Intouch Insight

Score6 out of 10

1 Reviews and Ratings

What is Intouch Insight?

Intouch Insight offers a portfolio of customer experience management (CEM) products and services that promise to help global brands delight their customers, strengthen brand reputation and improve financial performance.

Intouch was founded in 1992 and works with over 300 brands in North America, offering its CEM software and services which include:

customer experience management software
survey software
mobile forms software
mystery shopping services
operational and compliance audit services
event marketing automation software

LiaCX™ is the customer experience management software in the Intouch Insight portfolio.

Benefits of LiaCX™ include:

Identify areas of the customer journey in need of focus
Mobilize all levels of the organization to take actions for improvement
Track the impact of actions on business outcomes

According to the vendor, LiaCX™ collects and combines data in real-time from surveys, mobile checklists, mystery shopping, operational audits, social media, and call centers, and rapidly integrates data from third-party systems like Salesforce, Oracle, and SAP. All data is mapped to the customer journey and AI-powered features transform the data into meaningful CX insights. Organizations can take action on those insights to improve customer experience using patent-pending Action Campaign™ technology.

Categories & Use Cases

Verified User

Manager in Marketing (5001-10,000 employees employees)

Pros

Compatible with most smartphones: Our forms can be viewed and used on almost every smartphone. Some outliers may be phones that are not up-to-date on software.
Variety: We can make an array of form types enabling us to really update our mobile experience. We also have a good selection of question types to use to build out engaging forms rather than stale ones.
Simple to use: The builder interface is really simple to use. You can drag your questions to shake up the order, add images if needed, and you can even provide a question description to give users more detail.

Cons

Data can be "collected" offline: If the person uses the form offline, it's supposed to sync with our software after they come online. We've found that it doesn't always sync well and we have to use incomplete data or trash the form fill as a whole.
Set up is a little challenging: We had to work with a customer rep along with reading the help forum to get this set up the way we wanted it to be, causing us to use up time we didn't originally allot to it.
Issue alerts: While it does work most of the time, we have had a few hiccups with the issue alert functionality. We would actually find the issue or be informed of the issue before the software alerted us.

Return on Investment

Positive: More reliable answers in a neater presentation.
Positive: Creation of more forms without adding more time, leading to more insights.
Positive: Reduction in cost on materials (paper, pens, etc) which equals the cost of the software.

Alternatives Considered

Google Forms, SurveyMonkey and JotForm

Other Software Used

Google Forms, JotForm, SurveyMonkey