Traditional customer experience surveys often have blind spots.
Measurement accuracy and visibility varies depending on what point in the customer journey is sampled. Response rates and scores vary based on how customers are contacted - Email, Chat and Web surveys may have different scores. Multi-tier partner networks across different geographies and languages also add complexity to the required scale and scope of listening points that must be measured.
eXalt Knowledge Bots provide a new way to measure and improve customer experience.
Imagine surveys that can be fully customized and placed at different points in the customer journey and at different partner sites while being continuously monitored. Knowledge Bots can deliver more measuring points as surveys can be customized for appearance or logic so that they can be embedded at any point in the journey.
Knowledge Bots can deliver higher response rates as customers can choose how they want to respond (Email, Chat, Web or Text).
This continuous monitoring of a network of customized measuring points can then route detractors to the right resource just in time and convert them to promoters. Integration with CRM or other marketing sites is fully automated.
Knowledge Bots leverage AI customer experience measurement to segment results and detect clusters. Knowledge Bots determine the “why” behind the score with open ended questions that are analyzed using Natural Language Processing (NLP).
Knowledge Bots are built to change and adapt. As survey questions and logic change Knowledge Bots keep metrics for all survey versions in sync providing critical continuity in trending metrics and measuring continuous improvement.
70% of customers who stopped doing business with a particular brand said it was due to a poor customer experiencePew
Benefits of Customer Experience Measurement
Knowledge Bots offer customer experience measurement for the end-to-end customer journey.
Knowledge Bots have the required flexibility to support rapid customization of templates and logic so that surveys can be embedded wherever needed seamlessly.
Allowing respondents to respond how they choose to customer experience surveys (Email, Chat, Web or Text) in a more interactive dialog improves response rates.
Knowledge Bots put AI in marketing research to understand what Is behind a score. Knowledge Bots have extremely flexible conditional logic and conversational expertise to support open-ended answers. This paired with Natural Language Processing helps identify the true reasons for scores and identify what is working and what needs improvement.
Measure and Improve CEX along the Entire Buyer Journey