Customer Experience Software
The focus is on the customer
IdSurvey provides a comprehensive Customer Experience platform that enables you to optimize touch points along the customer journey, delivering personalized experiences through customer data analytics. With IdSurvey you can uncover valuable insights that you can use to take targeted, actionable steps to improve the overall CX.
Voice of the customer data collection to improve each touchpoint
With IdSurvey and CX strategies, you can improve the customer experience at every touch point, whether online, in-store, or post-sale interactions. By analyzing customer data, you can identify the strengths and weaknesses of the buying experience and take targeted actions to improve it.
voice of the customer survey to know customer opinions
Voice of the customer, or VoC, is the part of the customer experience that aims to collect customer opinions. With IdSurvey you can collect and analyze customer opinions through specific Voice of the Customer surveys to find out their needs, expectations and suggestions. With this valuable data, your company can improve retention and increase the chances of success in the marketplace.
Voice of the customer survey, endless possibilities for growth
Improve customers' loyalty
Engaging customers with every interaction with your company helps improve their loyalty to your brand. Identify passive customers or detractors and engage them to increase your company's reputation.
Maximize the value of your customers
Knowing and retaining your customers means more opportunities to sell new products or services that can meet your customers' true needs and expectations. With CX survey and VoC survey you can really get to know your customers.
Reduce customer churn
Optimizing the Customer Experience and actively listening to the Voice of the Customer improves customer satisfaction and engagement by reducing churn rates and adding value to the customer lifecycle.
Find high-impact strategies
Analysis of the data collected for Customer Experience and Voice of the Customer allow you to find even the least predictable insights. So you can decide on the most effective and impactful action strategies.
Optimize products and services
Improve products and services by adapting them to opinions and suggestions collected with Voice of the Customer surveys. Improve the online or physical store, sales and after-sales service through feedback from Customer Experience surveys.
Know your competitors
You can also create Customer Experience and Voice of the Customer surveys to collect data and study the position of your competitors, identify their strategies, learn about their weaknesses and strengths.
Testimonials
Everything you need for customer experience, in one software
Web surveys
Distribute the online survey by sending it via email or text message, posting it on your website or social pages. Insert the QR code in the receipt or apply any strategy to engage the customer after each touch point.
Telephone surveys
Interview customers by phone to get more accurate and reliable data. Interviewers management, supervision, Softphone and PBX are all seamlessly integrated, accessible from a browser and without installation of any plugins or third party software.
Face to face surveys
Engage customers directly at the point of sale with surveys, interviews or simple feedback requests. The app for Apple and Android mobile devices works even without an internet connection, so you can interview your customers anywhere.
Multi-mode surveys
With IdSurvey you can combine multiple distribution methodologies into a single survey. You can even start an interview by phone and send an email to the client to have it completed later on your own.
Email Sender
Discover the intuitiveness of Email Sender. Create invitations' campaigns to a list of customers or only those who match certain characteristics. Manage automatic reminders and more.
SMS Sender
All the power of Email Sender even for SMS. Everything is really integrated in IdSurvey! The customer will see your company name as the sender, or if you prefer you can enter a dedicated phone number.
Analysis & Report
Analysis & Report is IdSurvey's powerful reporting tool. View the automatic report with your survey data or create it according to your needs. You can export it in various formats or share the link of the updated report in real time with your collaborators.
Crosstabs
Analyze collected data with the advanced multi-level cross-tabulation creation and management tool. Leverage numerous metrics and identify correlations, trends, and the most statically significant customer segments.
Quality Control
Review the interviews, identify those that are inconsistent, and only validate those to be included in the results and reports. So you can easily refine the reliability and consistency of the collected data.
FAQ
What is Customer Experience?
Customer experience ( also called CX) refers to the overall perception and interaction that a customer has with a company or brand during their entire journey, from initial contact to post-purchase support. It includes every touchpoint that a customer has with a company, including marketing, sales, customer service, and product usage.
Customer experience can be measured by several factors, such as customer satisfaction, loyalty, and advocacy. Companies that prioritize customer experience tend to focus on creating a positive experience for customers at every stage of their journey. This involves understanding customer needs and expectations, providing personalized interactions, delivering high-quality products and services, and offering quick and effective support.
In today's competitive market, customer experience has become a key differentiator for companies looking to stand out and build long-lasting relationships with their customers.
What is Voice of the Customer?
Voice of the Customer (VoC) refers to the process of capturing and analyzing the feedback and preferences of customers about their experiences with a product, service, or company. It involves gathering customer feedback through various channels such as surveys, customer reviews, customer service interactions, social media, and other forms of customer feedback.
The aim of VoC is to better understand the needs, wants, and expectations of customers, and to use that information to improve the customer experience. By listening to the voice of the customer, companies can identify areas for improvement, innovate new products or services, and build stronger relationships with their customers.
Overall, Voice of the Customer is an important process for companies looking to build customer-centric strategies and improve their overall business performance.
How to collect data for Customer Experience and Voice of the Customer?
There are several methods for collecting data for customer experience (CX) and Voice of the Customer (VoC). Here are some of the most common ways:
Surveys: Surveys are a popular method for collecting data on customer experience and VoC. Companies can use a variety of survey types, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), to measure customer sentiment and gather feedback on specific aspects of the customer experience.
Online reviews: Online reviews on sites such as Yelp, Google, or Amazon can provide valuable insights into the customer experience. Companies can monitor and analyze reviews to identify areas for improvement or areas of strength.
Social media: Social media platforms such as Twitter, Facebook, and Instagram provide a wealth of information on customer sentiment and feedback. Companies can monitor social media for customer comments and feedback, and use social listening tools to analyze the data.
Customer feedback forms: Companies can provide feedback forms on their website or in-store to gather feedback on the customer experience. These forms can be open-ended or specific to certain aspects of the experience.
Customer service interactions: Customer service interactions, such as phone calls or chat sessions, provide an opportunity to gather feedback directly from customers. Companies can record and analyze these interactions to identify areas for improvement or areas of strength.
Focus groups: Focus groups involve gathering a small group of customers to discuss their experiences and opinions about a product, service, or company. This method can provide in-depth insights into the customer experience.
Overall, there are many ways to collect data for customer experience and VoC. It's important to use a variety of methods to get a well-rounded view of the customer experience and to gather feedback from different customer segments.
Knowledge base
Enter the knowledge base to discover all the solutions and strategies for setting up and designing questionnaires.
Guide and papers
IdSurvey has an online guide for all features of the software so you can easily discover all tools.
Help Desk support
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