Name: Flow CX
Author: Flow CX

Call Center Workforce Optimization

Help Desk

Web and Video Conferencing

Customer Support

Chatbot

Flowchart

Development

Career Center

Education

Business Intelligence (BI)

Collaboration

Enterprise Search

Streaming Analytics

Enterprise

Accounting

Accounting and Tax Services

Budgeting and Forecasting

Crypto Accounting

Tax Compliance

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

Freelance Management

HR Management

Payroll

Recruitment Marketing

Talent Intelligence

Talent Management

Video Interview

Workforce Analytics

Workforce Management

eLearning Content

Human Resources

Application Virtualization

Blade Servers

Cloud Storage

Disaster Recovery

Fraud Detection

IT Professional Services

Identity Verification

Integration Platform as a Service (iPaaS)

Machine Learning

Network Performance Monitoring

Office Migration and Repair

Packet Analyzer

Penetration Testing

Single Sign-On

Vector Databases

Virtual Data Room

Virtual Private Cloud (VPC)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Call Tracking

Click Fraud

Content Management

Customer Success

Digital Content Creation

Email Marketing

Enterprise Marketing Management

Marketing Automation

Referral Marketing

Social Media Management

Survey & Forms Building

URL Shorteners

Video Editing

Web Analytics

Marketing

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Revenue Operations

Sales

Interior Design

Inventory Management

Moving Software

PCB Design

Population Health Management

Public Transportation

Retail Execution

Retail Management

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

ReportsNow

Priority Matrix

Appfluence

eMeetingsOnline

FastPIPE

FastEST, Inc.

Crowdtap

AspenOne Supply Chain Management

Aspen Technology

Azurepath

Azurepath, LLC.

Screenful

Screenful Oy

Frosmo

Frosmo Ltd

Aras PLM

Aras Corporation

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.

Zoho Surveys is a survey and form building platform with an intuitive interface able to build branched, logic-based surveys with collaborative capabilities.

Basic

Plus

PLUS

ENTERPRISE

Zoho Survey

Self-Serve Social Media Management Solution

Enterprise Custom Social Media Management Solution

Self-Serve SMM and Customer Service Solution

Sprinklr Social

Flow CX

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Home

Customer Experience Management Software

Flow CX

Overview

What is Flow CX?