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Customer Experience

Deliver a superior customer journey using structured social media feedback

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Enhance customer satisfaction, boost loyalty, and optimise retention with real-time customer journey mapping and monitoring. Leading CX teams are using volunteered customer feedback from social media to deliver customer-centric products and services. Agile organisations requiring accurate and real-time feedback can no longer afford to rely solely on backwards-looking tools like Net Promoter Scores.

CX feedback distilled from the noise

Operational data pertaining to your customer journey stages and channels is distilled from extraneous data. Our solution separates the reputational data that is driven by marketing campaigns, press coverage, and CSI from the key CX-related data. This division ensures that your reading of CX performance is not skewed.

Customer feedback organised by journey stage and channel

Inbound social media feedback is classified by the customer journey stage and channel allowing you to understand where customers are talking about you in relation to their customer lifecycle. We show you how people feel at particular journey points and what issues are driving their sentiment.

Understanding feedback by channel allows you to assess how customers interact with your various touchpoints, such as call centres, mobile apps, web portals and other options customised per industry.

Benefits of BrandsEye's CX solution

Our solution is used by the world's leading CX teams to understand how customers experience their products and services in omnichannel journeys.

Gather real-time and unsolicited customer feedback

Gather real-time and unsolicited customer feedback

Keep your finger on the pulse of customer opinion and how it shifts over time. Social media provides a real-time stream of feedback that you can use to compliment backwards-looking surveys or lagging metrics like Net Promoter Score.

Understand the topics and channels driving customer sentiment

Understand the topics and channels driving customer sentiment

Understanding customer sentiment is important but understanding what specific issues are driving that sentiment is crucial to making informed customer-centric changes. BrandsEye provides you with the voice of the customer at a scale and accuracy that has previously remained unachievable.

Monitor and measure the impact of your interventions

Monitor and measure the impact of your interventions

Businesses are constantly improving their channels, from revamping of mobile apps to store layouts. These interventions prompt sentiment-bearing responses from customers on social media. BrandsEye connects the identifiable drivers of negative customer experiences to your operations team so that you can make tailored customer-centric improvements.

Standardised industry-specific competitive benchmarking

Standardised industry-specific competitive benchmarking

Benchmark performance according to industry-specific schemas, over specified time periods in multiple locations. Understanding your CX strengths and weaknesses in relation to your competitors is key, particularly on social media where so much of the feedback is negative.

Keep your finger on the pulse of public sentiment
to deliver superior customer experience

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