Wootric Overview
Wootric is a comprehensive cloud-based customer experience and feedback management software designed to help businesses measure, analyze, and enhance customer satisfaction.
What Wootric Does
Wootric enables companies to gather and act on customer feedback through a unified view of the Voice of Customer (VoC) across various channels. It aims to boost customer happiness by providing insights into customer experiences, allowing businesses to make data-driven decisions to improve their services and products.
Key Features
Micro-Surveys and Feedback Collection
Wootric uses single-question micro-surveys to measure key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). These surveys can be delivered through multiple channels, including in-app, website, email, SMS, and even within platforms like Intercom and Slack.
Advanced Targeted Sampling
The platform allows for advanced targeted sampling by triggering surveys based on specific customer attributes and events. For example, surveys can be triggered after a support case closure, product purchase, or account renewal. This feature helps in segmenting users into meaningful groups and gathering feedback relevant to different user types.
AI-Powered Analytics
Wootric leverages AI-powered analytics to surface themes, sentiment, and trends in customer feedback. This is achieved through industry-specific machine learning algorithms, providing rich insights into customer satisfaction drivers and areas for improvement.
Integrations
The software integrates seamlessly with a wide range of platforms, including Salesforce, Zendesk, Hubspot, Gainsight, Totango, Segment, and various email platforms like MailChimp and Marketo. These integrations enable the synchronization of Wootric survey data with existing systems of record, ensuring that feedback is actionable and accessible across different teams.
Core Properties and Customization
Wootric includes core properties such as Survey Channel, Survey Name, Created At Date, Survey Language, and Response Age Cohort, which are automatically generated and can be used for filtering and reporting. Additionally, businesses can pass custom properties to Wootric to segment users and trigger surveys based on specific attributes.
Multi-Language Support
The platform supports surveys in 38 languages and counting, making it suitable for global businesses. It also handles picklist answers and provides a unified reporting language for easier analysis across multiple languages.
Functionality
- Survey Customization: Businesses can customize surveys to fit their specific needs, including setting up different surveys for different languages and user groups.
- Data Syncing: Wootric allows for the syncing of survey data with other internal apps and platforms, ensuring that feedback is integrated into existing workflows.
- Real-Time Insights: The platform provides real-time insights into customer feedback, enabling immediate action to improve customer satisfaction.
Overall, Wootric is a powerful tool for businesses looking to enhance their customer experience by leveraging detailed feedback and advanced analytics. Its robust features and integrations make it a versatile solution for managing and improving customer satisfaction across various touchpoints.