Giving Your Customers a Voice - OpinionLab
We use it as part of our push/pull strategy to gauge customer sentiment, comments, and NPS scores. I was instrumental in getting excutive …
Verint Digital FeedbackFormerly OpinionLab
Verint Digital Feedback
Verint Digital Feedback
Overview
What is Verint Digital Feedback?
Verint Experience Management (formerly Unified VoC on the Verint Experience Cloud, and OpinionLab) aims to help users understand every moment and speed the impact of improved experiences for customers, employees, and the business. The product is presented as an enterprise...
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What is Verint Digital Feedback?
Verint Experience Management (formerly Unified VoC on the Verint Experience Cloud, and OpinionLab) aims to help users understand every moment and speed the impact of improved experiences for customers, employees, and the business. The product is presented as an enterprise Voice of the Customer…
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Alternatives Pricing
What is Qualtrics?
Qualtrics produces three Web-based products: Research Suite, which helps companies and schools conduct their own custom-made surveys and data analysis; Site Intercept, which allows websites to get feedback from visitors; and 360, a tool to help human resource operations assess employee performance.
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
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What is Verint Digital Feedback?
Verint® Digital Feedback™ captures customer-initiated feedback via web and mobile channels throughout the digital customer journey.
It is used to make customer experience improvements based on omnichannel insights, including:
· Optimizing and/or redesigning a website
· Delivering an optimal mobile experience
· Connecting channels to create sustainable competitive advantage
· Improving satisfaction continuously
· Developing accurate and comprehensive journey maps
· Building a more people-centric culture across a company
Verint Digital Feedback is formerly known as OpinionLab. It is now a fully integrated solution of Verint Experience Management.
Verint Digital Feedback Features
Customer experience management Features
- Supported: Multi-channel customer feedback collection
- Supported: Product usage analytics
- Supported: Customer experience profiles
- Supported: Customer experience dashboard
- Supported: Customer journey mapping
- Supported: AI-powered recommendations
- Supported: Website A/B testing
Verint Digital Feedback Screenshots
Verint Digital Feedback Competitors
Verint Digital Feedback Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | No |
| Supported Countries | Global |
Verint Digital Feedback Downloadables
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August 13, 2019
Giving Your Customers a Voice - OpinionLab
We use it as part of our push/pull strategy to gauge customer sentiment, comments, and NPS scores. I was instrumental in getting excutive approval to redesign our online communication strategy as well researched the needed changes. By pushing a pop-up survey after to 50% of our customers who have visited at least three pages as well as pushing a pop-up survey when they log out, we found that drove higher customer sat scores then pushing a survey more frequently. On the pull side, we instituted a persistent survey button on the right rail of the screen as well as in the footer so that customers could send us a message at their leisure. A side benefit to this was that customers would alerts us to issues on our website, sometimes even before our technical realized it.
- Flexible for making changes to survey questions, layout, and text
- Great tracking of customer responses as well as ease of integrating Google Analytics for additional tracking
- Support team was very knowledgeable and responses to requests
- Integrating with Google Analytics did take several sessions with their support team, so that could use improving
- Needed additional assistance from their technical team because of the configuration
- Limited customization for standard deployment survey templates. Some reports are a bit outdated
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- Provides real-time voice of the customer feedback
- Integration with other analytics platforms is a plus but can be cumbersome to set up
- Initial setup can be problematic
OpinionLab is more popular than ForeSee with small companies and startups (1-50 employees), while Foresee is more suited for medium-sized companies (51-1000 employees) as well as with large to enterprise companies (1000+ employees). OpinionLab integrates with IBM Tealeaf and Digital Analytics, Salesforce Sales Cloud and FullStory, while Foresee integrates with Nebula CX and UserVoice. Depending on the size of your company and other platforms you need to integrate with it, let those help you decide which of these multi-channel customer experience analytics platform are best for your company.
January 27, 2016
OpinionLab Captures Customer Feedback, Plain and Simple
OpinionLab is a valuable way to collect passive feedback from a digital product user in a simple unobtrusive manner. It is easily consumable by most areas of the organization and can help direct product development.
- Easily deployed, using either standard templates or custom installs.
- Easy reporting interface, and good delivery options for automated reports.
- Extendable methods for extracting real-time voice of the customer comments during product launches, releases or other critical timeframes.
- Does simple very well, but complicated not as well. It is NOT a survey system.
- Some of the reports are still a bit old for display, but new features have been released recently giving more options.
- Standard deployment templates may be a bit limited for customization, or you need to go to fully customized and do the development yourself.
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- Feedback in customer service applications has also helped us improve our call center agent's experience by allowing them to report application issues on a system that didn't have as much analyst or product development priority, and reduce our average handle time.
OpinionLab is one of the few out there that does two things very well in it's space: 1. Customer Feedback - just feedback, not surveys. Feedback is free text without more than one or two structured questions. Most survey systems offer too many options, and their reporting is made for structured data analysis not analysis of the open text fields. Some of the other tools viewed did not have the best features for medium or large scale deployment, from an analysis perspective, real-time data extract and download, or customization for branding.
Yes
OpinionLab was a replacement for feedback emails. Emails were often more of a request for an action that "talking at the company" giving suggestions or just making comments. We found these to be much more useful.
- Price
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Positive Sales Experience with the Vendor
It fit our needs best from both deployment requirements as well as from deliverables and accessibility to the data. As our needs for it increased, we were able to make further use of the ways we could use and disseminate the data across the organization.
Reviews of the present product and analyst capabilities. Also further assessment for what new deployment options there were for responsive web design, as well as mobile app integration.