Introduction B2B organizations must prioritize ensuring customer satisfaction to identify and address any issues, in order to maintain a positive relationship. A top clothing manufacturer that collaborates with major global clothing brands needs to assess their customers’ satisfaction level regarding the provided services. The company faced a challenge where a traditional survey would not suffice as it tends to tire out participants and does not meet the organization’s high user experience standards. Additionally, the company sought to view the survey results in real-time with intricate analytics and text analysis. The Solution The clothing manufacturing company’s challenge was effectively addressed by Emojot through the implementation of their Customer Experience Management (CXM) solution. The CXM solution offered by Emojot proved to be the perfect fit for the clothing manufacturing company, as it provided multiple deployment methods, including email. The company was seeking an engaging and eye-catching way to capture customer satisfaction in real-time, and Emojot’s solution achieved this through the use of a customized sensor embedded in an email sent to customers. Emojot solution consists with the following: Results The use of Emojot’s solution resulted in the following outcomes for the leading clothing manufacturer with a global client base: Conclusion In conclusion, Emojot’s Customer Experience Management solution proved to be the ideal fit for a leading clothing manufacturer seeking an effective way to capture customer satisfaction in real-time. Through the use of a customized and branded Emotion Sensor™, personalized email templates, a real-time analytics dashboard, and score-based customized reporting, Emojot was able to provide the clothing manufacturer with valuable insights into their customers’ satisfaction levels. The company was able to identify key strengths and pain points, improve customer goodwill, and make data-driven decisions based on advanced data analysis tools and AI-based text analysis. Overall, Emojot’s solution helped the clothing manufacturer maintain a […]
A group of veterinary hospitals used Emojot's solution to collect customer feedback and improve their customer experience, understand customer representative KPIs, and enhance their online presence. The Emojot platform proved to be a powerful tool that provided valuable insights into customer experience and representative KPIs. By leveraging these insights, the group was able to make informed decisions and implement targeted improvements, resulting in exceptional experiences for their clients.
Are you struggling to manage your business’s online reputation? Are negative reviews and comments hurting your brand’s image? Emojot‘s Online Reviews Management (ORM) product can help you effectively monitor and manage your online reputation, ensuring that your brand’s image remains positive and strong. Emojot’s ORM product is a cost-effective and easy-to-deploy SaaS solution that offers a range of features designed to help you manage your online reputation with ease. In this blog, we’ll take a closer look at some of the key features of Emojot’s ORM product and how they can benefit your business. Response Management Emojot’s ORM product offers a comprehensive response management feature that allows you to easily monitor and respond to reviews on over 40 standard review listing sites. This means that you can quickly and easily respond to individual reviews, addressing any concerns or issues that customers may have raised. The sentiment analysis feature of Emojot’s ORM product is particularly useful, as it allows you to get a sense of the overall sentiment of each review. This can help you to identify trends and address any issues that may be affecting your business’s online reputation. Configurable response templates and AI-driven response suggestions are also available, allowing you to quickly and easily respond to reviews with a professional and thoughtful response. Daily review alert emails with sentiment breakdowns ensure that you are always up-to-date with your business’s online reputation. Machine Learning-based review categorization is another useful feature of Emojot’s ORM product. This allows you to categorize reviews based on specific criteria, such as product or service type, and configure alerts based on those categories. This can help you to stay on top of any issues or concerns that may be affecting your business’s reputation. Ticket creation and management processes, as well as competitor analysis and bulk response […]
A $1B Software Company Gains Visibility and Improves Customer Health with Emojot’s Customer Success Management Platform
Introduction A $1B B2B software company was facing challenges in tracking the “health” of their customer accounts. The company’s data points were scattered across multiple internal platforms, with some critical data points not available in any internal systems. This led to difficulties in performing root-cause analysis for underperforming client accounts. To overcome these challenges, the company turned to Emojot’s Customer Success Management (CSM) platform. The Solution Emojot customized its cutting-edge CSM platform to address the software company’s business challenges. The solution included: RPA Agent-Based ETL Model: Emojot utilized Robotic Process Automation (RPA) to extract, transform, and load (ETL) data from various sources into a unified NoSQL data storage. This process enabled efficient data retrieval and consolidation of disparate data points. Custom Scoring and Health Score Formula: Emojot’s CSM platform facilitated the creation of quantifiable data fields with custom scoring, allowing the software company to define their unique customer health score formula. This helped to accurately evaluate the overall health of customer accounts. Emojot Emotion Sensors™: To capture data points not available in any internal systems, Emojot Emotion Sensors™ were employed. These sensors effectively gathered vital information necessary for comprehensive customer health assessment. Real-Time Dashboard with Drill-Down Capabilities: Emojot provided the software company with a real-time, drag-and-drop dashboard, allowing for in-depth analysis of customer health factors. This dashboard supported root-cause analysis by enabling the company to identify fluctuations in customer health scores. Results With Emojot’s CSM platform, the software company experienced significant improvements in customer account management. The key results included: Improved Visibility: The platform provided a clear and comprehensive view of customer account health, enabling proactive decision-making and actions. This allowed the company to address potential issues before they escalated. Real-Time Root-Cause Analysis: Emojot’s CSM platform enabled the software company to monitor fluctuations in customer health factors in real time. […]
Streamlining Success: How Emojot’s Workflow Management Solution Transformed a Multi-disciplinary Engineering Company’s Operations
In the dynamic and competitive landscape of the modern business world, companies must employ efficient and effective strategies to maintain their edge. One approach to achieving this is by implementing digitized workflow management systems. These systems can help streamline operations, minimize errors, enhance productivity, and foster improved communication among team members. In this case study, we examine how Emojot's Work-Flow Management solution aided a medium-sized, multi-disciplinary engineering firm in overcoming its workflow obstacles.
The digital era has changed the business landscape dramatically, placing an increased emphasis on customer-centricity and digital transformation. Small and medium-sized enterprises (SMEs) must understand the importance of these factors and adapt to stay competitive in the rapidly evolving market. Customer-centricity has become a critical differentiator for businesses across industries. A Deloitte study found that customer-centric companies are 60% more profitable than those that don’t prioritize customer experience. Moreover, a PwC report reveals that 32% of customers would stop doing business with a brand they love after just one bad experience. Digital transformation also plays a crucial role in business success. According to the International Data Corporation (IDC), worldwide spending on digital transformation technologies will reach a staggering $2.3 trillion in 2023. SMEs must invest in digital transformation initiatives to keep up with customer demands and market trends. To embrace customer-centric digital transformation, SMEs should consider the following strategies: Focus on Customer Experience Management (CXM): Collecting and analyzing real-time customer feedback is vital for understanding customer satisfaction levels and identifying areas for improvement. Effective CXM helps businesses enhance overall customer experiences and fosters long-term customer relationships. Prioritize Online Reviews Management (ORM): With 88% of consumers trusting online reviews as much as personal recommendations, according to a BrightLocal survey, ORM has become essential for maintaining a positive online reputation and attracting new customers. Implement Customer Success Management (CSM): Optimizing customer relationships drive customer advocacy and sustains corporate growth. Bain & Company found that a 5% increase in customer retention can lead to a 25% to 95% increase in profits. Streamline Workflow Management: Efficient workflows improve team productivity and reduce manual intervention. By automating processes such as complaints management and visitor management, businesses can focus more on their customers. Engage in Employee 360-Degree Performance Management: Engaged employees are vital for a customer-centric […]
Are you considering investing in a SaaS solution for your business? If so, you might be wondering whether it’s better to opt for an all-in-one platform or a set of best-of-breed solutions. While both have their advantages, in this article, we’ll explore why an all-in-one SaaS platform might be the better choice for your business. First, let’s clarify what we mean by an all-in-one SaaS platform. Essentially, it’s a software solution that offers a range of features and functionalities that can serve multiple needs of your business. For example, an all-in-one SaaS platform might offer customer experience management tools, workflow management capabilities, and email marketing features all in one package. On the other hand, best-of-breed solutions are specialized software tools that are designed to excel in a particular area. For example, you might use one best-of-breed solution for customer experience management, another for workflow management, and a third for email marketing campaigns. So, why might an all-in-one SaaS platform be the better choice? Here are a few reasons to consider: Seamless integration Seamless integration When you opt for an all-in-one SaaS platform, you get a set of tools that are designed to work together seamlessly. That means you don’t have to worry about compatibility issues or integrating data from one tool to another. Instead, you can focus on using the tools to run your business. Lower costs Investing in multiple best-of-breed solutions can be expensive. Each tool typically comes with its own subscription fee, and you might also need to pay for integration services to get them all working together. With an all-in-one SaaS platform, you can often get all the tools you need for a lower overall cost. Easier to manage Having multiple best-of-breed solutions can also make things more complicated from a management perspective. You might need to […]
Having a restaurant doesn’t boil down to providing appetizing food but also providing a great service to your guests – it’s all about creating a customer experience that will generate repeat business for you in the long run. With an influx of technological advancements, modern dining has transformed into a new paradox of acting far beyond the physical experience. The use of mobile apps has begun driving everything from ordering, tracking, delivery, pick-up and opinion-sharing too. This shift puts your guests in the driver’s seat and your success is dependent on how you can maintain consistent customer engagement to create a long-lasting emotional connection with them. According to Deloitte’s restaurant customer experience survey, 60% of guests said a positive experience will cause them to dine at the restaurant more frequently. So, it pretty much depends on having a feasible customer experience strategy. A strategy that would yield beneficial results to your customers and the growth of your restaurant as well. Do you think creating a positive experience will make guests dine more at the restaurant? As a restaurant owner, you should primarily think of what your guests truly want. And, we know this can be a challenging task with an influx of guests visiting your restaurant day in and day out. But it is important to action upon this. With the basis of restaurant competition evolving during this day and age, it is important to hear your customers out and drive factors that help in achieving your restaurant’s mission – menu, taste, price, convenience, staff and safety. And that too by using a user-friendly method that can engage your guests in real-time and generate information. Information that would empower you to initiate best decision-making practices. This gold-mine of information is what we refer to as data. Data that can be […]
With the acceleration of advanced technology in the world today, the field of patient experience has exploded. As population health efforts grow rapidly, efforts to engage patients about their own healthcare services have become a very popular concept. However, these two concepts – patient experience and engagement – seem disconnected. Although some healthcare professionals talk about engagement in health, they don’t improvise the essential experience of it. Yes, some of them do talk about patient experience but they sometimes forget to focus on an engagement mechanism that’s highly effective. What we refer to here is patient engagement that would help them focus on a faster decision-making strategy that would prove as a positive outcome in terms of the services they provide. If an effective decision-making strategy is not in place, it limits their improvisation scope that won’t help them realize their full potential as a healthcare professional. To solve the disconnection between patient experience and engagement levels, technology vendors have come into the picture to create intelligent, empathetic solutions. With an influx of solutions to pick from, it all boil downs to picking a best-suited technology platform that would act as a foundation to reinforce excellence and help healthcare professionals improve services as and when it is required. So, what kind of solution can really help you eradicate the experience-engagement disconnect? Essentially, it’s a solution that follows an effective customer engagement methodology that would primarily act as the voice of patients (your customers) – across all your departments. Wouldn’t it be great if you could understand how your patients felt every time they pay you a visit? Or, wouldn’t it be greater if they tell you what you’re doing wrong, what you’re doing right and suggest on how you can make things right? We believe that Emojot’ voice of customer […]