We harness the power of feedback to drive meaningful improvements and enhance your Customer Experience.
Manage all your Voice of Customer data in one place, understand what your customers love and what they don’t, and take action to boost your scores by up to three times—all while complying with the highest European data security standards.
Today’s customers are more vocal than ever. They don’t just respond to your surveys—they leave comments on social media, review your app, and share their thoughts on their experiences.
But how do you make sense of all these? Tracking KPIs like NPS or CSAT is no longer enough; you need to understand why those numbers are changing. Feedback shouldn’t just be collected—it needs to be deeply understood across all the sources.
The days of simply creating a survey, emailing it out, and manually analyzing the responses are behind us.
Create and distribute surveys to your customers.
Then, import, aggregate, and analyze all your feedback data from any source whether it’s surveys, phone calls, support conversations, or online reviews—all in one platform.
Identify the most frequently mentioned customer issues in real-time—without the need for manual analysis.
Gain insights into what influences your key metrics like NPS or CSAT, and make immediate, consistent improvements to enhance Customer Experience.
Ask any questions and get answers based on your customers’ comments.
Get tailored recommendations and actions designed to improve your scores and solve common issues.
Set rules and triggers for automatic notifications based on specific feedback or actions in other systems, using matching criteria.
Add your colleagues at no extra cost to efficiently address and resolve issues.
In this brochure, we dive deep into Netigate CX:
How can you gain a complete overview of your customer experience?
How do you automatically generate insights?
How can you understand your customer feedback in context?
What is generative AI, and how do you turn insights into actions?
All this and more in our brochure:
We manage the entire Customer Journey Lifecycle. With Netigate, you can create any type of customer survey to measure every touchpoint—using our ready-made templates or fully customized options.
In addition to survey responses, we gather all your data from various sources and KPIs into a single platform. This enables you to map the entire customer journey, ensuring that no customer voice goes unheard.
Grönklittsgruppen, a leading tourism and hospitality company in Sweden, faced challenges in managing feedback across their diverse range of businesses. With numerous visitor surveys and feedback channels, they needed a solution to centralize and analyze customer feedback effectively.
By implementing Netigate, Grönklittsgruppen was able to consolidate feedback from various sources, gaining a clearer understanding of customer needs and preferences. This allowed them to make data-driven decisions that improved customer satisfaction across their parks, resorts, and attractions.
After Implementation:
Unleash the Power of Feedback
Book a meeting with our experts, and we’ll show you how our 360º Customer Experience Management solution can help you in your business decisions.
Book a 30-minute call. Tell us about your needs and see our platform in action.
It can sometimes feel like the sole purpose of collecting customer feedback is to show how great a company is: positive NPS scores, glowing reviews, or relatable case studies on the website.
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Our Dashboard provides a comprehensive overview and management of customer journeys, touchpoints, and data. It enables real-time tracking of CX performance, identifying key themes and drivers in feedback, and analyzing sentiment across all languages. The dashboard automatically highlights the most critical actions that require immediate attention and offers specific improvement suggestions through “Phrase Detection”.
With weighted prioritization of feedback, Netigate CX brings the most important responses to the forefront, recognizing both positive and negative trends in customer feedback.
The system allows for the creation and tracking of automated events, assigning responsibilities, and monitoring the progress of actions. By assigning monetary value to events, prioritization and resource allocation are optimized. Comparisons across touchpoints or customer segments help identify performance gaps. All text responses are visible in the dashboard and can be sorted and processed by importance, enabling systematic insights into actions and linking them to company metrics.
Leverage insights to take immediate, effective actions and gain a clear understanding of how customer feedback impacts their experience. Netigate CX provides both volume-based insights—tracking the frequency of specific words or statements in feedback—and trending insights, which highlight unusual mentions, such as sudden spikes in feedback on issues like “errors”.
By filtering insights, you can pinpoint which customer segments are discussing specific topics—whether it’s your most valuable customers, certain geographic regions, or users of specific devices. Close the feedback loop by turning every insight into action, assigning tasks to colleagues, and tracking progress on the events page to ensure that every piece of feedback is addressed and customers are informed of the steps taken.
Ask Lumoa is our newest feature powered by generative AI, designed to help you understand customer feedback more precisely. You can select any data type (e.g., from a specific time period or touchpoint) and then ask AskLumoa what you want to know about that data. Our AI will generate a clear and well-founded answer to your question.
While Netigate CX offers multi-language analytics, Ask Lumoa’s AI has been primarily trained and modeled to work with English questions and responses. You can ask questions in any language, and Ask Lumoa will attempt to respond in that language, but for the best results, we recommend asking your questions in English.
Ask Lumoa analyzes every piece of feedback in your data, searching for relevant keywords and specific statements related to your question. Based on this analysis, it generates an answer. This means it won’t be able to answer questions like “How was the weather today?” (unless, for some reason, your customers are talking about it 👀).
Please note that when using Ask Lumoa for conversations, the AI focuses on summarizing the conversation rather than analyzing the entire dialogue to generate a response.
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Copyright © 2024 Netigate AB, 