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MEASURE CX

Measure Customer Experience & listen to your customers' voice

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Discover what your customers want and how they feel about your brand with Pobuca Experience Cloud.

Pobuca uses AI and surveys to analyze customer feedback from multiple channels and calculate key marketing and Customer Service metrics.  

Pobuca Experience Cloud uses the latest AI technology to analyze customer feedback from multiple channels and calculate CX and Loyalty metrics and key performance indicators (KPIs).

Measure CX
Happy employees working on a laptop.

What does Pobuca Experience Cloud allow you to do?

  • Collect and process customer feedback from various sources, such as phone calls, social media, chat, and email, using natural language analysis.

  • Calculate marketing & Customer Service metrics, such as First Time Response, Chat Abandonment Rate, Positive to Negative Social Media Comment Sentiment Ratio

  • Track agent performance, assess their spoken and written service, and evaluate each agent individually and collectively. Utilize AI the top-performing agent to mentor the others.

  • Listen to your customers’ voices and understand their common pain points, needs, and emotions across different channels.

  • Calculate effectively the final KPIs, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), with precise accuracy.

  • Compare your CX metrics with industry benchmarks and competitor tracking to ensure optimal performance alignment.

How to AI-measure CX & Loyalty
with Pobuca Experience Cloud

A computer showing CX diagrams and piecharts.
      • AI-powered text analytics, such as Natural Language Understanding and emotion analysis, to mine unstructured customer feedback and extract meaningful insights.
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      • AI-powered voice analytics, such as speech recognition and sentiment analysis, transcribe and analyze call recordings and reveal customer sentiment, emotion, and intent.
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      • AI-powered recommendations and automation to improve your CX continuously and proactively.
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      • AI-powered dashboards and reports to monitor and measure your CX performance in real-time and across multiple channels.

Compliment the AI findings with Surveys

While AI-powered analysis of natural language feedback can help you get CX metrics & generate rich and actionable Voice of Customer (VoC) insights, you may also want to complement it with surveys to collect structured and quantitative feedback from your customers. Surveys can help you measure customer satisfaction, loyalty, and effort and gather feedback on specific aspects of your products or services.

Pobuca Experience Cloud allows you to create and distribute surveys easily and quickly, using out-of-the-box templates or customizing your questions. It enables you to collect, analyze, and track real-time feedback in an easy-to-use, scalable feedback management solution. By combining surveys with AI-powered analysis of natural language feedback, you can get a comprehensive and holistic view of your customers’ experiences and preferences and use them to improve your CX strategy and performance.

 

CX NINJAS
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