A customizable customer listening tool
January 23, 2020

A customizable customer listening tool

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Webex Experience Management

Our organization switched to CloudCherry from another Voice of the Customer vendor in 2017. We primarily use the platform to survey our members, but we also use it to survey our employees. We have found CloudCherry's platform to be easy to use and customizable to our needs. We can create and edit surveys as often as we like and they have been responsive to requests we've made for custom reports or edits to our dashboard. Their pricing has been very fair compared to competitors.
  • They allow us to create surveys based on our current need or projects.
  • Their dashboards are customizable from user to user.
  • They are very responsive to service tickets, but they could be quicker with fixes.
  • They have recently been purchased by Cisco and I feel they could explain the impact this has for their clients a bit more.
  • We have been able to show that an improved Member Satisfaction score often leads to cost savings and deeper share of wallet.
  • We have been able to survey our members throughout the lifetime of their relationship with us and gage their overall satisfaction.
In their current state, CloudCherry would be best suited for a small to medium sized organization with at least one very active user. This will allow any issues that do occur to be easily found and escalated to their product team. I am hopeful that their upcoming merge with Cisco will develop their platform even further and their technology, like sentiment analysis, will continue to improve. I have recommended CloudCherry to colleagues in the past and I would comfortably continue to do so.