Know how to know your customer
December 15, 2020

Know how to know your customer

Badri Sampath | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Webex Experience Management (formerly CloudCherry)

We use [Cisco Webex Experience Management (formerly Cloudcherry)] both for internal interdepartmental feedback between Sales and Delivery teams. We also implement [Cisco Webex Experience Management] for end customers to help implement Voice of the Customer strategies and assist in bringing the feedback close loop to these enterprises. The business problem it solves is actionable intelligence based on customer feedback across every touchpoint in the journey which otherwise a yearly NPS doesn't quiet tell the whole story.
  • Visual Customer Journey
  • Workflow to build Survey Scripts
  • Ability to plug Surveys seamlessly into Mobile, Web
  • Integrated Reporting including Contact Center
  • Ability to see real time monitoring of a Survey Campaign
  • Campaign Orchestration Engine for Outbound
  • Ability to capture a variety of metrics needed assists to get 360 degree view of customers
  • Predict Churn as a result of customer feedback
  • Ability to see where optimization is needed in a customer journey lifecycle
[Cisco] Webex Experience Management integrated with Contact Center is a key differentiator rather than having standalone evaluation tools like Qualtrics which are managed by the Marketing team.

Contact Center feedback should be managed by a solution that integrates tightly and not by marketing teams as the feedback from the marketing campaigns don't effectively close the feedback loop for actionable intelligence within the contact center and is lost.

Do you think Cisco Webex Experience Management delivers good value for the price?

Yes

Are you happy with Cisco Webex Experience Management's feature set?

Yes

Did Cisco Webex Experience Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Cisco Webex Experience Management go as expected?

Yes

Would you buy Cisco Webex Experience Management again?

Yes

No code / Low Code
Easily pluggable to any digital solution
Comprehensive dashboard builder
Predict Revenue based on CSAT and NPS scores
Monitor Customer Journey end to end
Visual Journey Maps
Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.
[Cisco] Webex Experience Management is suited ideally in these places

1. Greenfield Opportunities
2. Measuring Customer journey's throughout the customer lifecycle and seeing where the optimal service fails or needs improvement

[Cisco] Webex Experience is NOT suited in scenarios where
1. Customer has invested in Medallia or Qualtrics and is happy using them. The incentive to make the change is not tangible and having to retrain and relaunch using a new tool seems to be not sellable.