'Net Features : VoC

iPerceptions Launches Budget Friendly Platform

Allison Howen — Tue, 12 Feb 2013 20:25:00 GMT

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:

VoC Feedback: 42 Percent of Shoppers Leave Disappointed

Linc Wonham — Thu, 01 Mar 2012 19:00:00 GMT

Online Voice of Customer (VoC) analytics provider iPerceptions has released an e-commerce report that found that only 58 percent of retail website visitors were able to complete the purpose of their visits in the fourth quarter of 2011.

The study also found that more visitors indicated they were onsite with the intent to purchase during their current visit compared to the previous year, by a margin of 22 percent of all visitors in 2011 to 16 percent in 2010. With the increase in visitors ready to purchase, online retailers should analyze and address the specific needs of this important segment and identify where they may be falling short.

“While a drop-off in task completion is expected as visitors near the bottom of the purchase funnel, the fact that almost half of buyers were unable to complete their purpose of visit is somewhat alarming,” says Claude Guay, president and CEO of iPerceptions. “For a business that already earns $10 million in online sales, a 58-percent task completion among buyers means that an additional potential $7.3 million in qualified business is walking away from the table.”

For visitors who came to make a purchase and did not complete their task in Q4 2011, 34 percent claimed they couldn’t find the product they were looking for while 32 percent said the product they found was not immediately available. Other significant barriers were unclear pricing and comparisons (18 percent) and a lack of product information (7 percent).

Other important findings from the report include the following:

- Overall satisfaction for website visitors rose from 70 percent in Q4 2010 to 71 percent in Q4 2011.

- The share of visitors who came for support decreased versus one year ago, from 11 percent to 7 percent.

- “To shop” remained the most popular purpose of visit.

- The share of visitors who arrived via a search engine rose significantly, from 24 percent to 34 percent.

The report is based on immediate post-experience feedback from 129,563 visitors to 97 e-commerce websites around the world. The data represents aggregated information obtained from iPerceptions’ webValidator and 4Q Suite surveys.

Attensity Command Center for Voice of Customer

Pete Prestipino — Mon, 20 Jun 2011 15:47:00 GMT

What are your customers saying about your company right now? Most businesses (large and small) simply have no idea. Attensity hopes to change that.

A provider of text analytics solutions for customer experience management (CEM), Attensity launched its Voice of Customer (VoC) Command Center today which enables executives to see the impact customer conversations are having on their brands across multiple online and social media channels in real-time.

The VoC Command Center is not your typical "social media monitoring" solution. Attensity keeps tabs on conversations occuring in over 75 million sources including Twitter (the full firehose), communities and forums powered by Lithium and Jive, customer surveys from Vovici and Allegiance, notes from internal CRM systems such as SAP and Oracle Siebel, contact center interactions such as emails and chat sessions, and even Web traffic reporting applications.

The features don't stop there. The platform provides a way for brands to identify emerging threats (i.e. intent to churn, negative reviews and product and service issues), and opportunities - which is what most Web workers will find interesting. For example, the platform (as is the case with other systems) can also uncover opportunities such as customers who are ready to buy, looking for advice or asking for information.

"We are very excited to introduce the first Voice of the Customer Command Center powered by the world's most advanced text analytics engine," said Ian Bonner, CEO of Attensity. "We believe it sets a new benchmark for enterprises seeking to integrate the real-time voice of the customer into their business and improve the customer experience."