Sentiment, Effort,
and Custom Metrics
on Every Interaction.

The metrics you care about — customer sentiment, customer effort, and team effort — re-cast as AI-driven leading indicators based on hundreds of variables from 100% of the customer interactions you already have.

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22%Customer effort reduced

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31%Customer sentiment increased

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17%Cost of service reduced

Organic Promoter Score (oPS)
Identify Unhappy Customers, Early.

  • Pinpoint the When and Why Instantly
    Stop guessing at "what happened?" Instantly pull organic verbatims and correlated trends supporting every score, so you can pinpoint when and why things change
  • Categorize Customers with AI-Driven Scores
    Instantly categorize every customer you interact with as a likely promoter, passive, or detractor with AI-driven sentiment scores based on your interactions to date, regardless of whether or not they've answered surveys
  • Fill in the Blanks on Customer Sentiment
    Low response rates? Too many passive ratings? Fill in the blanks about how your silent or neutral majority feel and what they need to become promoters
  • Get Ahead of Bad Ratings and Churn
    Instantly spot detractors and take action to get ahead of their expectations before they give you a lousy survey rating or churn

Custom Organic CX Scoring
Measure What Matters — To Your Business.

  • Tell Customers What Sets You Apart
    Answer the questions unique to your business that make and break your customer experience
  • Score Any Types of Customer Feedback
    Score any type of customer feedback, from system usability to regulatory compliance to customer expertise with your product
  • Customize Natural Language Models
    Customize natural language models to capture specific nuances of your customer relationships and measure their impact on your customer experience
  • Track Progress Against Your Goals
    Track progress against custom goals, such as decreases in SLA breaches, references to reducing specific issue frequency, competitor mentions, and more

Happy customers grow and become advocates. Unhappy customers churn.

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jane doe
marketing director, company name
optional cta

Organic Customer Effort Score (oCE)
Remove Friction Before It Becomes Churn.

  • Pinpoint the When and Why Instantly
    Identify, prioritize and address the issues that make life difficult for your customers before they become deal-breakers
  • Balance Subjective Scores wih Objective Metrics
    AI-based scores balance subjective statements showing how customers feel with objective metrics about what they actually experience
  • Get a Baseline for Your Customers Effort
    Instantly get a baseline for what high, medium, and low customer effort looks like for your business, based on customer interactions to date
  • Advocate for Your Customers Effectively
    Advocate for customers more effectively with hard data about which rough edges in your CX require the most customer effort

Organic Team Effort Score (oTE)
Reduce Cost of Service and Turnover.

  • Identify and Prioritize Customer Effort Themes
    Which problems are harder to solve and why? Rapidly identify and prioritize themes that take more than their fair share of team time and need troubleshooting, process improvement, or additional resources
  • Discover and Scale Win-win Service Patterns
    What do your most efficient interactions have in common? Discover and scale win-win service patterns that resolve customer issues quickly without making your team jump through hoops
  • Allocate Team Resources More Effectively
    Is your team's time going to your most important relationships? Allocate team resources appropriately across your customer base, and make data-driven staffing decisions
  • Offload Self-Service Interactions
    Lighten your team's load by identifying types of interactions best-suited to self-service functionality or deflection

Automatic, high-resolution 100% coverage

Organic CX scores have the supporting data volume, granularity, and rich context you need to explain changes, drive action and predict the outcomes you want to encourage and avoid

Instant
gratification

Retroactively score your organic feedback for an instant read on what makes your customers happy, what’s hard for your customers, and what’s hard for your team

Score any object
you care about

Interactions, customers, customer segments, themes, product areas, and more

Want to see what CX insights
you're missing?