Make the Voice of Customer an Integral Driver of Loyalty
A complete VOC program to improve customer experience and drive profits
The Proven Methodology To Accelerate
CloudCherry helps organizations collect feedback from digital customer across multiple touchpoints. Monitor digital conversations and track evolving customer needs and expectations in real-time.
CloudCherry offers multiple online touchpoints to listen to customers – email, website, chatbot, in-app and more. Choose the touchpoints that are convenient for your customers and start engaging immediately.
Enable face-to-face offline conversations with your customers by providing physical feedback touchpoints and understand customer expectations at stores, contact centers, branches and more.
CloudCherry equips organizations with a variety of physical touchpoint channels such as QR codes, smart devices, and IVR surveys to capture customer feedback. Deploy these touchpoints at offices, branches, stores, or contact centers and start listening right away!
In addition to physical and digital touchpoints, we help organizations create their own touchpoints – enabled by our open APIs – to track real-time customer behavior, collect data and trigger surveys. We broaden your listening capabilities and ensure that every customer action can positively influence business decisions.
CloudCherry’s open APIs can be integrated with a variety of services and platforms to capture more contextual customer data – create infinite possibilities to interact with your customers.
CloudCherry’s survey invitation management enables organizations to run multiple touchpoint-based surveys to compare and analyze experiences. Customize surveys for different channels – website, email, SMS, tablet, in-app, and more – with different metrics and questions.
Our Voice of Customer solution helps you run different surveys across different channels. Collect Net Promoter Score (NPS) at your store vs. Customer Effort Score (CES) at your contact center vs. Customer Satisfaction (CSAT) within your mobile app.
Never miss out on customer feedback. With up to 17 different physical and digital VOC channels, capture customer queries, complaints, and suggestions on a centralized platform. Whether the customer is on your website, at your store, using the app, or calling the contact center, track their experiences effortlessly.
Our Voice of Customer solution offers website, email, tablet, SMS, in-app, IVR, pop-up surveys and more to understand evolving customer expectations. By centralizing feedback, organizations can achieve a holistic view of Customer Experience (CX) data and insights.
If you aren’t measuring something, you can’t improve it. CloudCherry enables large organizations to not only track key CX metrics, but also customize these metrics based on specific conditions. Track any metric across any touchpoint through our surveys.
Organizations can send Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT) or any other metric-driven survey to customers to gauge satisfaction, loyalty and effort in engaging with your company. We also add flexibility around tracking scores – use a 3-point, 5-point, 7-point, or any scale of your choice.
Eliminating silos hasn’t been easier. On CloudCherry’s platform, view CX holistically, and analyze and interpret the customer journey through a single lens, thereby driving more effective strategic improvements that boost customer centricity.
CloudCherry ensures all data flows into a centralized dashboard. Organizations no longer have to view data sets separately. Add, modify, remove filters to look at data the way you want to – across multiple touchpoints to derive insights that align different departments around improving CX.
Align all your teams around relevant CX metrics and goals. Compare and analyze customer experiences across locations, stores, departments, etc. to identify and address gaps along the customer journey.
Create unlimited views on CloudCherry’s VOC platform which enables different internal teams to track relevant customer metrics. Derive contextual insights from these dynamic views to set specific goals, and form action plans based on the identified insights to drive CX improvements.
Never lose focus on the end goal of delivering a consistently delightful experience. To get there, we help you set individual and department-specific KPIs around NPS, Customer Satisfaction, Customer Effort, sales, etc. that can be tracked, measured, and improved upon consistently.
On CloudCherry’s CX platform, organizations can set customizable KPIs aligned with the overall goal of improving loyalty. Perform question analysis for separate views to drill deeper into individual customer responses and truly understand the triggers of feedback.
CloudCherry’s dynamic CX platform allows for single-click integrations with various third-party platforms. This enables organizations to drive improvements across the organization and then close the loop directly with the customer.
Readily integrate with contact centers and CRM systems to act on customer feedback. Omni-channel feedback can be raised as tickets and assigned to contact center agents. who have the entire view of the customer journey, to initiate effective follow ups and close the feedback loop.
With CloudCherry’s real-time solution, you can significantly reduce customer churn. Be alerted of negative feedback and address it in real-time. Intervene and engage with the customer proactively to turn negative experiences into positive ones and ensure that the customer is delighted.
Organizations can set conditions for different questions in their surveys. For instance, you can create a trigger for when a customer rates your staff less than 5 out of 10. When a customer response triggers this condition, a real-time alert is sent to the concerned manager/department who can then engage with the customer to understand and resolve the issue.
Set real-time alerts on customer feedback across multiple engagement touchpoints and departments. Departments can use real-time customer data and alerts across multiple touchpoints to proactively identify unhappy customers, quickly resolve their issues and build loyalty.
Our rules-based notifications engine allows you to create unlimited notifications across multiple touchpoints. Organizations can then disseminate these notifications to different teams and employees – customer support agents, store managers, marketing heads, and more.
Look beyond the obvious and generate truly ground-breaking customer insights. Leverage powerful statistical tools and perform multivariate analysis to understand how different influencing factors of CX are correlated with each other. Look at median, variance, sample standard deviation and other statistical data to discover more interesting correlations between the drivers of CX.
We offer cross-tabulation analysis that produces contingency tables to clearly show the interdependence between variables. Create simple 2*2 contingency tables that compare two variables directly (Sales Revenue vs NPS category) or perform more complex analysis with multiple variables (Sales Revenue vs Month of Sales & NPS Rating).
Turn complex statistical data analysis into simple yet powerful visualizations. View data and derive action points from statistical data without hassle. Choose from a variety of flexible visualizations such as bar charts, stacked bar charts, heatmaps, area and scatter charts, etc.
Table bar charts can visualize multivariant analysis, line charts can track the dependency between two different variables, and heat maps use different color grades to help analyze trends. In addition, quickly sort statistical data in different ways so that you can dissect and better analyze data. For instance, organizations can sort best performing stores by “Customer Effort Score” or “Net Promoter Score”.
Analyze important trends – loyalty, satisfaction, responses, etc. – over flexible timelines and create detailed CX reports. Examine whether customer metrics are going up or down – For example, why is your NPS in the holiday month of December better than the NPS in October? Trends and reports help in creating proactive strategies based on evolving customer behavior.
CloudCherry’s CX dashboard displays NPS and CSAT trends in a visually appealing format. And track the feedback collected through a response trends widget. Set your range – daily, monthly, or yearly – across which you want to view the trends. Get reports in multiple formats and customize them based on team roles so that every team is aligned to the goal of building loyalty.