It’s time to turn Voice of Customer into profit: the most advanced NPS software for retail
Understand how your customers are feeling in an instant. Get custom insights and set data-driven improvements in the user journey seamlessly by measuring the NPS at every touchpoint.
Simply set scenarios and solve objections in real-time by notifying the responsible team instantly and prioritising actions based on predicted impact.
Culture Kings is a streetwear company that was founded in 2008 with an estimated valuation of $600M and $20M in annual profit.
Embraced by industry leaders across the globe
Increase the number of loyal customers, improve Customer Lifetime Value, and maximize profits with automated RFM segmentation and actionable insights for your eCommerce business.
- How your customers feel
- How many customers are you losing and why
- What are the root causes of customer churn
- Movers and shakers – your best and worst products: sales AND customer feedback
- Are your managers on track?
- What keeps them from being on track? Your customers’ feedback, not theirs
- What are the main issues that affect customer experience – powered by NLP and AI
You want to make the best out of your customer base.
Our solution helps you get the big picture AND act in real time:
- How your customers feel – Net Promoter Score (before/after the experience)
- How many customers are you losing and why
- Get notified and take action instantly when something goes south from customer feedback
- What are the root causes of customer churn
- Movers and shakers – the best and worst brands/ channels/stores/ categories – by sales AND by customer feedback
- Are managers on track with their sales / NPS scores: at the role/ individual level
- What keeps them from being on track? Your customers’ feedback, not theirs.
- What are the main issues that affect customer experience – powered by NLP and AI
You want to serve customers and make them happy.
Our solution helps you get what they are after AND act in real-time:
- Find out how customers feel about their interaction with you – NPS
- How many sales are you generating
- Get notified and take action instantly if customers give you negative feedback
- What are the root causes of customers giving you bad ratings (if they do)
- How close are you to reaching your goals (customer satisfaction and/or sales)
NPS + Data insights = Happy Customers
From company journey to customer journey. Monitor NPS by:
Customer Segment
Monitor the NPS by customer segment and make sure that your best customers get the best CX.
Discover new ways to prevent churn and to get valuable insights for the customers that matter most.
Brand
Find the brands that are performing from best to worst.
Give your product merchandising team the means to spot anomalies and make data-driven decisions. Monitor how the NPS has been affected by new collections and offers throughout the time.
Specific Step in the User Journey
Find how your company is delivering on the promises by monitoring the NPS pre-delivery, post-delivery, or at key moments on the customer journey (like post-consumption).
Take action and monitor how those are impacting the NPS at various steps in the customer journey.
Country
Find the countries that are performing the best and/or the worst.
Give your country managers the context to understand how they perform. Find how various initiatives have positively affected the customer experience and replicate what works in the best countries.
Role
Find the roles that are harming the customer experience the most.
Offer your retail leaders the means to improve the customer journey. Find how various initiatives have positively affected the customer experience and replicate what works in the best stores.
Employee
Find the employees that are performing the best and/or the worst.
Give your managers the means to reward or coach the ones that need their attention. Find how various initiatives have positively affected the customer experience and replicate what works in the best stores.
Take action in real-time
Leverage the power of AI Natural Language Processing to monitor how customer experience is evolving through time.
Prioritize your actions based on impact and discover how various initiatives address main customer experience issues.
Generate actions and automations to improve the CX & CLV
Using the audiences from Reveal & the integrations, you can set various automated scenarios to improve the customer journey based on the NPS from Acquisition, to Retention, and Loyalty.
Collect the pre-delivery NPS when the order is placed
Collect the post-delivery NPS via email, SMS or ads
Ads Tools
Run Custom Audience Ads for Remarketing or lookalike audience ads for new customer acquisition based on the NPS and RFM segments
Email Tools
Orchestrate personalized email campaigns with different messages for detractors, neutrals, or promoters.
Web Personalization
Personalize the website based on the NPS and/or RFM score.
SMS Tools
Trigger SMS campaigns for various customers based on their NPS score.
Customer Helpdesk tools
Trigger NPS alerts to customer helpdesk and transform CS from reactive to proactive (based on their scores and/or RFM segment).
Customer Loyalty tools
Push segmentation and customer experience data (NPS) for a proactive loyalty program.
Turn customer data into actionable insights seamlessly
Leverage our high-end CX & CLV solutions to connect the dots and drive improvement in your company with no hassle in 4 steps.
Data Collection
We process data about customers, orders and products from your data sources.
Generating Insights
Our solution processes the data to segment the customers based on their RFM scores, locations, points of sale and other attributes like roles or channels.
Setting scenarios
We leverage the collected data by testing on audiences from our software. This way, we can set automated actions that improve the customer experience.
Solving objections
A dedicated customer success team will proactively treat customer issues in real-time based on factors such as the customer segment’s NPS score.
Embrace efficiency – Streamline customer journey improvement
Measure NPS and get real-time actionable insights that allow you to predict and enhance customer experience at all stages.
Get the right information at the right time, in the right place
Work with an analytics dashboard that helps you analyze and get the right information to all the right people in real-time. Your specialists can act quickly to improve the customer experience and prioritize actions based on accurately predicted impact.
Ready to get started? Book a zero-obligation demo today
Just get in touch with a dedicated consultant to explore the solution and get all your questions answered.
Don’t take our word for it
Surf through some of our success stories to discover how we’ve helped others streamline their user journey improvement.
Decathlon powers sales and support at scale with Omniconvert.
“To understand customer behavior we need to collect, analyze, and use the right data.
Omniconvert understands online and offline business.
They help us progress on Omnichannel thanks to their out-of-the-box way of thinking and experience in data management.”
