Real “Voice of the Customer”
Not just a collection tool
We have a voice and customer-centric approach to CX, with technologies, methodologies, and services designed to make it easy for the customers needs to be surfaced and their voices to be amplified throughout organisations, from the front line to the boardroom.
Talk or Type
Online Voice is a fresh engagement experience that combines the convenience of online feedback with the rich insight of voice feedback. It allows the customer to give feedback how they want to, whether that is via talking or typing.
“Choice of the Customer”
No more being forced through long and arduous surveys causing feedback fatigue. The dynamic design of Online Voice allows the “Customer” to tell you what is most important to them and exactly how they feel about it.
Built in smarts make it super fast for respondents to share what is on their mind and for organisations to quickly capture this in a meaningful and useable way.
Built for needs
One of the biggest gaps in CX for organisations is understanding their Customer Needs. Online Voice is designed so organisations can easily capture and track performance against those needs.
- We do Qual & Quant. Whatever metric you need Online Voice can support it.
Invite Across Channels
Customer Needs & Drivers
Deep dive into Customer Needs and understand Customer Drivers (root cause) so you know exactly where to focus and what action to take.
- Alert for vulnerable or at-risk customers
- Know when you receive a low score
- Capture unhappy customers before they become a complaint
- Let your staff know when they have wowed a customer
Our customer engagement technology is the most sophisticated on the market allowing you to do things like:
- Dynamic looping
- Decision trees
- And much more…
Device & Platform Agnostic
- Nothing to download or install
- No reliance proprietary systems
- Works on all devices that can access a browser
- Real customer sentiment
- No guessing
- Unmatched accuracy
- And the “why” behind the emotion
Online Voice can be used to ask the right questions, at the right stage, via the right touchpoint with the right measure.
- Realtime APIs
- Elastic search engine
- GDPR compliance
- Multiple Ban lists
- Root cause analysis
- Role-specific dashboards
- Integration friendly