iPerceptions has made it easier for businesses of all sizes to obtain valuable feedback from their customers.
This is because the Voice of Customer (VoC) solutions provider has launched the Active Research Platform, which makes the functionality of its previous programs developed for large enterprises now available to all marketers – regardless of budget. In fact, the Active Research Platform includes Free, Plus, Premium and Professional-level subscriptions.
According to Duff Anderson, Vice President of Insight at iPerceptions, the Active Research Platform represents the evolution of VoC solutions because it helps capture the voice of the customer in the moment of truth – which is any instance, contact or interaction between a customer and a brand that gives the customer an opportunity to form an impression.
“(The Active Research Platform) is taking the sophisticated VoC programs that we develop for large organizations – with six figure budgets over the last twelve years – and making that available at various subscription levels to organizations of all sizes,” said Duff.
The new platform is customizable at every level, which means that users can tailor the look of their surveys to stay consistent with their business’s branding. Marketers leveraging the Free subscription will be able to launch Certified Surveys, which are based on 4Q Task Completion research methodology. These surveys help users evaluate the online experience, measure customer satisfaction and identify areas of improvement. Moreover, the Free subscription provides a user-friendly KPI dashboard, support for 32 languages and integrates with Google Analytics, as well as enables users to collect an unlimited survey responses.
That said, marketers leveraging the Plus, Premium and Professional subscriptions, have the ability to launch not only Certified Surveys, but also Custom Surveys, tablet surveys, smartphone surveys and Comment Cards. Furthermore, these subscription levels allow marketers to conduct an unlimited number of surveys simultaneously, which results in shorter, more relevant surveys that deliver more targeted insights. Additionally, the platform’s Word and Concept Clouds create a visual representation of data and allow users to filter feedback by popular terms. The platform also leverages iPerceptions’ real visitor, real time industry benchmarks to give users an instant snapshot of performance for evaluating results. It is also important to note that Professional customers have the ability to integrate with Tealeaf’s customer experience management (CEM) solutions from IBM.
“Time-to-Action has become paramount for marketers,” said Audry Larocque, CEO of iPerceptions. “The convenience of online comparison shopping and shrinking product development cycles have made customer loyalty more challenging than ever. Today’s marketers don’t have the luxury of waiting weeks or months to capture customer feedback, they need to know what inspired customers in the ‘moment of truth.’ Our new SaaS survey model empowers marketers to create VOC surveys in minutes and gives companies the opportunity to use an ‘Active Research’ approach to VOC analytics.”
Check out some screenshots of the Active Research Platform below: