Main Popularity Expertise Administration Firm Brings Collectively Buyer Expertise and On-line Popularity Administration
REDWOOD CITY, Calif. — Might 21, 2020 — Popularity.com, supplier of the primary — and solely — full Popularity Expertise Administration (RXM) platform, in the present day introduced three new modern merchandise: Popularity Rating X, a next-generation device that mixes at-a-glance efficiency metrics with prescriptive analytics; Suggestions Anyplace, an open platform integration layer that enables customers to consolidate buyer suggestions from disparate information sources into one dashboard; and Conversational Surveys, an SMS-based survey device that enables clients to supply in-the-moment suggestions by way of private cellular gadgets. Via these improvements, Popularity.com bridges the hole between two historically siloed classes: Buyer Expertise (CX) and On-line Popularity Administration (ORM), to convey collectively and lead Popularity Expertise Administration (RXM) throughout your complete buyer journey.
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Primarily based on suggestions from main enterprise manufacturers and the shopper experiences they attempt to ship, Popularity.com launched three new merchandise with the Way forward for Work in thoughts. Popularity Rating X is the modern evolution of Popularity Rating, a benchmark metric that consolidates all suggestions information to supply particular person firm outcomes set towards an business rating. By including built-in information analytics to an already sturdy device, customers can carefully handle each touchpoint throughout the shopper journey, and act on prescriptive suggestions sooner to drive buyer retention and income progress. With Suggestions Anyplace, customers can now profit from an open API layer that enables exterior information supply uploads, similar to survey outcomes, straight into the platform to create one complete and actionable view of buyer suggestions. Lastly, with the brand new Conversational Surveys device, corporations can survey their clients via a conversational consumer interface, SMS textual content message, and create fast and simple touchpoints to assist prolong their repute’s attain.
“Our buyer expertise crew is thrilled to be utilizing Popularity Rating X: it gives our staff with actionable insights based mostly on the conversations they’re having with our clients,” mentioned Marc Cannon, Chief Buyer Expertise Officer, AutoNation. “Popularity Rating X is the one true benchmark of what the shopper is de facto pondering, and helps our staff constantly present a greater model expertise.”
Enhance Each Buyer Interplay with Popularity Rating X
The following-generation of Popularity Rating, Popularity Rating X, is an business first and presents a singular metric that measures each touchpoint throughout the shopper journey and gives prescriptive suggestions into areas of enchancment. Popularity Rating X positions a enterprise’s rating towards the common business rating, in order that customers can see how they fare towards the competitors. With prescriptive suggestions, customers can instantly enhance each buyer interplay, set and full objectives, and take steps to extend their rating.
Suggestions Anyplace – Open Integration Platform Improves Workflow Efficiencies
The Popularity.com platform leads with an intuitive consumer expertise to ship buyer information in a single highly effective but easy-to-access dashboard. With the addition of an open-access platform, Suggestions Anyplace customers can handle a number of information streams from all suggestions channels, no matter whether or not the information is structured or unstructured, to create a holistic view of the shopper journey. Suggestions Anyplace customers can now leverage Popularity.com’s best-in-class analytics engine and apply it to all suggestions channels, no matter their level of origin, to create a consolidated but in-depth view of information and buyer responses.
“A few of the largest manufacturers on the earth already use Popularity Rating X and Suggestions Anyplace to be the place their clients are,” mentioned Popularity.com CEO, Joe Fuca. “From social media to critiques to surveys, we make it straightforward to grasp and reply to buyer suggestions.”
Fill the Buyer Suggestions Hole with Conversational Surveys
Conversational Surveys are performed by way of SMS textual content message to assist organizations attain extra folks, fill the gaps in survey suggestions, and generate extra buyer critiques. With SMS message open charges of 82%, Conversational Surveys produce greater completion charges than their web-based counterparts as a result of they facilitate a extra pure interplay between a model and its clients. Assembly clients the place they’re – on their smartphone – and soliciting in-the-moment suggestions is an efficient approach to rapidly shut the survey loop.
Popularity.com pioneered the web repute administration (ORM) class and now extends its management place to incorporate its award-winning Popularity Expertise Administration (RXM) platform that constantly delivers modern, customer-driven options. The SaaS-based platform manages tens of hundreds of thousands of critiques and interactions throughout a whole lot of 1000’s of buyer touchpoints. The patented algorithms behind Popularity Rating X are based mostly on greater than a decade of deep machine studying and information science experience, offering companies with a dependable index of brand name efficiency that they will use to make focused enhancements. Popularity.com has over 250 integration companions, together with Google, Fb, Salesforce, J.D. Energy, Amazon and Net.com, and helps companies of all sizes throughout industries Get Discovered, Get Chosen and Get Higher. To be taught extra, go to www.repute.com.