Business

Redefining What it Means to Understand Customer Experience

Published October 15, 2020·Written by Ilaya

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According to a recent survey by Gartner, companies that have seen a positive revenue growth collect more customer experience data than non-growth companies. However, collecting direct feedback from customers is only half the story of customer sentiment, especially with increased opportunities for the customers’ voice to be heard through multiple channels. Unsolicited feedback, such as online reviews on e-commerce platforms, contact center logs emails and chat, or any other free text messages, offer a wealth of information for companies who are able to collect and analyze these. This has reshaped what it means to respond to customers in a meaningful way. 

In order to empower marketing teams to act on insights generated from integrated feedback, Wonderflow has partnered with Microsoft to enhance the feedback management capabilities of Dynamics 365 Customer Voice. Now, automated collection and analysis of vast amounts of data from indirect sources is combined with direct survey feedback to create a complete feedback management solution for your organization. 

In the following Customer Voice and Wonderflow demo video, advanced AI instantly captures feedback from an online shopping product review page, which enriches your data and builds powerful insights.

Enriched understanding of customers

A meaningful relationship with customers is built on a foundation of listening, understanding and responding to feedback. With Wonderflow and Dynamics 365 Customer Voice, feedback management not only exists as an asset but also as a central tool to truly understand your customers. Wonderflow provides an out-of-the box solution to the existing capabilities of Customer Voice to capture indirect consumer feedback from an e-commerce website. This is accomplished through advanced Natural Language Processing which analyzes customer reviews and provides key insights.

In order to get a complete overview of customer experience both direct and indirect feedback have to be analyzed. If only one is analyzed, there is not a complete and accurate overview of customer experience. Most companies merely focus on direct feedback as it is the only data that can be analyzed manually in comparison to thousands of indirect feedback comments online. Consequently, as Wonderflow provides an automated analysis through its advanced NLP now companies have a consumer friendly, cost and time saving product that provides a complete overview of customer experience.

Together in one dashboard, direct survey responses and indirect data come alive to show product ratings over time, what features are most loved by customers, the sentiment score, and predictive capabilities which highlight what improvements offer the best return on investment.Holistic customer profiles that tell specific customer sentiment enable organizations to build a cohesive response to customers, all while saving you critical time in analyzing results and developing a meaningful response. Synthesizing disparate data to surface visualized insights can help you prioritize decreasing customer satisfaction and strengthen your product offerings, all while intelligently managing feedback. 

Continuous progress monitoring with AI powered alerts and notifications from Wonderflow and Customer Voice help organizations capitalize on rich data to maintain excellent customer service. Exceeding customer expectations starts with ensuring complete feedback capture and analysis and ends with closing the loop across all channels with optimized responses.

Increased organizational agility with seamless solutions

Customer feedback management is critical to the customer experience transformation within organizations, but many are finding the complexity of centralizing and automating activities a challenge. Combining Wonderflow and Dynamics 365 Customer Voice simplifies this process across your applications, ensuring your digital channels and interactions feature enhanced personalized experiences.

Enhance efficiency of a data scientist’s time

80% of a data scientist’s time is spent preparing and managing data, while only 9% of their time is spent uncovering insights (Forbes). Adding outside feedback input, such as the data collected by Wonderflow, to direct survey feedback creates endless possibilities in enhancing customer profiles. Wonderflow provides an intuitive and frictionless approach to combining customer feedback from any e-commerce platform; creating a core system of prepared data marketers can tap into.  

Combining Wonderflow and Customer Voice, turns the platform into a key application in standardizing feedback across your organization. Augmenting data into your existing Microsoft dashboard, adds to your unified view of your customers. Fully amplified data that seamlessly lives across your organization negates slow insights-to-response time, empowering you to quickly uncover the next best action and drive customer relationships. 

Get started today 

Understanding your customers has quickly become the cornerstone to building brand loyalty and it has never been more important to connect with customers as their voice is critical to your business. Available in January 2021, the Wonderflow solution for Customer Voice empowers organizations to capture a holistic view of customers, combining direct survey feedback and indirect feedback from product reviews to drive meaningful relationships quickly and efficiently.

View the product demo and register to be notified of the launch.

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