All there is to know about knowing your customers.
In 2021, we added the Voice of Customer platform Survey Dynamix to our company (read the acquisition news here) and we’re very excited to fold its capabilities into our ecosystem as Mindful Feedback. These downloadables are perfect to learn more on your own or share with your team.
Overview of Mindful Feedback
Key benefits, features, and an overall introduction to this real-time insights and feedback tool.
Using Mindful Feedback with Medallia or Qualtrics
While premier VoC solutions give amazing breadth, see how Mindful Feedback augments vital touchpoints by turning signals into immediate action.
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Turn insight into action with Mindful Feedback.
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Know your customers.
Knowing exactly what your customers are experiencing, thinking, and saying is critical for success. When delivered in real time, these insights can be used to make immediate changes, crafting a glowing customer journey that squashes negative experiences before they snowball.
Understanding the voice of customer at any given moment proactively prevents negative experiences from happening again.
Close the loop before it escalates.
Detractors are the Achille’s heal to any business. But when customers can give immediate feedback and receive a response in minutes, negative experiences never reach the light of day, and customer trust is grown exponentially.
Feedback designed for fast-paced contact centers.
When CX surveys get aggregated into a mix of NPS, CSAT, or CES metrics, contact center operators lose insight. Mindful Feedback surveys are tied to a specific agent and experience and reported in real time, identifying clear opportunities that can be acted on instantly.
Connect and integrate anywhere.
With a variety of channels to serve surveys through, you can drive completions by meeting customers. And it’s all plugged in natively, so data can travel from your telephony stack and CRM to CX visualizers.
Still have questions?
No sweat—here are some of the most commonly asked Qs and As about Mindful Feedback.
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.