Increase customer satisfaction by 31%
Reduce customer effort by 22%
Reduce cost of service by 17%
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Mine existing channels in minutes, not weeks, with out-of-the-box connectors
Clean and consolidate unstructured feedback from millions of organic and solicited interactions in any channel
Support cases, webchat, call center, Slack channels, surveys, and more — in one view, contextualized with customer attributes
Track progress against custom goals, such as decreases in SLA breaches, references to recurring issues, competitor mentions, and more
Score themes that customers raise by friction level, based on urgency and emotional impact
Understand the difference between “nice-to-have” and mission-critical
Use the signals your customers use to express effort — a configurable combination of language, length, and timing
Prioritize product, service, and operational improvements based on measurable customer effort impact
Proactively identify and remove friction from your CX
Measure workload, response, and resolution times by case type, theme, product line, customer segment, and channel
Easily identify and address process gaps where it matters most
Prioritize deflection based on measurable team effort impact
