As customer expectations continue to evolve in a complex post-pandemic landscape, businesses are under more pressure than ever to listen to and understand their customers. 70% of customers say they are more likely to buy from brands who understand their needs and 89% of people are willing to share feedback to ensure they get the best service.
In a world where delivering excellent experiences is crucial to the success of any business, many CX focused tools are beginning to prioritise the power of customer feedback. A host of today’s CRM, CCaaS, and analytics tools provide dedicated tools for automating the collection of client insights.
Today, we’re going to be looking at some of the most popular reviews we’ve shared of CX tools with their own built-in solutions for collecting and analysing customer feedback.
1. HubSpot Service Hub
Designed to provide service professionals with all of the tools they need to delight customers in one space, the HubSpot Service Hub is an all-in-one solution for CX success. The software comes with access to branded customer portals, where clients can issue support requests, automated self-service systems, and contextual insights about customer preferences.
For collecting feedback and insights into the voice of the customer, HubSpot Service Hub comes with automated workflows which allow businesses to send surveys and questionnaires to their clients. This can help businesses to combine the quantitative data they have about customer satisfaction, with genuine insights from their target audience.
In this HubSpot Service Hub review, you’ll learn everything you need to know about the platform, and it’s tools for understanding customer expectations and experiences.
2. Verint Predictive Insights
Created by the experts at Verint, the Verint “Predictive Insights” service provides companies with a useful way to unify various forms of data, for a deeper understanding of customer sentiment and experience. The easy-to-use ecosystem helps businesses with collecting and analysing structured and unstructured data across multiple channels.
With Verint, companies gain access to a unique “Priority Index”, which captures and evaluates feedback from every interaction and touchpoint, consolidating it all into one place. The tool also allows users to calculate intelligent “experience” scores for each customer, determine which issues need to be resolved as quickly as possible.
This Verint Predictive Insights review covers everything you need to know about the platform’s features. These capabilities include intelligent data management, surveys for CSAT and NPS scores, real-time alerts, and competitive benchmarking.
3. Zoho One
A popular tool for managing all kinds of business processes, Zoho One helps to bring employees together around a shared goal of enhancing customer experience. The scalable and customisable ecosystem can integrate with a wide range of existing CX tools, including CRM systems and contact centre solutions. Plus, it’s available to access across multiple devices.
Zoho One provides users with a shared environment where they can automate sales professes, track information about different clients, and create dedicated portals for customers. There’s also access to tools for customer journey mapping, and customer segmentation based on purchase history and satisfaction levels.
In our Zoho One review, business leaders can learn all about the multitude of features offered by Zoho’s ecosystem. This platform even includes the option to create custom surveys for customer feedback, and users can access over 500 intelligent reports.