Connect with customers in a timely manner, communicate internally to resolve every issue, and close the loop—every time.
Turn real-time feedback
into instant insights
Your customer just made a purchase – but are they satisfied with their experience? Invite fresh feedback with an automated SMS invitation to a beautifully branded survey. As soon as they respond, find out whether they’re good to go – or if follow-up is required to resolve any issues. Real engagement in real time.
When it comes to connecting with your customers, we prioritized three important aspects.
Your direct line to customer sentiment
Break down internal silos
Deliver better customer service
and raise expectations.
SogoConnect enables a proactive approach to the customer experience through smart customer feedback data analysis.
Collect
Collect and analyze valuable information about customer sentiment—both positive and negative
Track
Track trends and drill down on why issues may be arising
Strategize
Make strategic changes based on data
Refer
Leverage positive feedback for referrals
Triage
Address critical issues before they get worse
Resolve
Prevent churn by resolving customer complaints quickly
Bond
Increase customer loyalty through attentive communication
Bring it all together
SogoConnect is more than an online ticketing system—it’s a complete customer experience tool that empowers you to monitor customer feedback, manage outreach and communication, resolve negative customer satisfaction issues before they escalate, and cultivate relationships throughout the customer lifecycle.
Beyond functionality, you need a solution that truly engages your entire community and makes follow-up easier. Keep the conversation going and you’ll strengthen trust and relationships.
Start small, with just a few topics or channels, then gradually roll out more diverse ways for your community to connect with you. Grow and adjust at your own pace.
Set automatic triggers to escalate feedback that includes critical keywords. Whether it’s security, retention, or any other high priority areas, alert your team right away so they can take action.
Multilingual feedback means you’re hearing from more of your community. Make follow-up easier in any language with built-in translation capabilities.
Want to hear from your stakeholders about a certain topic or just check in? Launch a campaign to find out what’s on their minds!
While a survey tool can deliver great insights, managing customer experience requires the ability to bring together data from multiple elements of the customer journey. A comprehensive dashboard, customer journey mapping, and analytics that incorporate both operational and perception data from across the customer experience are a few hallmarks of customer experience management platforms.
A flexible CX software solution should enable you to track the metrics that matter most to your organization’s goals. If you’re focused on loyalty, Net Promoter Score (NPS) should be a top priority. Customer Satisfaction Score (CSAT) and Customer Effort Score (CES) are two additional cross-industry CX metrics that deliver insights into the customer experience at key stages of the customer journey.
Customer Experience (CX) is a customer’s perception of your brand across all interactions they’ve had with you, and CX software works to measure and track changes in these perceptions. Customer Relationship Management (CRM) is the practice of building stronger relationships with prospects and clients by centralizing all relevant data. Integrations between CRMs and CX software – like Salesforce and Sogolytics – deliver powerful insights to engage and retain clients and inspire brand ambassadors.
It’s a common misconception that only large enterprises need to worry about customer experience management. After all, if you just have a few customers, you should already know what they think, right? In reality, while personal relationships offer a strong foundation on which to build your business, customer experience management software offer a more sustainable way to expand your capacity while keeping you connected with your customers every step of the way. Who wants better client connections, improved retention, and expanded business growth? Everyone!
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right for you?
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