping
UNIVERSITY OF ESSEX SELECTS CLOUDCHERRY TO MANAGE AND ENHANCE STUDENT EXPERIENCE
How Similar Is the Student Experience to Customer Experience?