Overview of SurveySensum
SurveySensum is an AI-enabled Experience Management Platform designed to help businesses capture, analyze, and act on real-time customer feedback. This platform is tailored to enhance customer experience (CX) by providing comprehensive tools for measuring and improving customer satisfaction.
What SurveySensum Does
SurveySensum enables businesses to create, distribute, and analyze customer feedback surveys, focusing on key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). The platform is designed to streamline the feedback process, converting raw data into actionable insights that can drive business improvements.
Key Features
1. Customizable Surveys
- Users can create and customize surveys using a variety of templates for NPS, CSAT, CES, and employee engagement. Surveys can be tailored to specific customer segments, such as new customers or high-value users.
2. Multi-Channel Distribution
- Surveys can be distributed through multiple channels, including email, WhatsApp, SMS, social media, and embedded URLs. This flexibility ensures that feedback is collected from various touchpoints, aligning with customers’ preferences.
3. Advanced Analytics and AI-Driven Insights
- The platform uses AI and machine learning (ML) to perform automated text analysis of open-ended feedback in multiple languages. It also provides real-time sentiment alerts, enabling immediate issue resolution.
4. Real-Time Feedback and Alerts
- SurveySensum offers real-time feedback collection and alerts for negative sentiment, allowing businesses to address customer issues promptly. Notifications can be sent to team members via Slack or CRM, ensuring timely follow-up.
5. Automated Workflows and Survey Throttling
- The platform automates survey distribution, response collection, and result analysis. It also includes survey throttling to prevent survey fatigue by controlling the frequency and volume of feedback requests.
6. Integration with CRM and Other Tools
- SurveySensum integrates seamlessly with tools like Salesforce, HubSpot, Slack, and Zapier, making it easy to track and act upon customer feedback within existing business ecosystems.
7. Data Security and Privacy
- The platform prioritizes data privacy with robust encryption protocols, access management, and regular vulnerability assessments. Data is securely stored on private servers following cloud security best practices.
8. Ease of Use and Support
- SurveySensum is designed for ease of use, allowing users to launch surveys in as little as 30 minutes. The platform also offers exceptional support with a 1-hour SLA (Service Level Agreement) and expert CX consultation.
9. Comprehensive Analytics Dashboard
- The analytics dashboard provides a clear overview of survey data, enabling businesses to identify friction points in the customer experience. Data can be filtered by demographics, pricing plans, and top trends.
Benefits
- Improved Customer Satisfaction: By gathering and acting on real-time feedback, businesses can enhance customer satisfaction and retention.
- Enhanced Operational Efficiency: Automated workflows and integrations streamline the feedback process, reducing manual labor and increasing the speed of insights.
- Data-Driven Decision Making: Advanced analytics and AI-driven insights help businesses make informed decisions to improve their products and services.
- Multi-Language Support: The platform supports feedback collection in over 100 languages, making it a global solution for diverse customer bases.
In summary, SurveySensum is a powerful tool for businesses seeking to leverage customer feedback to drive growth, improve customer experience, and enhance operational efficiency. Its robust features, ease of use, and strong support make it an invaluable asset for any organization focused on customer-centric strategies.