Delighted Product Overview
Delighted is a comprehensive customer experience management platform designed to help businesses gather, analyze, and act on customer feedback. Here’s a detailed look at what Delighted does and its key features.
What Delighted Does
Delighted is primarily used to collect customer feedback through various survey tools, with the goal of aligning customer needs with business growth and improving overall customer satisfaction. The platform is built on the Net Promoter Score (NPS) system, which includes a single question and an open-ended comment box to capture detailed customer insights.
Key Features and Functionality
Survey Creation and Distribution
Delighted allows users to create and customize surveys from scratch, using a variety of question types such as multiple choice, text, numerical scale, and graphic scale options. The platform is highly intuitive, enabling users to create, publish, and share surveys quickly and effortlessly. Surveys can be distributed through multiple channels, including email, social media, web pages, QR codes, and even in-person kiosks.
Customization and Special Properties
Delighted offers extensive customization options, including the use of “Special Properties” that allow for dynamic updates of survey elements. These properties can update the subject line, question, intro message, and other aspects of the survey based on the recipient. This ensures personalized and relevant surveys for each customer.
Integration and Scalability
The platform integrates seamlessly with various tools and systems, such as Gladly, Klaviyo, Mailchimp, and HubSpot. Delighted also supports API and webhook integrations, making it highly scalable and adaptable to different business needs. This integration enables automatic posting of customer feedback to conversation timelines and the creation of tasks for follow-ups within existing workflows.
Reporting and Analytics
Delighted provides robust reporting and analytics capabilities. For its CX solutions, it offers prebuilt reports such as over time reports, snapshot reports, pivot table reports, additional questions reports, and benchmark reports. These reports can be filtered by date or specific trends and are automatically generated as feedback is received. The Surveys product also includes visual summaries, attractive charts, and the ability to compare results between questions directly within the platform.
Mobile and Accessibility
The platform is optimized for mobile use, allowing users to create surveys and analyze feedback trends on the go. This ensures that businesses can stay on top of customer feedback throughout their busy workweek, regardless of their location.
Collaboration and Sharing
Delighted facilitates team collaboration by enabling users to share feedback findings easily. Team members can comment directly on reports, and the platform supports sharing individual responses, single questions, or entire reports with teammates, whether or not they have Delighted accounts.
Delighted Surveys vs. Delighted CX
Delighted offers two main products: Delighted Surveys and Delighted CX.
- Delighted Surveys: This is a from-scratch survey experience ideal for ad hoc survey projects. It is great for collecting specific insights on customer preferences, habits, and interests. It offers quick and simple report-building and sharing, along with more flexibility in survey question design.
- Delighted CX: This is an all-in-one customer experience solution that includes NPS, CSAT, CES, 5-Star, and Smileys-Likert surveys. It is designed to reveal customer insights over time and drive action with evergreen surveys, time-tested distributions, reports, alerts, trends, and dashboard filters.
In summary, Delighted is a powerful tool for collecting, analyzing, and acting on customer feedback, offering a range of customizable survey options, robust analytics, and seamless integrations to enhance customer experience management.