Customer Experience

What is a Customer Experience Platform?

A customer Experience platform allows businesses to collect and analyze customer feedback to identify insights that are used to improve the customer experience. Unlike other survey tools, Confirmit provides a customer experience software that covers the full range of the process, from program definition and design to analysis, reporting, and action management. Our technology automates the most time-consuming processes, leaving you free to deliver experiences that retain customers and drive positive word-of-mouth referrals.

Why should a company implement a Customer Experience program?

Studies have shown that maintaining a positive customer experience helps businesses realize tangible Return on Investment such as increased revenue, decreased costs, and improved employee engagement. Unfortunately, it’s very easy to get CX wrong, by focusing too much on customer metrics, for example increasing Net Promoter Scores®. Programs rushed out for the wrong reasons, or created within the vacuum of a single department will never fulfill the destiny you hope for. Furthermore, as customer experience professionals depend heavily on technology to capture, analyze, and share insights, choosing the right solution is of the utmost importance to the success of your Customer Experience Management Program. Confirmit delivers solid ROI to ensure the long-term success of your program and create measurable value for your company.

Executive Team

Your Customers Are Your Competitive Advantage

Executive and leadership teams leverage Customer Experience Management to aid decision making, create competitive advantage, drive financial outcomes (e.g. operational and performance metrics) and generate ROI. Your Customer Experience Management Program delivers more than customer feedback and metrics like a Net Promoter Score (NPS Score)^®. To ensure you get the most from the customer experience program, Confirmit provides you with a perception of your business through the eyes of your customers with simple-to-use, intuitive, flexible dashboards.

Sales & Marketing

Recruit New Customers & Grow Existing Accounts

When you understand what your market needs, you can meet those demands and drive sales from both new and existing customers. Use the customer experience metrics to report about your campaigns and define strategies to increase customer engagement, generating more business from existing customers and helping you to create the offers and experiences that will bring new customers to your door.

Account Management

Identify & Help Your At-Risk Clients Quickly

Successful account management requires you to have a clear picture of your portfolio of accounts, understand how they are performing through clear account level metrics, and identify areas where you need to take action to retain them. Confirmit enables you to drive client success by using a combination of relationship and transactional surveys to build that picture through clear, actionable dashboards so you can focus on at-risk relationships while time is on your side.

Customer Services

Real-Time Feedback Fuels Improvement Initiatives 

Customer service provides significant competitive advantage – when you get it right. Customer experience management is key to understanding where your service offering is meeting customer expectations and where you can improve. Confirmit enables you to provide real-time feedback to agents so you can identify areas for coaching and improvement, share best practices across the company, maximize customer impact and take immediate action to enhance the customer experience.