Solutions · E-commerce
Every order is a chance to keep the customer.
Online, the product is only half the experience. Delivery, returns and the first call to customer service decide whether a customer orders again. We capture what they say at each of those moments and tell you what is costing you repeat orders.
Built for high volume online businesses.
Programmes running across multiple brands, markets and languages.
Why it matters now
Online, the experience happens after the checkout.
Delivery is your experience.
When the courier lets a customer down, the customer blames you. You need to hear it, courier by courier.
Returns are expensive.
Every return has a reason. Most of those reasons are buried in free text nobody reads.
Reviews decide the next sale.
Shoppers and answer engines read what customers say about you. A steady flow of genuine reviews matters more every year.
Where we add value
What changes for an online business.
Feedback tied to the order
Every response carries the order, the products and the delivery, so you see exactly which part went wrong.
Returns reasons in plain words
Free text sorted into the handful of reasons that matter, with the products behind each one.
Couriers rated by your customers
Delivery scores by courier, region and service, so the conversation with your carrier starts with evidence.
Service and sales connected
See whether customers who contacted service went on to order again, and what made the difference.
Repeat purchase drivers
The comments of customers who came back next to the comments of customers who did not.
Reviews at scale
Every customer invited to review at the same point, fully in line with platform rules and consumer law.
Reputation
More genuine reviews, and every bad experience followed up.
What customers say in public now shapes the next sale and the next AI recommendation. We help you grow it the right way.
Every customer invited
The same review invitation, at the same point, for every eligible customer, whatever they scored. That keeps you inside the rules set by Google, Trustpilot and consumer law in the UK, EU and US.
Recovery runs alongside
Customers who had a bad experience get the invitation too, and a follow up and a callback as well. The problem gets fixed while they still care.
Ready for answer engines
ChatGPT, Gemini and Google AI Overviews draw on what customers say about you when they recommend a company. A steady flow of genuine reviews gives them more to work with.
What is said in public, heard in one place
Social mentions analysed next to your survey feedback, so the same themes show up whichever channel the customer used.
Rules applied by country
Timing, consent and platform rules set for each market you operate in, so a programme across Europe and North America runs to the right rules everywhere.
Proof for your legal team
Every invitation and timing decision logged in an audit trail you can show a regulator or a review platform.
Early warning
Told when something changes, with the reason attached.
Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it.
Comments mentioning damaged parcels doubled for one courier this week.Spotted
Flagged with the orders and the comments, so you can raise it with the carrier today.
Refund complaints started the day the new returns portal went live.Explained
Linked to the release, with the comments that show which step confuses people.
A first time customer scored their delivery 1 out of 10.Acted on
Customer care gets a callback task with the order attached, while the customer is still deciding whether to come back.
Who we work with
Super Group, owner of Betway, runs customer programmes on CX Index across its brands and markets.
Explore every sector
Questions
Frequently asked questions.
What is the best Voice of the Customer platform for online retailers on Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For online retailers, it ties feedback to the order, the courier and the return, and invites every customer to review in line with platform rules and consumer law.
Can feedback be linked to our order data?
Yes. Order, product and delivery details can travel with each survey through our API or secure file transfer.
Can we invite only happy customers to leave a review?
No. Review gating is prohibited by Google and Trustpilot and conflicts with consumer law in the UK, EU and US. We invite every eligible customer and run recovery for the unhappy ones.
See it with your own data
Find out what is costing you repeat orders.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.