Knowing what customers need and expect at each stage of your company’s customer journey is something that you can only find out by asking them. With customer feedback, you’ll get a clearer picture of your customer’s experience at each stage, and learn what you need to improve it. By gathering customer feedback strategically, you can enhance the customer’s journey and systematically close the gaps recognized in your map. Using Dropthought, you automate survey distribution to get continuous feedback in real-time. Collect feedback through the channels you already use with your customers or embed them directly into your emails and web pages for better response rates.

One of the biggest challenges for CX professionals is creating a customer-centric culture throughout the organization. Creating a culture around customer experience will give your employees the CX data that they can ‘actually’ use. Dropthought seamless point-n-click insight center is completely customizable, with no added costs or professional services. You can create dashboards with KPI’s, comparisons, and analyses that you want to see and how you want to see them. Dropthought allows you to build the product around your needs, and not the other way around. Hear your customers and the signals in real time to take meaningful action!

With Dropthought customized survey programs, your company can gain a more complete comprehension of your customers and measure their experiences since there will be regular guidance and help from our customer success executives.

Uncover the sentiment, topics discussed, and categories of subjects mentioned with Dropthought sentiment analysis. Find the “who”, “when”, “what”, “why” and “where” in customer experience surveys, and turn unstructured data into structured data. Text analytics guides you to better ‘listen’ to what customer conversations revolve around and what is driving your scores. Dropthought captures customer data and enables you to analyze feedback information using text analytics and sentiment analysis.

Apart from exploring the most commonly used customer experience KPIs, including the Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES), Dropthought experts will help you set your customer experience KPIs. We give you a full report on the major touch points you should utilize to measure customer satisfaction and how often you should track and review KPIs. It is vital to track and review the relevant KPIs and metrics so that you can gauge whether your customer service efforts are paying off, and fine-tune your strategies if necessary.

With Dropthought predictive analytics you can lay down the puzzle pieces together and view what the result of initiatives will actually be. Predictive analytics allows you to dig deeper into your gold mine to discover what’s truly driving your customer’s experience. Essentially, predictive analytics is used to reverse-engineer the actions taken by customers to drive strategic decisions that will result in a positive outcome for both your customers and your company. No more guessing about what customers truly want.