Customer Experience is the new competitive frontier

Why is Customer Experience so important?

77%

of businesses say improving customer experience is their top priority. – FORRESTER

89%

of marketers expect customer experience to be their primary differentiator – Gartner

A world-class customer experience management platform.

Resonate has deep experience in implementing and managing VoC, CEM, NPS and Employee Experience programs. Trusted by some of the largest brands in Australia to deliver customer experience management solutions and operationalise impactful feedback programs.

Capture Omnichannel Feedback

The right questions through the right channels at the right time.

Every interaction is a touchpoint, including capturing feedback from
your customers. Stay relevant with contextually created dynamic
surveys. Frame questions through cognitive learning, utilise advanced
machine learning to create smarter survey reactions. Capture the
actionable insights directly from those who matter.

Engage at the right time through the right channels, whether it is
email, digital, in-app embedding, SMS (1 and 2 way), tablet, social
media or facial recognition. Capture the feedback when it matters.

Customer Experience Demo

Close The Loop

Enable actions, push feedback to the frontline in real time

Empower your frontline with the ability to understand the experience,
recover it and learn from it. Act on the feedback through advanced
workflows to alert, inform and schedule call back for the affected
staff. View context about the interaction and match themes. Do this
on the go.

From a glance you will quickly view details of the interactions, easily
access customer details and start scheduling your call backs – all
through an intuitive portal. Operationalise all feedback directly to
those that can action it.

Engage at the right time through the right channels, whether it is
email, digital, in-app embedding, SMS (1 and 2 way), tablet, social
media or facial recognition. Capture the feedback when it matters.

Get Insights

Uncover the hidden insights to help make decisions.

Get insights from both structured and unstructured data into a
single analysis environment. Drill into the feedback and uncover the
hidden trends that are affecting your customer’s experience. Allow
the latest text analytics engine to classify, group and segment the
feedback. Add contextual data and truly grasp the details of why
behind the score.

Interactive role based dashboards that showcase data from C-suite
to the frontline. Have the insights you need readily available to make
the right decisions.

BSA-Product

Drive Change

Bring customer feedback to life throughout the organisation.

Drive organisation wide customer centricity through by bringing feedback throughout the organisation. Bring customer feedback to life by broadcasting it throughout key areas of the business such as breakout rooms, back office, executive board rooms and high traffic
locations.

The Big Screen App is a great way to engage employees with the idea and implementation of customer centricity initiatives and demonstrates that your organisation is serious about its commitment to its customers.

Listen, act and improve on the go.

View and action real-time data anywhere, anytime.

Are your frontline staff often walking floors and serving customers or on the road visiting customers? Introducing Resonate Echo to empower your frontline.

A powerful companion app to the Resonate Pulse Portal, Echo works in sync to deliver a distilled mobile experience for staff on the go. Especially suited to staff who are away from their desks, Echo enables them to listen to customers, act on feedback and then improve the delivery of customer experiences, all from their mobile device.

resonate echo app

Request Demo today!