eTouchPoint

eTouchPoint, developed by SkyCreek Corporation, is a customer experience (CX) software platform that, according to the vendor, helps companies capture and understand customer feedback, analyze customer sentiment, and take action to enhance the customer experience. The product is suitable for businesses of various sizes, from small enterprises to large corporations, and is utilized by a range of professionals and industries, including customer experience professionals, customer service managers, marketing managers, and operations managers in the retail, financial services, telecommunications, and utilities industries.

Key Features

CX PLATFORM: According to the vendor, eTouchPoint is an industry-leading CX software platform that provides insights to monitor and improve the customer experience. It offers features such as dashboard and employee-specific reporting, text analytics, and closed loop alerting, aiming to provide a comprehensive platform for customer engagement and CX ecosystem management.

FEEDBACK COLLECTION: eTouchPoint allows customers to provide feedback through multiple channels, including IVR, SMS, web, email, and kiosk. The software supports branching, custom survey logic, and true Voice of the Customer (VoC) verbatims, with the goal of driving high response rates and timely feedback.

TEXT ANALYTICS: The vendor claims that eTouchPoint's text analytics feature transforms unstructured customer feedback into actionable insights. It utilizes a combination of human and automated approaches to accurately identify customer sentiments and themes. The software captures and analyzes feedback from various sources, including IVR, email/web, SMS, and kiosk surveys, offering customizable sentiment rating, categorization, and alert options.

ACTION ALERTS: eTouchPoint provides real-time alerts for negative survey responses, allowing companies to take immediate action to address customer complaints and resolve issues. The vendor states that this feature aims to prevent the spread of negative sentiment online and protect brand reputation. It also empowers employees to resolve customer issues and turn detractors into loyal customers.

CLOSED-LOOP ALERTING: The vendor claims that eTouchPoint's closed-loop alerting feature identifies and manages unhappy customers in real-time. It alerts managers when an employee receives a negative alert, enabling proactive actions to avoid customer churn. The software also offers workflow features to facilitate and track follow-up activities and outcomes.

OWNERSHIP OF CUSTOM CONCERNS: According to the vendor, eTouchPoint assigns ownership of customer concerns to front-line managers, ensuring that appropriate personnel address customer complaints. This feature is designed to facilitate effective resolution of customer issues and improve overall customer satisfaction.

PERFORMANCE IMPROVEMENT REPORTS: eTouchPoint provides regular reports to monitor and measure performance improvement efforts. The vendor claims that these reports help identify areas for improvement and track progress in delivering better customer experiences, enabling businesses to make data-driven decisions.

VoC INPUT UTILIZATION: The vendor states that eTouchPoint leverages Voice of the Customer (VoC) input in novel ways. It reviews customer experience deficiencies and specific situations with employees, playing customer complaints during meetings to show employees how their actions contribute to customer unhappiness.

POSITIVE FEEDBACK RECOGNITION: eTouchPoint shares positive customer feedback with employees and teams, aiming to motivate them to strive for customer service excellence. The vendor claims that this feature includes reporting on "perfect alerts" where technicians receive top scores from customers, fostering a positive work environment.