Releases 🚀

Introducing your new and improved Review Stream

2023-06-21T14:02:10.126Z

Managing your reviews just got easier 🎉

We're excited to announce a significant update to your Review Stream, packed with new improvements designed to make your review monitoring and management tasks more efficient.

The updated Review Stream now comes with a fresh look and improved user experience, with all the features you know and love, plus a few extra.

Here’s what you can expect.

Enhanced search and filters

Discover the power of convenience and speed in finding exactly what you need.

You can now effortlessly search for reviews using a variety of filters including language, reply status, date range and more.

Also, our advanced search allows you to find reviews containing specific words or even based on customer information like a name or email address.

Full control over your response templates

With the ability to create, edit, or delete your response templates, your review replies will always hit the mark.

Use templates to address common themes, or set up repeated phrases like salutations and sign-offs to further streamline your review reply workflow.

Share reviews via email

Need some input from a colleague or want to share a company win?

You can now send reviews directly via email from the platform, fostering smoother collaboration with your team.

How to access the updated Review Stream

You’ll find the newly enhanced Review Stream via the purple banner at the top of the platform. If you want to continue with the classic version, you can easily revert to the old design there too.

Reply to Reviews 3x Faster With the New AI Reply Assistant

2023-05-24T07:00:00Z

We’re thrilled to announce the launch of AI Reply Assistant, the tool that crafts instant, personalised review responses with just one click.

Reclaim Your Time

With AI Reply Assistant, you can respond to all your reviews in minutes, freeing up resources that you can reinvest into your business.

Build Your Reputation

Businesses that reply to reviews are seen as 1.7x more trustworthy. AI Reply Assistant makes it easy to boost your response rates, so you can attract more customers.

Make Your Customers Feel Heard

AI Reply Assistant doesn't just generate stock responses. It understands the exact topics and sentiments of a review to craft personalised, human-like replies that show customers you care.

Stay in Control and Maintain Consistency

AI Reply Assistant gives you the flexibility to review each reply before hitting ‘send’, ensuring that your responses maintain that all-important human touch.

How to Get Started With AI Reply Assistant

AI Reply Assistant is an add-on to our new and improved Review Stream, with prices starting from 50 EUR a month. To find out more or to get set up, request a call from your Customer Success Manager and they’ll be in touch soon.

In-Email Survey

2022-08-04T13:33:38.774Z

Get Better Response Rates With New In-Email Surveys

Your survey invitation just got better! We’re excited to announce that you can now display the first question of your survey right in the body of the email. The end result? A higher response rate and even more valuable feedback. Let’s take a closer look at how it works.

Reduce Friction For Your Customers

Previously, customers reached your survey via a button in your invitation email. With our new feature, they can answer the first question directly in the email.

On answering this question, your customer will be taken straight to the full survey to pick up where they left off. Their response will be saved, and their screen will automatically focus on question number two.

With a seamless transition from the email invitation to the survey, the in-email survey feature reduces friction, resulting in even more responses. Interested? Here’s what you need to know:

How To Set It Up

Want to get started with in-email surveys? Set up couldn’t be simpler.

Go to the ‘Settings’ menu and click ‘Automated sending’
Click ‘Edit’ on your email invitation and then ‘Show first question in email’
To see what it will look like, just click the ‘Preview’ button. You’re good to go!

Just remember, to display in the email, your first survey question must be a ratings-style question such as NPS, CSAT or CES. If it is free text, multiple choice or any other type of question, the invitation email will show the original button to take customers to the survey.

In-Web & App Surveys

2022-06-29T13:24:00Z

Capture Feedback In The Moment With Our New In-Web And In-App Surveys

We’re so excited to announce the launch of in-app and in-web surveys! Also known as microsurveys, they offer a short, targeted and timely way to collect customer feedback right inside your website or app.

With lots of use cases and instant, actionable data, we can’t wait to see how microsurveys will get you even better results. But first, let’s dive in and learn more about this powerful feedback tool. Here we go!

In-Web And In-App Surveys vs “Traditional” Surveys

Traditional surveys are multi-question or multi-page and are often sent to the customer via email. These types of surveys still hold tremendous value, providing deep insights that are key to any Voice of the Customer program.

But there are some instances where bigger isn’t necessarily better. Microsurveys are the perfect complement to traditional surveys, targeting the here and now of specific customer scenarios.

What Makes In-Web And In-App Surveys Different?

Microsurveys ask just one core question (with an optional conditional question), making them quick and easy to complete. By reducing the number of steps the customer needs to take, microsurveys reduce friction.

As they appear right on the screen, they also eliminate the need to leave the website or app to give feedback. This results in a higher response rate and even more valuable data for your business.

Microsurveys allow you to ask the right questions at the right time with customisable triggers. Your microsurvey could appear on a certain page, like a booking confirmation. Or it could pop up when a customer clicks a specific button, for example after hitting ‘Send’ on a message. This helps capture feedback when the topic is still fresh in the customer’s mind (which will again make them more likely to respond!)

How To Use In-Web And In-App Surveys

In-web and in-app surveys can be used for many different question types depending on your business goals. This includes:

Numerical ratings (for metrics like NPS, CSAT and CES)
Star ratings (e.g. to share opinions on the quality of an article)
Free text fields (e.g. to provide suggestions about a product)
Multiple choice (e.g. to give a reason for cancellation)

Sounds Great! How Do I Get Started With In-Web And In-App Surveys?

Simply schedule a call with your Customer Success Manager who will answer your questions and help you get set up!

Text Analytics

2022-05-12T14:23:00Z

Understand Your Reviews At Scale With Text Analytics

One of the most important things we do at Customer Alliance is help clients not only collect but also analyse customer feedback. Part of that is understanding exactly what they're talking about. That's where text analytics comes in!

How Does It Work?

In a nutshell, Text Analytics combines rule-based modelling of human language with various data technologies.

Working together, they break down a piece of text, identify each phrase with a sentiment or feeling and give a score to each phrase.

This helps the computer to really understand its meaning, including the writer’s intent, and determine whether the phrase is positive, neutral or negative.

How Text Analytics Helps You Get More From Your Reviews

This new feature allows you to analyse all your reviews at once, showing you the most popular topics amongst your customers, how many times each has been mentioned and even the exact reviews that contain those topics.

You can then dive even deeper to see which subtopics are being mentioned (for example, if one of your main topics is ‘Facilities’, your subtopics might include ‘Bar’ or ‘Parking’).

More than one location? No problem! You can also see how your reviews are split between each one, while filters allow you to focus only on reviews with a specific sentiment or left during a certain period of time. If the review is not in your language, you can even translate it on-screen.

To sum up, text analytics helps you better understand your customers’ expectations and get valuable feedback in just a few clicks. Get in touch with your Customer Success Manager to find out more!

Customer Journey

2022-03-16T13:24:00Z

Understand Satisfaction At Every Touchpoint With Our Customer Journey Tool

The customer journey refers to the series of interactions a customer has with your company before, during and after a transaction. From following your brand on social media to telling a friend about your product or service, every interaction (or touchpoint) plays a vital role in your overall customer experience.

That’s why we want to make it easy to visualise your customer journey from start to finish. Along with a holistic view of satisfaction throughout the journey, our Customer Journey Tool also enables you to analyse, compare and track each individual touchpoint for maximum impact.

Why Visualise The Customer Journey?

Research has shown that 80% of customers today consider the experience a company provides to be just as important as their product or service. Visualising the customer journey offers a strategic approach to better understanding your customers and their expectations.

In turn, this provides you with a valuable opportunity to optimise the customer experience. The end result? Greater customer satisfaction, more return business and increased revenue over time.

Every touchpoint along the journey has the potential to affect the customer’s course of action. For example, if an online check-out process is too complicated or asks for too much information, they may simply abandon the purchase completely.

By analysing and comparing data across each step of the journey, you will be able to quickly identify any problems and get a thorough grasp of satisfaction drivers.

Our Customer Journey Visualisation Tool At A Glance

This feature allows you to fully understand your VoC scores per touchpoint, all in one place. Let’s take a closer look at what you can do with the Customer Journey Visualisation tool:

Filter by date range – Drill down your customer journey data in just a couple of clicks, enabling easy comparison and valuable insights.
Compare metrics like NPS, CSAT, CES and your Public Reviews Score – Discover your performance across every touchpoint, with tangible numbers laid out in a clear, visual way.
Create touchpoint benchmarks – Track your progress over time with a clear and simple graph, allowing you to react quickly if scores begin to slip.
Respond to negative reviews along the customer journey – Build trust, solidify your reputation and make sure your customers feel heard.

How To Access The Customer Journey Tool

From your dashboard, scroll to the left-hand menu and click ‘Analytics 360’.
A drop-down menu will appear. From this menu, click ‘Customer Journey’.

My KPIs

2022-01-15T14:25:00Z

How To Customise Your Dashboard To See Your Most Valuable KPIs

KPIs (or Key Performance Indicators) are a powerful business tool, helping to measure success, get crucial insights and keep objectives front of mind.

Just as every company and role is different, so are the KPIs most important to your goals. For example, a hotel may find the most value in guest reviews, while a car dealer’s primary focus might be their NPS (Net Promoter Score).

With that in mind, we’ve made it easy for you to customise your dashboard around the results most relevant to you. You can not only choose the metrics you want to monitor (like Public Reviews Score, Customer Effort Score, or Net Promoter Score) but also set up operational tiles (showing things like the number of review invitations sent, their open rate, or the stats from a specific review portal).

Why Are Voice Of The Customer KPIs Important?

As a business, you are constantly striving to improve your customer experience and eliminate any roadblocks standing in the way. But unless you are measuring your results, you’ll have no idea how successful you have been. That’s where KPIs come in.

These figures can answer important questions for your brand, including whether you are meeting customer expectations, how well your processes are working and if customers are likely to recommend you to others.

Which KPIs are most relevant to you will depend on your business type along with your overall objectives. For a more in-depth look at some key KPIs, take a look at our helpful article: How to measure customer satisfaction KPI: NPS, CSAT, CES, & CLI.

The ‘My KPIs’ Dashboard At A Glance

A simple, tiled layout – See the essential information for each KPI in an easy-to-read format
Create benchmarks to assess performance – Compare your data vs your group or from a previous year or time period.
Filter your KPIs by date – Use custom or set date ranges to quickly find the information you need.
Drilldown into each tile – Find deeper insights and more valuable data in just one click
Unique, role-based dashboards for every user – Fully customise your page according to your specific needs. Any changes you make will only affect your dashboard and won’t impact what other users see.

Want Customise Your Dashboard? Let’s Get Started!

Navigate to ‘My KPIs’ under the ‘Dashboard’ section on the left-hand menu
Click the ‘Edit’ button
Add a tile by clicking the ‘+’ button in the bottom right-hand corner
Rearrange the tiles as you like by simply dragging them to the desired location