Insocial's Service Experience (SX) platform enables organizations to monitor and improve customer service interactions across various channels, including call centers, websites, FAQs, and chatbots. By collecting real-time feedback at each touchpoint, businesses can identify issues promptly, implement targeted improvements, and enhance overall service quality. The platform offers features such as automated surveys, trend alerts, and performance comparisons across agents and channels, facilitating a proactive approach to service management. By transforming service departments from cost centers to profit centers, Insocial helps organizations increase customer satisfaction, loyalty, and revenue.

Features:

• Multi-Channel Feedback Collection: Gather customer feedback from various service interactions, including phone calls, website searches, FAQs, and chatbot conversations.
• Automated Surveys: Deploy surveys automatically after service interactions to capture timely customer insights.
• Real-Time Alerts: Receive notifications for significant declines in service quality or incoming complaints, enabling swift issue resolution.
• Performance Analytics: Compare performance metrics across agents, teams, and service channels to identify areas for improvement.
• Closed Feedback Loop: Address customer feedback proactively to enhance satisfaction and prevent recurring issues.
• Dashboard Visualization: Utilize intuitive dashboards to monitor key performance indicators and track service quality trends.
• Integration Capabilities: Seamlessly integrate with existing CRM and service management systems for streamlined operations.
• Employee Engagement Tools: Share customer feedback with staff through narrowcasting to foster a customer-centric culture.