Measure • Act • Improve • Accelerate Mobile App
Measure → ACT → Improve
Platform capabilities under the Act module enable users to efficiently close the loop with customers in real-time. This helps organisations build business agility and share knowledge across all levels.
Most CEM solutions today only enable CX Heads and their organizations in measuring the customers’ experience. They help in capturing customer feedback and present beautiful dashboards that help you visualise the data. A true customer experience management platform, however, will ensure that you not only ‘Measure’ your customers’ experience but also ‘Act’ and ‘Improve’ on your key metrics – creating customers that create customers!
LitmusWorld as a platform is built on a proprietary ‘Measure, Act & Improve’ framework built with NPS at heart and enables its customers to leverage the power of ‘Inner Loop’, ‘Outer Loop’ and ‘Huddle’ all from a simple, easy-to-use, unified dashboard. Here’s what the dashboard enables you to do:
- Know what customers are saying in real-time.
- Assign customer feedback to the teams responsible automatically
- Respond to customers on-the-go
- Create tickets, manage escalations and optimise your TAT
- Hold cross-functional huddles, manage minutes and track action items
- Improve your NPS, get trend analysis and get actionable insights from customer feeds
Action Workflows
Building automated action workflows to categorise, assign and track issues to closure
Extensible Forms
Custom forms for agents to log issues across multiple touchpoints
Hierarchy Sync
Model the organization’s continuously evolving structure to ensure actionability on customer feeds by the responsible departments
Big Data Management
Manage emotional, transactional and operational data at a customer level to get a consolidated view of your customer
Action Summary
Advanced action summary to track issue ageing/TAT metrics across touchpoints
Cross-functional collaboration
Cross-Functional Collaboration with Huddle platform capabilities