Overview

Eloquant’s Voice of the Customer solution focuses on gathering real-time customer feedback through satisfaction surveys, enabling businesses to understand and act on customer experiences effectively. The platform supports multiple channels and touchpoints to capture customer sentiment immediately after interactions, helping organizations identify improvement areas, enhance customer loyalty, and drive business growth. Its easy-to-configure surveys and advanced analytics enable tailored feedback collection that aligns with business goals and customer expectations.

Features and Capabilities

• **Multi-channel Feedback Collection: **Capture customer satisfaction data via email, SMS, phone, web, and chat channels to maximize reach and response rates.
• **Customizable Surveys: **Design flexible and tailored surveys aligned with specific business needs, including NPS, CSAT, and CES metrics.
• **Real-time Analytics and Reporting: **Access live dashboards and detailed reports to monitor customer sentiment trends and identify pain points immediately.
• **Automated Workflow Integration: **Seamlessly integrate survey feedback with CRM and contact center platforms for efficient case management and follow-up.
• **Closed-loop Feedback Management: **Empower agents and managers to respond quickly to negative feedback, converting unhappy customers into promoters.
• **Segmentation and Targeting: **Segment respondents by customer profile, behavior, or interaction history to deliver personalized survey experiences.
• **Compliance and Security: **Ensure data privacy and compliance with GDPR and other regulations, protecting customer data throughout the feedback process.
• **Scalable Architecture: **Suitable for small to large enterprises, the platform supports high survey volumes and diverse industry needs.
• **Advanced Text Analytics: **Analyze open-ended responses using sentiment analysis and keyword extraction to uncover deeper customer insights.
• **Automated Alerts and Notifications: **Trigger alerts for critical feedback to relevant teams, enabling proactive service recovery and process improvement.