Flow CX

Flow CX is a customer experience (CX) platform offered by Flow CX. According to the vendor, the platform is designed to help businesses enhance their customer experience delivery. It is said to be suitable for companies of all sizes, from small businesses to large enterprises. Professionals and industries such as retail, hospitality, financial services, e-commerce, and healthcare are said to rely on Flow CX to improve customer satisfaction and loyalty.

Key Features

Close all customer issues: Flow CX aims to assist businesses in hearing and resolving customer problems by surfacing customer issues from feedback and sending them to the relevant team members for prompt resolution. The advanced service recovery module is said to ensure that every issue is followed through to resolution, closing the loop and preventing negative customer experiences. The closed-loop ticketing system is claimed to ensure that no customer problem falls through the cracks, resulting in improved customer satisfaction and retention.

Know the why behind the score: According to the vendor, Flow CX utilizes Natural Language Processing (NLP) and Machine Learning to analyze and classify unstructured customer feedback data. The proprietary text analytics engine is said to identify and classify customer comments, allowing businesses to understand customer sentiment and identify key drivers of customer experience. With Flow CX, businesses are said to gain insights into what drives customer satisfaction, Net Promoter Score (NPS), Customer Effort, and other CX metrics.

See the experience gaps: Flow CX is said to provide a clear view of performance gaps by identifying the best and worst-performing locations, units, or individuals. Predefined reports are created and distributed for different user types, enabling the entire team to understand and address experience gaps effectively. By focusing efforts on areas that need improvement, businesses can enhance customer experience and drive loyalty.

Manage your online reputation: Flow CX is claimed to help businesses manage their online reputation by increasing and improving customer reviews on platforms such as Google Reviews, Facebook, and Product Review. The integrated reviews application is said to ensure that brand reputation is maintained and managed over time. By actively monitoring and responding to online reviews, businesses can influence customer perception and drive positive word-of-mouth.

Stay on track: Flow CX is said to provide continuous measurement of CX metrics, such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT). According to the vendor, businesses can track their performance and stay informed about how they are meeting customer expectations. The real-time insights provided by Flow CX are said to enable businesses to make data-driven decisions and continuously improve their customer experience delivery.

See beyond the score: While scores are helpful, Flow CX is claimed to recognize the value of unstructured feedback data, such as customer comments. According to the vendor, by analyzing and making sense of unstructured feedback, businesses can gain deeper insights into the reasons behind customer scores and take targeted actions to improve. Flow CX's intelligent CX platform is said to help businesses understand the context and meaning behind customer feedback, enabling them to make informed decisions.