Omniconvert Pulse leverages Natural Language Processing (NLP) to detect the main issues from open-ended responses. This advanced technology helps you identify common themes and sentiments without manually sorting through vast amounts of text.

Yes, you can monitor the issues over time, broken down by specific steps in the customer journey, store locations, channels, customer segments, brands, categories, or geographic locations. This granular view helps pinpoint and address problems precisely where they occur.

The platform allows you to set up alerts for various decision-makers based on detected issues. These alerts ensure that the right people are informed immediately, enabling prompt and appropriate actions.

Absolutely. You can generate tailored reports for various stakeholders, ensuring that each report focuses on the relevant areas of interest for each audience. This keeps everyone informed and aligned on the progress of the customer experience goals.

Our platform allows you to gather feedback at various stages of the customer journey, including pre and post-delivery, as well as post-usage or consumption. This ensures you capture comprehensive insights at critical touchpoints.

Yes, you can collect and analyze feedback from both online and in-store channels. Additionally, you can segment data by customer segment, country, location, store, brand, product category to gain a deeper understanding of the areas of improvement.

Our platform supports tracking key customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). You can also ask and track any custom questions relevant to your business needs. On top of the metrics related to customer experience, we can also calculate and track critical metrics like Customer Lifetime Value, Customer Retention, Revenue, and pretty much anything you can think of.

Our solution offers flexible reporting options, allowing you to customize reports to highlight the metrics that matter most to your business. You can easily visualize performance against other periods, or against targets that you can set and share the insights with your team to drive improvements.

Our user management system enables you to set different levels of internal transparency and access. This ensures that team members see the data they need while maintaining control over sensitive information.

Yes, you can track the NPS or CSAT and drill down at employee level, linking the customer feedback directly to specific employees or teams. Some of our customers motivate their employees by using these metrics, and we help them also validate that the sample size is statistically relevant. This helps identify the employees that perform the best and the worst.

Our platform seamlessly integrates with Shopify, Magento, Vtex, but also with Salesforce or custom builds. We also integrate with engagement tools, including ad platforms (Meta, Google), email marketing services (Klaviyo, Sendgrid), helpdesk systems (Gorgias, Zendesk) and our own website experimentation tool, Explore.

You can define triggers based on customer segments and feedback scores (NPS, CSAT, CES) to initiate real-time actions. For example, you can define rules to automatically create a ticket in your helpdesk solution when a loyal customer from a specific segment gave you a low NPS score in order to treat that in real-time.

Our solution blends qualitative data from open-ended responses with quantitative metrics like NPS, CLV, Revenue, etc. This comprehensive approach helps you understand the main issues reported by your most loyal customers and measure their impact.

You can track the pulse of the most significant issues reported by customers. The platform provides ways to visualize and prioritize these issues, ensuring that you focus on resolving the most critical problems first.

The platform allows you to monitor the expectations gap versus the delivery gap. By analyzing feedback at various stages of the customer journey, you can identify discrepancies between what customers expect and what is delivered, helping you close the gap effectively.

Yes, our solution supports comprehensive analysis across multiple channels and segments. You can collect feedback from email, SMS, website, app, and in-store, and analyze it by customer segment, location, brand, or product category to get a holistic view of the customer experience.

Our intuitive survey builder makes this job very simple. You can use our predefined templates or build it yourself: define the type of questions you need, set up logic branching, adjust the look & feel to fit your brand and preview your surveys before deployment. However, you don’t have to worry about this, as our customer success team will be by your side and can make this happen for you.

Yes, our platform provides real-time monitoring of response rates and engagement metrics, allowing you to quickly identify trends and adjust your tactics to increase the number of responses.

We offer various survey formats, including widgets, popups, and full-page surveys. To ensure data quality, you can include open answers, scales, grids, unique or multiple-choice questions, and limit responses.

Our solution supports feedback collection through multiple channels such as email, SMS, websites, apps, and in-store, providing a comprehensive view of your customer’s experience across all touchpoints.

You can define triggers based on customer segments and NPS scores to take immediate action. For instance, automatically push data to ad platforms (Meta, Google), email marketing tools (Klaviyo, Sendgrid), or helpdesk solutions (Gorgias, Zendesk) to respond to customer feedback promptly.

Logic branching allows you to create dynamic surveys that adapt based on respondents’ answers. For example, if a customer is a detractor, you can take him on a different path than if it is a promoter. This ensures that each respondent only sees questions relevant to them, improving their experience and the quality of the data collected.

Absolutely. You can create detailed audience segments based on their purchase history, custom attributes, or their responses. This segmentation helps in targeting specific customer groups more effectively for follow-up actions or marketing campaigns.

Yes, our platform supports seamless integration with a wide range of tools, including ad platforms (Meta, Google), email marketing tools (Klaviyo, Sendgrid, Salesforce, etc), and helpdesk systems (Gorgias, Zendesk, Freshdesk, etc.). This ensures that you can easily push and sync data across your existing ecosystem for comprehensive customer management.