Product Overview of Alchemer
Alchemer, formerly known as SurveyGizmo, is a comprehensive and flexible platform designed to enhance data collection, analysis, and feedback management for businesses. Here’s a detailed look at what Alchemer does and its key features:
What Alchemer Does
Alchemer is a cloud-based integrated feedback platform that combines advanced survey software technology with an extensible architecture and low-code design. This platform enables businesses to collect, integrate, and consolidate feedback from multiple sources, ensuring that the right people within the organization can act on this feedback promptly.
Key Features and Functionality
Data Collection and Feedback Tools
- Alchemer offers a variety of pre-configured surveys, workflows, and feedback collection tools. This includes the Activated NPS Solution for improving customer satisfaction and reducing churn, and the Sales Motion Optimizer for collecting customer feedback while ensuring GDPR and CCPA compliance.
In-App Customer Interactions
- The platform allows for in-app customer conversations through the Message Center, where businesses can initiate conversations based on customer responses. Features include showing Love Dialogs to gauge sentiment, Rating Dialogs to encourage app store ratings, and Prompts to engage customers with relevant actions.
Experience Customization
- Businesses can fully customize the look and feel of interactions to match their app and campaign branding. This includes using images, rich text elements, and in-line links to enhance engagement and messaging.
Reporting and Analytics
- Alchemer provides robust reporting and analytics tools, such as the Love Percent and Fan Signals to identify customer sentiment. It tracks ratings requests, interactions, app store ratings, active users, and customer retention. The platform also allows for downloading survey data and setting up email alerts for critical metrics.
Integrations
- With over 400 integrations, Alchemer connects feedback to various business systems, including help desks like Zendesk and UserVoice, CRM systems like Salesforce, and other tools like Slack and Apptimize. It also supports webhooks and custom API integrations to analyze interaction and app data outside the platform.
Security and Access
- Alchemer ensures high levels of security with automatic encryption of user data, multi-user support, and compliance with GDPR and CCPA. It also supports SAML 2.0 single sign-on with various identity providers like AD FS, Azure, Okta, and more.
Workflow Automation and Low-Code Design
- The platform features a low-code design that allows business users to create workflows and processes without requiring IT development resources. This makes it easy to implement and adapt the solution to specific business needs, with an average Time to Go Live of just 3 weeks.
Scalability and Accessibility
- As a cloud-based SaaS solution hosted on Amazon Web Services (AWS), Alchemer offers high availability worldwide and the ability to quickly scale capacity to meet demand. It is accessible via mobile devices and provides role-based dashboards and reports.
Additional Capabilities
- Alchemer offers various product levels (Collaborator, Professional, and Full Access) with differing capabilities such as complex reporting, different question types, and higher levels of integrations.
- Additional features include Single Sign On, Website Intercepts, Panel Services, and SMS Distribution products.
- The platform is recognized in the Gartner Magic Quadrant for Voice of the Customer and the Forrester Customer Feedback Management Solutions Landscape, underscoring its credibility and effectiveness in managing customer feedback.