– Follow the evolution of CES in real time;
– Analyze the consolidated CES at each level, touchpoint, journey, channel and period;
– Compare the CES between groups / units, periods and with other indicators;
– Create specific views and export the data of the reports;
– Distribute the results of specific groups with exclusive access to your employees.
- Drill down the company / holding level, groups and units, up to the collaborator level;
– See which are the operations, groups, units or employees with the best and worst CES;
- Confirm the statistical relevance using the sample error and make filters;
– Filter and sort by volume of evaluations, experiences, CES, detractors, etc.
– View received CES ratings and extract important insights;
– Refine your analysis by filtering by levels, touchpoints, journeys, intervals, channels, etc;
- Execute the negotiations with the customers;
– Export all data for specific analyzes;
– Integrate with your CRM via API.
correctly and with the best practices
The algorithm of this feature dynamically changes likes & dislikes, so you can identify the most critical points of each journey and ensure your customers satisfaction.
Better than word clouds, SoluCX's Machine Learning identifies the the sentiment of the comments and it is possible to follow them as indicators
Select a sequence of sending channels, leverage your response rate and ensure the statistical relevance of your CES results at all levels.
Born to prove that the concept of surprising the customer is not the main factor for customer loyalty, the Customer Effort Score (CES) or Customer Effort Index (CEI) recommends that the less effort the client has to fulfill his objectives, the greater the chances of brand loyalty. This is a specific satisfaction indicator for services, suitable for short-term analysis, that aims to monitor the Customer Experience, that is, the relationship between the company and its customers. We will talk more about these particularities.
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