Integrations for better customer outcomes
We offer a variety of out of the box and custom integrations
We offer a variety of out of the box and custom integrations
Since we integrated CX Index and ICC we have created really powerful synergies. The results speak for themselves, and we are really excited by the prospect of future projects and integrations.
CX Index has a dedicated team that specialises in integrations. We integrate SAP, Salesforce, Tableau, Snowflake, Freshworks, Zendesk, MS Dynamics and many more.
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Seamlessly integrate value-added metadata to have the context needed to deliver the best outcomes for your customers and your business.
Analyze and react to a high volume of user feedback with our Natural Language Processing Sentiment Analysis capabilities.
CX Index ensures the right data gets to the right person with appropriate access controls all inside any Environment.
Social Advocate™ automates the process of having your satisfied customers advocate and enhance your brand reputation, improving SEO and increasing sales.
Whether it's Customer Effort Score, NPS or CSAT, the CX Index metrics management tool makes it really easy for you to get set up and get the most value from your metrics.
Agents can track the level of customer satisfaction that relates to their interactions, providing a clear picture.
The unrivalled data analysis tools on CX Index are geared towards moving the dial on things that matter like agent engagement, first call resolution and customer effort.
A two-pronged approach means we extract the best possible value from both positive and negative customer situations.
Check out our most recent CX Index Insights about Contact Centres, Integrations and Customer Experience. Here you can learn about the key to CX success for any organisation.
NPS is much more than a measurement of promoters, passives and detractors. If used correctly and to its full potential, the metric has numerous benefits that can help your business to improve in challenging areas. A well-executed NPS programme will lead to reduced business costs, customers spending more, more new customers through referrals, and fewer customers lost to competitors, amongst other benefits. Below, we explore a number of benefits that prove how NPS improves business outcomes and demonstrate aspects that contribute to the ROI of an NPS programme.
Contact centres can be notorious for offering poor customer experiences. Almost everyone has a story relating to an interaction with a contact centre leaving them frustrated, angry or even more confused about an issue than before they called. While not every negative contact centre interaction can be avoided, it is important to identify the problems in your contact centre to make sure you aren’t perpetuating the stereotype that contact centres are awful and you are doing the best job you can to produce positive customer experiences.
No two customers will have the same perception of what an ideal customer experience should be like. It is up to you to understand who your customer base is so that you can provide the best service in a holistic way, despite the many differences across who your customers may be.
There are a few steps you can take to make sure that your customers aren’t apathetic spenders who return but don't actively advocate for your brand. This includes focussing on your most loyal customers and integrating them as a part of your brand identity as well as giving them reasons to stay loyal.
A safe way to engage your employees and to promote transparency amongst your teams is to share customer feedback with them. This is of particular importance for the oft under-appreciated frontline employees who interact with your customers on a day-to-day basis. Making your employees aware of what customers are saying about them and their team members, whether positive or negative, can really motivate your employees’ performance as there is much to be learned. Realistically, there are right and wrong ways of doing this. Taking the wrong approach could be counterproductive, leaving your staff confused, disappointed or distracted. The suggestions below should help constructively share feedback, adding value to your employee engagement strategy.
We have developed a list of some of the most interesting customer experience focused books out there. Broken into three categories (Brands, Loyalty and Delight), these are the books you should read if you are looking for inspiration to recharge your organisation’s existing CX programme or infuse a new mindset of customer-centricity into your operations.
While hold times are inevitable in some instances, if there is a consistent trend towards long hold times in your contact centre, you must take steps to alleviate the problem. This is an enormous point of frustration for customers and is entirely avoidable. Customers don’t understand what is going on behind the scenes of a contact centre, so their patience for wait times is very limited. Being kept on hold for a long period of time can turn a neutral or positive customer very quickly into an angry one, so shorter hold times should be a major priority for improving your contact centre.
Many companies have adopted CX-based compensation systems as a means to encourage employees to improve CX based on metrics obtained through customer feedback. While these compensation schemes are popular, they often backfire, creating more harm than good. There are alternative methods to reward your employees for progress that should be considered before adopting a CX-based compensation system.
To perform a robust and comprehensive survey of your customer base you need a high quantity of high-quality responses. If you are keen on improving your company's customer experience (CX) you are likely excited about getting as much customer feedback from your customers as possible. While your enthusiasm for your feedback surveys is great, your customers likely do not enjoy filling them out as much as you may enjoy sending them.