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THE COMPLETE

CUSTOMER EXPERIENCE SOLUTION

TO DRIVE TANGIBLE ORGANIZATIONAL SUCCESS
A DEFINITIVE APPROACH TO DRIVE FINANCIAL OUTCOMES THROUGH

CUSTOMER EXPERIENCE

DRIVEN BY MICRO AND MACRO JOURNEY ANALYTICS

CloudCherry helps organizations stay in tune with customers by helping them map complex customer journeys. Switch between macro and micro journeys, and derive actionable insights on critical customer pain points. Compare journeys of different customer groups to understand the nuances of their experiences.

With CloudCherry’s Journey Builder, map customer interactions across multiple touchpoints to build complete end-to-end journeys. Gain actionable insights at each stage of the journey from recommendations on customer likes/dislikes, how to improve loyalty metrics, and other aspects of customer experience (CX).

DRIVEN BY <span>MICRO AND MACRO JOURNEY ANALYTICS<span>
CREATE ONE VIEW OF ALL INTERACTIONS

CloudCherry allows you to incorporate operational, behavioral and transactional data from different sources into its platform to form one single customer system of record. This helps you truly understand the critical drivers of customer behavior.

Our open APIs eliminate the need to view data as individual segments and rather look at it as an aggregated, consistent, and holistic entity. The real-time data updates enable you to generate quick actionable insights to make quick decisions.

CREATE <span>ONE VIEW OF ALL INTERACTIONS</span>
DESIGN DYNAMIC TOUCHPOINTS

Create digital, physical or your own touchpoints to monitor changing customer expectations, track purchase patterns and trigger surveys based on customer behavior across any channel.

Channels such as email, website, and in-app surveys help collect online feedback while channels like smart devices, QR codes, and IVR surveys can be used to collect offline feedback. In addition, our open APIs can be integrated with various services to record feedback in more interesting ways based on triggers.

DESIGN <span>DYNAMIC TOUCHPOINTS</span>
COLLECT DIRECT FEEDBACK

Tap into the power of our omni-channel surveys to capture customer data in real-time. Readily create, customize, and send timely surveys to customers across multiple touchpoints to collect and combine contextual feedback.

CloudCherry offers multiple direct customer feedback channels such as email, website, smart devices, in-app, IVR surveys and more. Quickly customize surveys using CloudCherry’s Questionnaire Builder and send them across direct touchpoints by running multiple campaigns.

COLLECT <span>DIRECT FEEDBACK</span>
CAPTURE INDIRECT FEEDBACK

In addition to direct feedback, CloudCherry provides ears on-the-go capability so that you can listen to what customers are saying about your brand anytime anywhere. Through different online touchpoints, you can track and analyze customer conversations in real-time.

Leverage tools such as Social Listening, our unique CEM Inbox channel that helps you discover customer sentiment even from emails, and capture unsolicited feedback, collate larger customer data sets, and track experiences more naturally.

CAPTURE <span>INDIRECT FEEDBACK </span>
TRACK KEY CUSTOMER METRICS

If you aren’t measuring something, you can’t improve it. We help you not only track key CX metrics but also customize these metrics based on specific conditions. Track any metric across any touchpoint – online and offline – to optimize experiences.

Send Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT) or any other metric-based survey to gauge satisfaction, loyalty and effort in engaging with your company. We bring flexibility around tracking these scores - use a 3-point, 5-point, 7-point, or any scale of your choice.

TRACK <span>KEY CUSTOMER METRICS</span>
CREATE A SINGLE VIEW OF THE CUSTOMER

CloudCherry brings various exclusive customer data sets – behavioral, transactional, observational, and experiential – into a single platform. This helps create organizational alignment around Customer Experience (CX), from top management to the frontline staff, and drives customer centricity.

We offer a flexible and centralized platform to view and analyze customer data. This means that different teams right from Sales and Marketing to Finance and Product are viewing relevant metrics and creating action plans that are in-sync with customer needs.

CREATE <span> A SINGLE VIEW OF THE CUSTOMER</span>
DRIVE FLEXIBLE AND SINGLE-CLICK INTEGRATIONS

Ready-to-go integrations with third-party platforms enable this holistic view of the customer on CloudCherry’s dashboard. These integrations also help close the feedback loop, create personalized campaigns and also run automated Email and SMS surveys.

Readily integrate with contact centers, CRM systems , Email and SMS engines, marketing platforms and more to truly leverage data and build long-term customer engagement. We also integrate with social listening platforms to ensure that you stay on top of social customer service.

DRIVE <span>FLEXIBLE AND SINGLE-CLICK INTEGRATIONS </span>
PROVIDE LARGER DATA SETS FOR STAKEHOLDERS

Fueled by our integrations, organization stakeholders can now view larger and holistic data sets. We bring together different data sets seamlessly and this enables leaders to access a wide range of data, deriving deeper insights by taking into account experiential, transactional, and all other factors that impact the customer's journey.

With a single customer view, a Chief Marketing Officer, who is using Salesforce, for instance, can view CloudCherry metrics (such as NPS and CSAT) directly on Salesforce. This ensures that no customer data or insight is viewed in silo and every decision is driven by the Voice of Customer.

PROVIDE <span>LARGER DATA SETS FOR STAKEHOLDERS</span>
CLOSE THE FEEDBACK LOOP

By seamlessly integrating CloudCherry with contact centers and CRM systems, you get to truly action customer feedback. Close the loop on feedback consistently with the customer through one-on-one engagement which builds trust and loyalty.

Readily integrate with contact centers and CRM systems to act on feedback. Omni-channel responses can be raised as tickets and assigned to contact center agents, who get to view the entire customer journey and the history of transactions from the CRM system in order to personalize contact center interactions and effectively close the loop.

CLOSE <span>THE FEEDBACK LOOP</span>
DRIVE LONG-TERM STRATEGIC CHANGES

In addition to closing the feedback loop on individual customer responses, customer feedback can be used to drive more long-term strategic improvements.

CloudCherry helps you incorporate customer feedback into internal process and strategy improvements, and make organization-wide decisions based on crucial customer insights. CloudCherry's real-time solution aims to drive continuous CX improvements, build proactive digital and in-store strategies, and keep you up to date with what customers are looking for.

DRIVE <span>LONG-TERM STRATEGIC CHANGES</span>
ADDRESS FEEDBACK IN REAL-TIME

With CloudCherry’s end-to-end real-time platform, reduce customer churn significantly. Be alerted of negative feedback and address it in real-time. Intervene and engage with the customer proactively to turn negative experiences into positive ones and ensure that the customer is delighted.

Set conditions for questions in your surveys. For instance, set conditions in your surveys, which when triggered by a customer response, can be used to alert the concerned manager/department in real-time. The manager can then engage with the customer to understand and resolve the issue on time.

ADDRESS <span>FEEDBACK IN REAL-TIME</span>
ANALYZE CUSTOMER DATA WITH STATISTICAL ANALYSIS

Look beyond the obvious and generate truly ground-breaking customer insights. Leverage powerful statistical tools and perform multivariate analysis to understand how different influencing factors of CX are correlated with each other. Look at median, variance, sample standard deviation and other statistical data to discover more interesting correlations between the drivers of CX.

We offer cross-tabulation analysis that produces contingency tables to clearly show the interdependence between variables. Create simple 2*2 contingency tables that compare two variables directly (Sales Revenue vs NPS category) or perform more complex analysis with multiple variables (Sales Revenue vs Month of Sales & NPS Rating).

ANALYZE CUSTOMER DATA WITH <span>STATISTICAL ANALYSIS</span>
BUILD DYNAMIC VISUALIZATIONS OF STATISTICAL DATA

Turn complex statistical data analysis into simple yet powerful visualizations. View data and derive action points from statistical data without hassle. Choose from a variety of flexible visualizations such as bar charts, stacked bar charts, heatmaps, area and scatter charts, etc.

Table bar charts can visualize multivariant analysis, line charts can track the dependency between two different variables, and heat maps use different color grades to help analyze trends. In addition, quickly sort statistical data in different ways so that you can dissect and better analyze data. For instance, organizations can sort best performing stores by “Customer Effort Score” or “Net Promoter Score”.

BUILD <span>DYNAMIC VISUALIZATIONS OF STATISTICAL DATA </span>
ANALYZE METRIC AND RESPONSE TRENDS

Analyze important trends – loyalty, satisfaction, responses, etc. – over flexible timelines and create detailed CX reports. Examine whether customer metrics are going up or down – For example, why is your NPS in the holiday month of December better than the NPS in October? Trends and reports help in creating proactive strategies based on evolving customer behavior.

CloudCherry’s CX dashboard displays NPS and CSAT trends in a visually appealing format. And track the feedback collected through a response trends widget. Set your range – daily, monthly, or yearly - across which you want to view the trends. Get reports in multiple formats and customize them based on team roles so that every team is aligned to the goal of building loyalty.

ANALYZE <span>METRIC AND RESPONSE TRENDS</span>
PATH ANALYSIS TO DERIVE CORRELATIONS

CloudCherry helps you stay one step ahead of your customers. With Path Analysis, identify the underlying influencers of CX, identify correlations between them and then establish causation.

Knowing the relationships between factors that drive CX makes it a whole lot easier to know what to improve in order to deliver delight.

Leverage our churn predictor tool to anticipate poor customer experiences, and predict how customers will react when the relationship with the brand is tested, so you can take preemptive steps to combat churn.

PATH ANALYSIS TO <span>DERIVE CORRELATIONS</span>
PREDICTIVE ANALYTICS WITH WHAT-IF SCENARIOS

CloudCherry is the first CX platform to harness the power of predictive tools to help you go beyond knowing what customers want today. Start deriving insights on what your customers are likely to do in the future. Leverage predictive and prescriptive analytics to chart out a proactive strategy for engaging with customers, delivering delight and reaping financial returns from CX investments.

Create what-if scenarios using existing customer feedback data to predict the financial impact of CX improvement strategies and process changes. Determine, for instance, what is the incremental revenue impact of improving 'quality of staff’ by 25%? How much more is a loyal customer likely to spend next time?

PREDICTIVE ANALYTICS WITH <span>WHAT-IF SCENARIOS </span>
SENTIMENT ANALYSIS THROUGH DEEP LEARNING

Leverage our deep learning and machine learning architecture to identify customer sentiment behind brand conversations. Tap into customer comments, social channels, or open-text responses and accurately classify the sentiment as positive, negative, or neutral.

Use a variety of tools on CloudCherry’s platform for customer sentiment analysis. Choose between IBM Watson, Azure ML as or CloudCherry’s own deep-learning based proprietary algorithm to accurately analyze and bucket customer sentiment.

SENTIMENT ANALYSIS <span>THROUGH DEEP LEARNING</span>

DESIGN

DRIVEN BY MICRO AND MACRO JOURNEY ANALYTICS

CloudCherry helps organizations stay in tune with customers by helping them map complex customer journeys. Switch between macro and micro journeys, and derive actionable insights on critical customer pain points. Compare journeys of different customer groups to understand the nuances of their experiences.

With CloudCherry’s Journey Builder, map customer interactions across multiple touchpoints to build complete end-to-end journeys. Gain actionable insights at each stage of the journey from recommendations on customer likes/dislikes, how to improve loyalty metrics, and other aspects of customer experience (CX).

DRIVEN BY <span>MICRO AND MACRO JOURNEY ANALYTICS<span>
CREATE ONE VIEW OF ALL INTERACTIONS

CloudCherry allows you to incorporate operational, behavioral and transactional data from different sources into its platform to form one single customer system of record. This helps you truly understand the critical drivers of customer behavior.

Our open APIs eliminate the need to view data as individual segments and rather look at it as an aggregated, consistent, and holistic entity. The real-time data updates enable you to generate quick actionable insights to make quick decisions.

CREATE <span>ONE VIEW OF ALL INTERACTIONS</span>
DESIGN DYNAMIC TOUCHPOINTS

Create digital, physical or your own touchpoints to monitor changing customer expectations, track purchase patterns and trigger surveys based on customer behavior across any channel.

Channels such as email, website, and in-app surveys help collect online feedback while channels like smart devices, QR codes, and IVR surveys can be used to collect offline feedback. In addition, our open APIs can be integrated with various services to record feedback in more interesting ways based on triggers.

DESIGN <span>DYNAMIC TOUCHPOINTS</span>

MEASURE

COLLECT DIRECT FEEDBACK

Tap into the power of our omni-channel surveys to capture customer data in real-time. Readily create, customize, and send timely surveys to customers across multiple touchpoints to collect and combine contextual feedback.

CloudCherry offers multiple direct customer feedback channels such as email, website, smart devices, in-app, IVR surveys and more. Quickly customize surveys using CloudCherry’s Questionnaire Builder and send them across direct touchpoints by running multiple campaigns.

COLLECT <span>DIRECT FEEDBACK</span>
CAPTURE INDIRECT FEEDBACK

In addition to direct feedback, CloudCherry provides ears on-the-go capability so that you can listen to what customers are saying about your brand anytime anywhere. Through different online touchpoints, you can track and analyze customer conversations in real-time.

Leverage tools such as Social Listening, our unique CEM Inbox channel that helps you discover customer sentiment even from emails, and capture unsolicited feedback, collate larger customer data sets, and track experiences more naturally.

CAPTURE <span>INDIRECT FEEDBACK </span>
TRACK KEY CUSTOMER METRICS

If you aren’t measuring something, you can’t improve it. We help you not only track key CX metrics but also customize these metrics based on specific conditions. Track any metric across any touchpoint – online and offline – to optimize experiences.

Send Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT) or any other metric-based survey to gauge satisfaction, loyalty and effort in engaging with your company. We bring flexibility around tracking these scores - use a 3-point, 5-point, 7-point, or any scale of your choice.

TRACK <span>KEY CUSTOMER METRICS</span>

ALIGN

CREATE A SINGLE VIEW OF THE CUSTOMER

CloudCherry brings various exclusive customer data sets – behavioral, transactional, observational, and experiential – into a single platform. This helps create organizational alignment around Customer Experience (CX), from top management to the frontline staff, and drives customer centricity.

We offer a flexible and centralized platform to view and analyze customer data. This means that different teams right from Sales and Marketing to Finance and Product are viewing relevant metrics and creating action plans that are in-sync with customer needs.

CREATE <span> A SINGLE VIEW OF THE CUSTOMER</span>
DRIVE FLEXIBLE AND SINGLE-CLICK INTEGRATIONS

Ready-to-go integrations with third-party platforms enable this holistic view of the customer on CloudCherry’s dashboard. These integrations also help close the feedback loop, create personalized campaigns and also run automated Email and SMS surveys.

Readily integrate with contact centers, CRM systems , Email and SMS engines, marketing platforms and more to truly leverage data and build long-term customer engagement. We also integrate with social listening platforms to ensure that you stay on top of social customer service.

DRIVE <span>FLEXIBLE AND SINGLE-CLICK INTEGRATIONS </span>
PROVIDE LARGER DATA SETS FOR STAKEHOLDERS

Fueled by our integrations, organization stakeholders can now view larger and holistic data sets. We bring together different data sets seamlessly and this enables leaders to access a wide range of data, deriving deeper insights by taking into account experiential, transactional, and all other factors that impact the customer's journey.

With a single customer view, a Chief Marketing Officer, who is using Salesforce, for instance, can view CloudCherry metrics (such as NPS and CSAT) directly on Salesforce. This ensures that no customer data or insight is viewed in silo and every decision is driven by the Voice of Customer.

PROVIDE <span>LARGER DATA SETS FOR STAKEHOLDERS</span>

RESPOND

CLOSE THE FEEDBACK LOOP

By seamlessly integrating CloudCherry with contact centers and CRM systems, you get to truly action customer feedback. Close the loop on feedback consistently with the customer through one-on-one engagement which builds trust and loyalty.

Readily integrate with contact centers and CRM systems to act on feedback. Omni-channel responses can be raised as tickets and assigned to contact center agents, who get to view the entire customer journey and the history of transactions from the CRM system in order to personalize contact center interactions and effectively close the loop.

CLOSE <span>THE FEEDBACK LOOP</span>
DRIVE LONG-TERM STRATEGIC CHANGES

In addition to closing the feedback loop on individual customer responses, customer feedback can be used to drive more long-term strategic improvements.

CloudCherry helps you incorporate customer feedback into internal process and strategy improvements, and make organization-wide decisions based on crucial customer insights. CloudCherry's real-time solution aims to drive continuous CX improvements, build proactive digital and in-store strategies, and keep you up to date with what customers are looking for.

DRIVE <span>LONG-TERM STRATEGIC CHANGES</span>
ADDRESS FEEDBACK IN REAL-TIME

With CloudCherry’s end-to-end real-time platform, reduce customer churn significantly. Be alerted of negative feedback and address it in real-time. Intervene and engage with the customer proactively to turn negative experiences into positive ones and ensure that the customer is delighted.

Set conditions for questions in your surveys. For instance, set conditions in your surveys, which when triggered by a customer response, can be used to alert the concerned manager/department in real-time. The manager can then engage with the customer to understand and resolve the issue on time.

ADDRESS <span>FEEDBACK IN REAL-TIME</span>

IMPROVE

ANALYZE CUSTOMER DATA WITH STATISTICAL ANALYSIS

Look beyond the obvious and generate truly ground-breaking customer insights. Leverage powerful statistical tools and perform multivariate analysis to understand how different influencing factors of CX are correlated with each other. Look at median, variance, sample standard deviation and other statistical data to discover more interesting correlations between the drivers of CX.

We offer cross-tabulation analysis that produces contingency tables to clearly show the interdependence between variables. Create simple 2*2 contingency tables that compare two variables directly (Sales Revenue vs NPS category) or perform more complex analysis with multiple variables (Sales Revenue vs Month of Sales & NPS Rating).

ANALYZE CUSTOMER DATA WITH <span>STATISTICAL ANALYSIS</span>
BUILD DYNAMIC VISUALIZATIONS OF STATISTICAL DATA

Turn complex statistical data analysis into simple yet powerful visualizations. View data and derive action points from statistical data without hassle. Choose from a variety of flexible visualizations such as bar charts, stacked bar charts, heatmaps, area and scatter charts, etc.

Table bar charts can visualize multivariant analysis, line charts can track the dependency between two different variables, and heat maps use different color grades to help analyze trends. In addition, quickly sort statistical data in different ways so that you can dissect and better analyze data. For instance, organizations can sort best performing stores by “Customer Effort Score” or “Net Promoter Score”.

BUILD <span>DYNAMIC VISUALIZATIONS OF STATISTICAL DATA </span>
ANALYZE METRIC AND RESPONSE TRENDS

Analyze important trends – loyalty, satisfaction, responses, etc. – over flexible timelines and create detailed CX reports. Examine whether customer metrics are going up or down – For example, why is your NPS in the holiday month of December better than the NPS in October? Trends and reports help in creating proactive strategies based on evolving customer behavior.

CloudCherry’s CX dashboard displays NPS and CSAT trends in a visually appealing format. And track the feedback collected through a response trends widget. Set your range – daily, monthly, or yearly - across which you want to view the trends. Get reports in multiple formats and customize them based on team roles so that every team is aligned to the goal of building loyalty.

ANALYZE <span>METRIC AND RESPONSE TRENDS</span>

EVOLVE

PATH ANALYSIS TO DERIVE CORRELATIONS

CloudCherry helps you stay one step ahead of your customers. With Path Analysis, identify the underlying influencers of CX, identify correlations between them and then establish causation.

Knowing the relationships between factors that drive CX makes it a whole lot easier to know what to improve in order to deliver delight.

Leverage our churn predictor tool to anticipate poor customer experiences, and predict how customers will react when the relationship with the brand is tested, so you can take preemptive steps to combat churn.

PATH ANALYSIS TO <span>DERIVE CORRELATIONS</span>
PREDICTIVE ANALYTICS WITH WHAT-IF SCENARIOS

CloudCherry is the first CX platform to harness the power of predictive tools to help you go beyond knowing what customers want today. Start deriving insights on what your customers are likely to do in the future. Leverage predictive and prescriptive analytics to chart out a proactive strategy for engaging with customers, delivering delight and reaping financial returns from CX investments.

Create what-if scenarios using existing customer feedback data to predict the financial impact of CX improvement strategies and process changes. Determine, for instance, what is the incremental revenue impact of improving 'quality of staff’ by 25%? How much more is a loyal customer likely to spend next time?

PREDICTIVE ANALYTICS WITH <span>WHAT-IF SCENARIOS </span>
SENTIMENT ANALYSIS THROUGH DEEP LEARNING

Leverage our deep learning and machine learning architecture to identify customer sentiment behind brand conversations. Tap into customer comments, social channels, or open-text responses and accurately classify the sentiment as positive, negative, or neutral.

Use a variety of tools on CloudCherry’s platform for customer sentiment analysis. Choose between IBM Watson, Azure ML as or CloudCherry’s own deep-learning based proprietary algorithm to accurately analyze and bucket customer sentiment.

SENTIMENT ANALYSIS <span>THROUGH DEEP LEARNING</span>
Delighting

Millions

With CloudCherry’s product and their team, we have been able to understand customer needs immediately, take proactive action, and continue to refine our products and services to better meet the needs of our target customers. Our team is dedicated towards improving every single aspect in the customer’s journey with us.

Sanjiv Kapoor | Chief Strategy and Commercial Officer

VISTARA
The Customer Experience Handbook for CXOs

Find out how CXOs can execute a successful Customer Experience Management strategy to improve loyalty.

CloudCherry Technology & API

Find out how our CEM Platform enables you to tap into Customer Data and deliver Delight.

CloudCherry has addressed our main challenge of quick, efficient feedback collection and management. We are completely satisfied with the CloudCherry support team as they are always there for support and all our queries are quickly looked into and reviewed.

Lola Adebiyi | Projects & Compliance Officer

UNIVERSITY OF ESSEX
The ROI of CEM handbook

Generating Financial Returns from your Customer Experience strategy

Our Success Story with Central Mall

How one of India's leading malls improved in-store CX through Real-time Feedback Collection and Insights.

As a customer-centric brand, we are all about a great Customer Experience. And with Cloudcherry, we get the perfect tool to understand these experiences after every customer interaction – be it on our website, in our stores or during delivery. Cloudcherry makes CEM easy, delightful and truly actionable.

Mithun Sacheti | Founder & CEO

CARATLANE
Omni-channel surveys for E-commerce

The definitive guide to create engaging Omni-channel surveys for E-commerce.

Our success story with Narayana Nethralaya

How CloudCherry helped India's leading eye hospital improve their NPS by 10% within a year

VISTARA

With CloudCherry’s product and their team, we have been able to understand customer needs immediately, take proactive action, and continue to refine our products and services to better meet the needs of our target customers. Our team is dedicated towards improving every single aspect in the customer’s journey with us.

Sanjiv Kapoor | Chief Strategy and Commercial Officer

The Customer Experience Handbook for CXOs

Find out how CXOs can execute a successful Customer Experience Management strategy to improve loyalty.

CloudCherry Technology & API

Find out how our CEM Platform enables you to tap into Customer Data and deliver Delight.

PICK THE RIGHT SOLUTION FOR YOUR

ORGANIZATION

With CloudCherry’s Enterprise Feedback Management solution, run unlimited surveys across multiple touchpoints to capture feedback. Monitor key performance metrics and get real-time alerts on feedback to address customer issues proactively. Compare omni-channel experiences across multiple channels - website, in-store, mobile app, and more – to rectify gaps along the customer journey and create a consistent brand experience across all touchpoints.

ENTERPRISE FEEDBACK MANAGEMENT

Our Voice of Customer solution makes customer feedback an indispensable part of your organization. Listen to and engage with customers across 17 various digital and physical touchpoints and close the feedback loop intelligently. Identify and address systemic issues through root cause analysis of trends. Align your entire organization around an integrated view of customer experience, with personalized dashboards and goals to drive strategic improvements.

VOICE OF CUSTOMER
DRIVE PROFITABILITY WITH OUR

COMPLETE CEM PROGRAM

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