Wootric Overview
Wootric is a leading Customer Experience Management (CXM) platform designed to help businesses, particularly cloud-based companies, maximize customer lifetime value by enhancing customer satisfaction, retention, and engagement.
What Wootric Does
Wootric enables organizations to measure and improve customer experience through targeted feedback collection and advanced analytics. The platform is used by prominent companies such as DocuSign, Hubspot, and Zoom to drive actionable insights that lead to more delightful, productive, and easeful customer experiences.
Key Features
1. Microsurveys and Feedback Collection
Wootric uses single-question microsurveys to measure key metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). These surveys can be delivered through various channels, including in-app (web and mobile), email, SMS, and offline channels.
2. Advanced Targeting and Segmentation
The platform allows for hyper-targeted surveys based on customer attributes and properties. This involves passing custom properties to Wootric, enabling the segmentation of users into meaningful groups and triggering surveys at specific touchpoints such as onboarding, support interactions, feature use, and renewal.
3. Analytics and Reporting
Wootric utilizes machine learning to analyze high volumes of feedback data, providing deep insights into customer sentiment. The platform offers highly customizable dashboards that allow businesses to report on metrics that are crucial to their operations.
4. Integrations
Wootric integrates seamlessly with a wide range of tools and platforms, including Salesforce, Segment, Intercom, Hubspot, Slack, Mixpanel, Zendesk, and more. These integrations ensure that the voice-of-the-customer program leverages the existing tech stack of the business.
5. Automation and Triggers
Surveys can be triggered by specific events, such as support case closure, product purchase, or account renewal. This ensures that feedback is collected at the most relevant moments in the customer journey.
6. Multi-Language Support
Wootric supports multiple languages, allowing businesses to set up surveys in different languages and ensure that the correct survey is triggered for the right user.
7. Data Syncing
The platform allows for the syncing of Wootric data with other internal tools and platforms used by the team, enhancing data consistency and usability.
Additional Functionality
- Customizable Surveys: Businesses can customize surveys to fit their specific needs, including follow-up open-ended responses to gather more detailed feedback.
- Single Sign-On (SSO): Wootric supports SSO options like Azure Active Directory for secure and convenient access.
- Software Development Kits (SDKs) and APIs: The platform provides SDKs and APIs to facilitate deeper integration with various applications and systems.
By leveraging these features, Wootric helps businesses prioritize product improvements, engage brand advocates, and ultimately enhance customer satisfaction and loyalty.