Turning Customer Feedback into Real-time action

What is real-time analytics?

• The use of, or the capacity to use, available enterprise data and resources when needed.

• Dynamic analysis and reporting, based on data entered 60 seconds ago

• Viewing and using data as wanted, needed and requested

Source

Two types of Real-time analytics

• On-demand Real-Time Analytics: Also known as the reactive approach or the pull approach.

• The analytics is delivered once the user requests the query

• Continuous Real-Time Analytics: Also known as the proactive approach or the push approach

• The user will be sent alerts continuously. The analytics is running in the background.Source

Are you listening to your customers?

Why collect Customer Feedback?

• To understand the evolving needs of the customers

• To know what customers think about your product compared to your competitors’

• To know how your employees treat the customers

• To understand the current trends in the market in tandem with customers expectations

Application of Real-Time analytics for Customer Feedback

• Can provide up-to-the-minute information about the enterprise’s customers

• Information can be received during the span of customer interaction

• Present it in a way which enables the users to make quick business decisions

• Can support instant refreshes to the dashboard

• Can reflect changes throughout the day

Real-time feedback capture

• Paper surveys are now outdated

• By collecting feedback in real-time, it helps in understanding the customer’s experience

• Actionable feedback in real-time will lead to customer delight

#iamdelighted

Benefits of Real-time feedback collection

• A relationship is built beyond the mere transaction

• Customers feel their opinion is valued and it matters

• Identify the aspects which customers don’t like

• Insightful for customer service staff

• Access to large amount of customer data

• Create future goals based on the data collected

Benefits of Real-time feedback collection

• Enable decision making using the data collected

• Empower employees to act upon the feedback and improve the customer experience before they leave the store, restaurant et al

• With the data repository, customer needs can be met even before they are demanded i.e. proactively

• Do an analysis on consumer behaviour with the help of the data collected

Cloudcherry can help you

• Cloudcherry’s real-time feedback capture and analytics tool is available across multiple channels

• Set alerts for the responses received and concerned people can be notified if the customer has rated you low in one of the aspects

• The dashboard works on continuous real-time analytics

About Cloudcherry

Cloudcherry is a Singapore-based SaaS Product company and maker of the first Real-Time Customer Sentiment Mapping tool for SMBs and Enterprises.

https://www.getcloudcherry.com/

https://twitter.com/getcloudcherry

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