Centriam CX

Centriam CX is positioned as an enterprise customer success platform designed to assist retention-focused B2C companies in reducing churn and optimizing customer base management. According to the vendor, this solution caters specifically to large organizations and enterprises, providing tools and insights aimed at customer success managers, retention managers, customer experience professionals, marketing managers, and sales managers across various industries.

Key Features

Intelligent customer feedback collection: According to the vendor, Centriam enables targeted and personalized feedback collection campaigns triggered by specific customer actions. The feedback collection functionality can be linked to customer profile data to gain a comprehensive understanding of customer pain points.

Targeted customer follow-ups: The vendor claims that users can design and execute targeted follow-up communications based on feedback type and customer insights, allowing for quick issue resolution and timely customer support.

Built-in customer action engines: The vendor states that users can leverage Centriam's powerful analytics engine to act on purchase data, text analytics, or survey responses. This feature enables the running of multiple personalized CX campaigns simultaneously without the need for coding.

Inbound Data Triggers: Centriam can be connected to various systems, according to the vendor, allowing users to create feedback triggers based on customer actions and insights.

Campaign Actions: The vendor asserts that users can convert customer service calls into sales opportunities by providing targeted recommendations based on customer data.

Feedback Triggers: According to the vendor, users can create targeted follow-up rules based on customer feedback, text analytics, and customer profiles. This feature allows for the prioritization of customer follow-ups based on specific criteria.

Distributed customer feedback: Centriam offers real-time distribution of customer feedback and insights to the appropriate employees, according to the vendor. This feature aims to connect the workforce with customers and empower them to act on feedback.

Feedback analytics powered by deep learning: The vendor claims that Centriam provides instant analysis of customer feedback using its built-in deep learning text analytics. This enables the uncovering of key topics from every comment and the connection of feedback insights with customer insights.

Advanced survey capabilities: According to the vendor, Centriam offers personalized surveys and survey invites with relevant customer information. Users can design powerful surveys with custom skipping and inclusion logic.

Bring all your data: The vendor states that Centriam can connect to any source system database or upload data using CSV files or APIs. Users can expect automatic data refreshes to ensure up-to-date data and continuous feedback collection.