Get a quantitative and qualitative analysis of all your points of sale and those of your retail partners.
Are standards being upheld? How is the competition doing? What should we improve or change? Tap into data from Google and TripAdvisor. Consolidate multiple sources of data to get a truer picture of your quality of service and the in-store experience:
Surface your strengths, weaknesses and any points of friction encountered
Understand shoppers’ attitudes and preferences
See trends. Compare stores, local markets and competitors
Detect any immediate operational issues or red flags
Identify new opportunities and prioritize investments
Better understand the experiences of customers using your products and services – and those of the competition. What keeps them loyal and engaged? What makes them switch? What do they value? What do they avoid?
Better understand the user journey and the purchase path
Improve your acquisition and retention strategies
Find out what makes consumers share their experiences both good and bad
Detect any negative feedback on the product use, application or packaging
Benefit from a quantitative and qualitative analysis of your product portfolio so you can innovate and improve
Linkfluence Customer Experience platform enables you to analyze multiple sources of voice-of-the-customer data to give you a fuller picture of the customer experience.
It uniquely consolidates both structured and unstructured data from ratings and reviews platforms along with social conversations and even your own 1st-party and digital data.
Consolidate and analyze multiple CX-oriented sources in the same place
API access to an extensive catalog of ratings & reviews platforms. Include offline research, surveys, customer feedback, chats and call transcriptions
With Customer Experience, Linkfluence is the only platform that provides a unified view of CX in both the Western world and China.
If you monitor Customer Experience in your stores, add Dianping to Google Reviews to understand the point of view of Chinese customers.
If you want to assess the experience of consumers buying and using your products, reviews from Taobao, Tmall and JD.com are essential to understand Chinese consumers.
Linkfluence Customer Experience is uniquely built around a methodological framework and a data structure designed by insight professionals and data scientists. It provides you with both quantitative and qualitative insight. It includes specific scorecards and data visualizations that you can explore and filter.
Extract insight from textual data thanks to natural language processing. Over 60 languages supported
Normalize ratings and metrics across platforms
Analyze trends and cohorts over time
Transforms raw ratings & reviews into clear categories and dimensions that can be exploited by brand, product, operational and customer experience teams
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