CX Listen - Voice of the Silent (Vos) Every Voice Matters.
Imagine knowing how every customer feels, even when they don't share feedback.
Product Overview
Today's businesses are making critical decisions based on a tiny fraction of customer feedback, using traditional feedback mechanisms that only capture a small and often biased sample of customer opinions. Since most customers don't actively share their experiences, businesses remain unaware of the significant sentiments affecting their broader customer base. This can lead to unaddressed pain points, missed opportunities for improvement and misguided strategic decisions.
CX Listen leverages an Al-fueled machine learning algorithm to capture 100% of customer session data, identifying hurdles, assessing business outcomes and providing a holistic view of customer sentiment and experience - even when feedback isn't explicitly shared.
Benefits
- Complete & Reliable Insights: Utilize CX Listen to gain real insights from silent customers. This will enhance your understanding of customer satisfaction and enable you to make data-driven decisions with confidence.
- Uncover Hidden User Issues: Identify and resolve underlying problems and struggles hidden in non-textual customer feedback. CX Listen ensures that every piece of data is effectively utilized, guiding your focus for continuous improvement.
- Prioritize Effectively: Prioritize strategic enhancements based on comprehensive customer data, focusing on changes with the highest business impact.
- Data Synergy: Integrate CX Listen with other Glassbox modules for a holistic analysis and accurate insights that provide a deeper understanding of customer interactions.
- Unified Ecosystem: Enhance customer intelligence by integrating CX Listen with your existing Voc solution to obtain feedback that represents all customer voices.
Key Features
- Sophisticated Al Algorithm: Capture 100% of customer session data with advanced Al that scans millions of sessions, identifying similar journeys, page interactions and business outcomes. Discern similarities between customers who provide feedback and those who do not, and draw insights from the entire customer base.
- Comprehensive Sentiment Analysis: Go beyond limited and biased perspectives to assess customer sentiment comprehensively and determine your true customer
satisfaction score. - Integrated VoC Solution: Leverage Glassbox's native Voc solution and avoid the need for additional tools, reducing complexity and data fragmentation. With Vos already built in, gain comprehensive insights without managing multiple systems.
Summary
CX Listen ensures every customer's voice is heard, transforming silent data into actionable insights. You'll be empowered to make informed decisions that resonate with all customers while prioritizing changes that deliver the greatest impact.
