Introduction B2B organizations must prioritize ensuring customer satisfaction to identify and address any issues, in order to maintain a positive relationship. A top clothing manufacturer that collaborates with major global clothing brands needs to assess their customers’ satisfaction level regarding the provided services. The company faced a challenge where a traditional survey would not suffice as it tends to tire out participants and does not meet the organization’s high user experience standards. Additionally, the company sought to view the survey results in real-time with intricate analytics and text analysis. The Solution The clothing manufacturing company’s challenge was effectively addressed by Emojot through the implementation of their Customer Experience Management (CXM) solution. The CXM solution offered by Emojot proved to be the perfect fit for the clothing manufacturing company, as it provided multiple deployment methods, including email. The company was seeking an engaging and eye-catching way to capture customer satisfaction in real-time, and Emojot’s solution achieved this through the use of a customized sensor embedded in an email sent to customers. Emojot solution consists with the following: Results The use of Emojot’s solution resulted in the following outcomes for the leading clothing manufacturer with a global client base: Conclusion In conclusion, Emojot’s Customer Experience Management solution proved to be the ideal fit for a leading clothing manufacturer seeking an effective way to capture customer satisfaction in real-time. Through the use of a customized and branded Emotion Sensor™, personalized email templates, a real-time analytics dashboard, and score-based customized reporting, Emojot was able to provide the clothing manufacturer with valuable insights into their customers’ satisfaction levels. The company was able to identify key strengths and pain points, improve customer goodwill, and make data-driven decisions based on advanced data analysis tools and AI-based text analysis. Overall, Emojot’s solution helped the clothing manufacturer maintain a […]
A group of veterinary hospitals used Emojot's solution to collect customer feedback and improve their customer experience, understand customer representative KPIs, and enhance their online presence. The Emojot platform proved to be a powerful tool that provided valuable insights into customer experience and representative KPIs. By leveraging these insights, the group was able to make informed decisions and implement targeted improvements, resulting in exceptional experiences for their clients.
Are you struggling to manage your business’s online reputation? Are negative reviews and comments hurting your brand’s image? Emojot‘s Online Reviews Management (ORM) product can help you effectively monitor and manage your online reputation, ensuring that your brand’s image remains positive and strong. Emojot’s ORM product is a cost-effective and easy-to-deploy SaaS solution that offers a range of features designed to help you manage your online reputation with ease. In this blog, we’ll take a closer look at some of the key features of Emojot’s ORM product and how they can benefit your business. Response Management Emojot’s ORM product offers a comprehensive response management feature that allows you to easily monitor and respond to reviews on over 40 standard review listing sites. This means that you can quickly and easily respond to individual reviews, addressing any concerns or issues that customers may have raised. The sentiment analysis feature of Emojot’s ORM product is particularly useful, as it allows you to get a sense of the overall sentiment of each review. This can help you to identify trends and address any issues that may be affecting your business’s online reputation. Configurable response templates and AI-driven response suggestions are also available, allowing you to quickly and easily respond to reviews with a professional and thoughtful response. Daily review alert emails with sentiment breakdowns ensure that you are always up-to-date with your business’s online reputation. Machine Learning-based review categorization is another useful feature of Emojot’s ORM product. This allows you to categorize reviews based on specific criteria, such as product or service type, and configure alerts based on those categories. This can help you to stay on top of any issues or concerns that may be affecting your business’s reputation. Ticket creation and management processes, as well as competitor analysis and bulk response […]
In today’s highly digitized world, the online reputation of your business is crucial to its success. Providing quality products or services is no longer enough; you must also actively manage and maintain a positive online reputation. Online Reputation Management (ORM) is a process that helps you monitor, manage, and maintain your online perception by responding to negative comments, gaining positive reviews, and monitoring brand mentions. ORM is important because it can make or break your business. Consumers rely heavily on online reviews when making purchase decisions. As per Gartner, 78% of buyers check reviews before making a purchase. Having just a few bad reviews can drive away potential customers, and it can take several positive reviews to regain their trust. ORM strategies can help improve local search rankings and demonstrate customer-centricity by understanding and addressing customer needs. Emojot has an ORM platform that can assist businesses in managing their online reputation. It provides features such as review management, review automation, reputation monitoring, and search engine optimization. Emojot’s customizable response templates for positive and negative reviews, multi-site review listings monitoring with sentiment analysis indicators, and AI-based review response suggestions make it easy to manage your online reputation effectively. In conclusion, ORM is critical for businesses to thrive in today’s highly competitive marketplace. Emojot’s ORM platform can help businesses manage their online reputation effectively, resulting in increased customer loyalty, brand awareness, and revenue. Don’t leave your online reputation to chance; start managing it today with Emojot. With ORM, you can build trust and credibility among potential customers, protect your brand from negative publicity, and stay ahead of your competitors.
The digital era has changed the business landscape dramatically, placing an increased emphasis on customer-centricity and digital transformation. Small and medium-sized enterprises (SMEs) must understand the importance of these factors and adapt to stay competitive in the rapidly evolving market. Customer-centricity has become a critical differentiator for businesses across industries. A Deloitte study found that customer-centric companies are 60% more profitable than those that don’t prioritize customer experience. Moreover, a PwC report reveals that 32% of customers would stop doing business with a brand they love after just one bad experience. Digital transformation also plays a crucial role in business success. According to the International Data Corporation (IDC), worldwide spending on digital transformation technologies will reach a staggering $2.3 trillion in 2023. SMEs must invest in digital transformation initiatives to keep up with customer demands and market trends. To embrace customer-centric digital transformation, SMEs should consider the following strategies: Focus on Customer Experience Management (CXM): Collecting and analyzing real-time customer feedback is vital for understanding customer satisfaction levels and identifying areas for improvement. Effective CXM helps businesses enhance overall customer experiences and fosters long-term customer relationships. Prioritize Online Reviews Management (ORM): With 88% of consumers trusting online reviews as much as personal recommendations, according to a BrightLocal survey, ORM has become essential for maintaining a positive online reputation and attracting new customers. Implement Customer Success Management (CSM): Optimizing customer relationships drive customer advocacy and sustains corporate growth. Bain & Company found that a 5% increase in customer retention can lead to a 25% to 95% increase in profits. Streamline Workflow Management: Efficient workflows improve team productivity and reduce manual intervention. By automating processes such as complaints management and visitor management, businesses can focus more on their customers. Engage in Employee 360-Degree Performance Management: Engaged employees are vital for a customer-centric […]
Introduction The education industry is highly competitive, and it’s critical for institutions to engage with prospective students effectively. For a leading education provider offering a wide range of disciplines, this meant addressing a key issue that was causing them to miss out on potential students. The education provider’s call center played a crucial role in engaging with prospective students, but the manual processes in place were hindering its efficiency. The high volume of daily inquiries led to errors in recording and reporting data, prompting the institute to seek a solution for streamlining the call center operations and improving the overall student experience. Furthermore, various common issues were identified in the call center operation, such as the need for training to manage the labor-intensive manual processes, a lack of synchronization between the call center and student information systems leading to inaccuracies, and difficulty in maintaining the necessary material for prospective students online. The Solution Leveraging its cutting-edge workflow automation solution, Emojot provided the education institute with a customized solution to automate their call center operations. By addressing the institute’s specific needs, Emojot was able to enhance the overall student and call center experience and improve operational efficiency. The call center automation solution involves: Results By utilizing Emojot’s solution, the education provider was able to enhance the efficiency and effectiveness of their key customer touch points, resulting in the following: Conclusion In conclusion, Emojot‘s call center automation solution has proven to be highly effective for the education provider, allowing them to streamline their operations and enhance the overall student experience. With Emojot’s customized solution, the institute was able to improve call center efficiency, increase engagement with prospective students, and make data-driven decisions with ease. These results have undoubtedly given the institute a competitive edge in the highly competitive education industry.
Are you considering investing in a SaaS solution for your business? If so, you might be wondering whether it’s better to opt for an all-in-one platform or a set of best-of-breed solutions. While both have their advantages, in this article, we’ll explore why an all-in-one SaaS platform might be the better choice for your business. First, let’s clarify what we mean by an all-in-one SaaS platform. Essentially, it’s a software solution that offers a range of features and functionalities that can serve multiple needs of your business. For example, an all-in-one SaaS platform might offer customer experience management tools, workflow management capabilities, and email marketing features all in one package. On the other hand, best-of-breed solutions are specialized software tools that are designed to excel in a particular area. For example, you might use one best-of-breed solution for customer experience management, another for workflow management, and a third for email marketing campaigns. So, why might an all-in-one SaaS platform be the better choice? Here are a few reasons to consider: Seamless integration Seamless integration When you opt for an all-in-one SaaS platform, you get a set of tools that are designed to work together seamlessly. That means you don’t have to worry about compatibility issues or integrating data from one tool to another. Instead, you can focus on using the tools to run your business. Lower costs Investing in multiple best-of-breed solutions can be expensive. Each tool typically comes with its own subscription fee, and you might also need to pay for integration services to get them all working together. With an all-in-one SaaS platform, you can often get all the tools you need for a lower overall cost. Easier to manage Having multiple best-of-breed solutions can also make things more complicated from a management perspective. You might need to […]
No business can function without its customers. Your clientele are the cornerstone of your company. Their satisfaction makes or breaks your profits, brand, reputation, and, ultimately, survival as an enterprise. You probably already realize that communicating effectively with your clients and fully understanding their feedback is a vital part of keeping your company thriving, but how can you go about this? Most customers never share their opinions with companies, and those who do tend to be either enthusiastically happy or (unfortunately more often) absolutely exasperated. Of course, you can attempt to send out a lengthy email questionnaire or badger your clients to answer “just a few questions” over the phone, but only a small percentage of your consumer base is likely to take these surveys very seriously. The solution to your customer satisfaction conundrum does, in fact, exist, but you may not have yet encountered this emerging technology. Perhaps you’ve heard the term “voice of customer” bandied about at conferences or in advertisements, but do you know what this actually means? As it goes with many great advances, many businesses don’t yet understand the value of “voice of consumer” tools, or even know what these burgeoning applications are, but they soon will. Becoming an early adopter in this area could have a serious impact on your company’s future. At Emojot, we use “voice of consumer,” or VOC technology to help our clients flourish in this twenty-first century business atmosphere. In the following blog, we define this term and explain why your customers’ feelings matter so much to your enterprise. Vital Components of VOC Before we expound any further on the benefits of VOC, we should first fully describe what it is. Business Dictionary defines it as “collective insight into customer needs, wants, perceptions, and preferences gained through direct and indirect […]
With the acceleration of advanced technology in the world today, the field of patient experience has exploded. As population health efforts grow rapidly, efforts to engage patients about their own healthcare services have become a very popular concept. However, these two concepts – patient experience and engagement – seem disconnected. Although some healthcare professionals talk about engagement in health, they don’t improvise the essential experience of it. Yes, some of them do talk about patient experience but they sometimes forget to focus on an engagement mechanism that’s highly effective. What we refer to here is patient engagement that would help them focus on a faster decision-making strategy that would prove as a positive outcome in terms of the services they provide. If an effective decision-making strategy is not in place, it limits their improvisation scope that won’t help them realize their full potential as a healthcare professional. To solve the disconnection between patient experience and engagement levels, technology vendors have come into the picture to create intelligent, empathetic solutions. With an influx of solutions to pick from, it all boil downs to picking a best-suited technology platform that would act as a foundation to reinforce excellence and help healthcare professionals improve services as and when it is required. So, what kind of solution can really help you eradicate the experience-engagement disconnect? Essentially, it’s a solution that follows an effective customer engagement methodology that would primarily act as the voice of patients (your customers) – across all your departments. Wouldn’t it be great if you could understand how your patients felt every time they pay you a visit? Or, wouldn’t it be greater if they tell you what you’re doing wrong, what you’re doing right and suggest on how you can make things right? We believe that Emojot’ voice of customer […]
Wouldn’t it be great if technology could help your organization understand your customers’ feelings and step in to give you insights on which problem needs fixing, prevent you from doing something that’s not beneficial and point out the return on investment on what you’re doing right? Imagine yourself when a deadline is drawing near, and your software keeps giving you a tough time. Or, maybe you’re upset at your immediate boss and struggle to tell him/her how you feel about his treatment towards you. Imagine yourself when your customers complain about your products/services on social media and destroy the brand image you have built up over the years? It’s an awful experience to go through isn’t it? This is where emotionally aware systems can step in and play a vital role to your brand/organization. Be it your customers, your employees or your target audiences – they need to be understood, at any given point in time. Why, you may wonder? Understanding these segments will certainly become more valuable to your business at each step of a predictable “emotional pathway” as they can transition from being unconnected to being highly satisfied to perceiving brand differentiation to being fully connected. To get to one transitioning point to the other, it is important to engage with your customers to know how they truly feel and connect with them thereafter by acting on what’s necessary. You must know that, connected customers are bound to define the success or failure of your business. To perform this task easily, our platform uses a visual survey mechanism that can be used in a simplified manner to capture emotions of the voice of customers, voice of employees or voice of audiences. Why use a visual survey mechanism? It’s simply because we are visual creatures and 30% of our […]