Medallia and Qualtrics are amazing products and exist as market leaders for a reason. They have incredible overarching analysis to gauge how customers experience your brand across all touchpoints. But oftentimes specific feedback at the contact center or journey level is lost, leaving operational managers to hypothesize improvements through trial and error.

Mindful Feedback is focused on gathering customer feedback when its fresh, pushing that feedback through to managers in real time, so that teams can make improvements that have near instant impact. Instead of waiting days or weeks to learn that there was a global billing bug or lack of training on a new product, real-time feedback lets managers hear from customers immediately, address the problems, and prevent countless other customers from having similar experiences.

Closing the loop is faster, too. Mindful Feedback is instant, so negative surveys can be followed up and remedied before detractors hit review sites or social media with a scathing write-up. Following up will also build brand trust, turning potential churn into loyalty.

Many survey or voice of customer companies reach out minutes, hours, or days after an interaction. Completion rates go down, negative reviews get posted, and any positive glow wears off during that time.

Not to mention the receiving end—many times, these surveys are pumped into a much broader dashboard over days and weeks, removing the timeliness needed to address an issue, as well as losing the tie to an agent, journey, or other specific experience.

Real-time surveying means customers get a survey instantly after a call. And real-time insights means that survey result gets fed to analysis—and to managers, depending on keyword triggers—instantly. No more waiting around for results to come in to learn about a new process or part of the journey. Start gathering and acting on feedback now.

Native integrations (streamlined connections that fast track the implementation process) are live with Genesys Cloud, Amazon Connect, Twilio Flex, Five9, Talkdesk, and Avaya OneCloud. Since Feedback was built with contact centers in mind, these integrations are crystal clear, data integrity remains high, and new clients can get up and running in a day or so.

Mindful Feedback also integrates to Salesforce, and has robust APIs that can be used to connect to other data endpoints in a tech stack.

Mindful Feedback can be purchased through Genesys AppFoundry, AWS Marketplace, and Twilio Marketplace. It can also be purchased direct from the Mindful team.