Why do hundreds of the world’s best known companies trust OpinionLab to listen to their customers and take action on what they say?
Because for over a decade, we’ve provided a unique approach to gather customer-initiated feedback together with the rich context and advanced analytics to create customer centric cultures and empower smarter and faster business decisions.
Benefit from a retail-specific CX solution that enables you to explore all aspects of your consumers’ interactions with you and delivers the insight to optimize your CX across all your touch points – whether on your website, via mobile or in your stores.
Our financial services CX solution empowers you to make significant improvements to your customer experience on your website, via mobile or in your branches, while acting in line with the latest security and regulatory requirements.
We deliver insight to improve business performance across many industries, from healthcare and travel & hospitality to telecommunications and industrial distribution.
A website redesign is a high visibility strategic initiative that requires a significant investment of your financial and human resources. OpinionLab’s unique capability to enable you to listen to and take action on real-time customer feedback on a page-specific basis will mitigate your risk and improve your results. Whether as a conduit for instant feedback from your highest value customers or as an integrated component of your multivariate testing, OpinionLab will play an invaluable role in your site redesign.
Our solutions allow your customers to provide feedback on their terms, meaning you capture their true voice about all aspects of the customer experience you offer. Use this information to optimize your website in line with their preferences. Create a more engaged and informed customer base while making them feel a part of the process by using our solutions to establish a pre-design CX baseline and then informing them about the action you take as a result of their input.
The result: A great customer experience – both during the redesign process and crucially on an ongoing basis once this is complete – that increases satisfaction, drives revenue and ensures your customers come back time and time again. Contact Us
Ongoing optimization of your website is a strategic necessity due to heightened consumer expectations, pervasive smart devices and a hyper competitive market. Your website plays a critical role across your entire omnichannel customer journey, and your ability to understand and act on market opportunities and site deficiencies is directly correlated to achieving your broader business objectives. OpinionLab uniquely provides you the real-time feedback and context to fine tune your web experience and maintain your competitive edge.
Context-rich, page-specific feedback backed up by Data Visualization tools enable you to quickly identify key trends and issues to find out what your customers think at each point of their journey. Also implement controlled experimentation (A/B Testing) across your website to determine which changes will ultimately result in an increase in engagement, clicks, purchases, or other type of preferred customer action.
The result: A website fully optimized to your customers’ objectives with content and specific page elements that convert visitor traffic (either organic or as a result of ad campaigns) into email subscribers, readers or paying customers. Contact Us
Regardless of the business you’re in, more and more of today’s consumers prefer to interact with you via a mobile device. Companies that focus on their mobile experience and respond to the advancing needs of digital-first consumers therefore will significantly extend their competitive advantage. OpinionLab’s mobile optimized user experience, ability to capture real-time, mobile-centric context and advanced analytics are ideally suited to give you an edge in an accelerating and complex mobile marketplace.
Use our solutions to capture your true Voice of Customer across all mobile touch points – via tablet or smartphone or on your mobile website or apps. Our customer-initiated Dynamic Comment Cards are built for the small screen and are mobile responsive, while our device and mobile browser detection capabilities mean you can tailor your interactions with your customers throughout their journeys. Use this information to identify key trends and areas for improvement to enhance your mobile experience across all engagement posts.
The result: A fully optimized and responsive mobile customer experience tailored to your specific business objectives. Increase the volume and quality of engagement via your mobile touch points to increase omnichannel conversions and loyalty. Contact Us
IMPROVING CUSTOMER SATISFACTION
One effective way to gauge the success of your CX initiatives is to monitor evaluative customer satisfaction metrics such as CSAT or NPS. Many OpinionLab customers that use these evaluative measures find understanding the specific actions that result in improvements challenging to understand. OpinionLab uniquely provides you with diagnostic capabilities to gauge consumer feedback in real-time and make the changes you need to improve overall customer satisfaction.
Our customer experience solutions enable you to gain opt-in customer feedback – the only way to truly learn how they feel about their experience at all points – from a specific location or page on your website or across all mobile, web or location-based interactions. Monitor against key performance metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction Score (CSAT), conversion rates, average order values, cost of acquisition, cost of retention, cart abandonment and many more. Use our solutions to quickly and effectively interpret this data into meaningful insights that identify and diagnose problems and inconsistencies to be acted on.
The result: Regardless of your specific measures or key performance indicators, use the deep insight we provide you with to empower your organization to improve your scores and move the needle on customer experience. Then reap the rewards of this improved customer satisfaction, such as through increased conversion rates and enhanced customer loyalty. Contact Us
BUY ONLINE, PICKUP IN STORE
“Buy online, pick up in store” (BOPUS/BOPIS) is becoming increasingly popular for customers due to reduced shipping costs and immediate gratification. The omnichannel CX you present throughout your BOPUS customer journey can deliver delighted customers and increased revenue. We help many of the world’s leading retailers ensure the success of these cross-channel initiatives, and we can help you.
BOPUS/BOPIS provides a unique additional opportunity to capture customer feedback in the moment of truth, gain insights and take immediate action to ensure positive and productive customer experience. Customize our Digital Comment Card to get highly targeted and specialized feedback on your BOPUS/BOPIS service (e.g. NPS ratings, reasons for purchase completion/cart abandonment etc.), set up automated Real-Time Alerts so that you can respond to specific BOPUS/BOPIS comments quickly and effectively. Our unique Location Selector empowers customers to easily leave feedback about specific locations through digital channels and for you to make real-time comparisons across your network.
The result: A clear top level view of your BOPUS/BOPIS customer experience, including strategic insight on how you can drive improvements that empower you to achieve higher margins, cheaper fulfillment, faster delivery and larger basket sizes. Contact Us
Customer journey maps
As the speed and complexity of your customer’s cross-channel interactions increase, customer journey mapping can prove an exceptionally valuable process by which to gain and maintain a deeper customer understanding, and with it, competitive advantage. OpinionLab is uniquely well-suited to consistently provide pinpoint feedback from customer engagement posts throughout your customer journey, both digital and physical.
Our opt in, ‘always on’ feedback collection methodology and accompanying customer experience analytics ensure you capture the feedback and extensive context required to scrutinize each stage of your customer’s journey. How does our solution do this? By providing a detailed and accurate overview of your customers’ thoughts and reactions from within their experience on specific web pages or mobile apps, physical locations and much more. Use this information to inform comprehensive customer journey maps to provide a thorough understanding of the experience you deliver at every point of the journey – from initial awareness, research and evaluation to purchase/fulfilment and ultimately long-term loyalty and advocacy.
The result: Consistently tracking feedback from within custom interactions will provide you a better understanding of your customer journey, empowering you to take action to improve your CX and with it business performance, conversion rates and customer loyalty. Contact Us
Customer centered cultures
Inspiring your broader organization to be more customer-centric is a powerful cultural driver that delivers tangible business results. But creating and maintaining a customer centered culture can be a significant challenge. Our solutions connect your broader organization to your customers, providing real visibility that results in a more customer centric culture.
Only OpinionLab, provides you a wide breadth of alerting and data visualization capabilities to make the Voice of Your customer visible across your organization. Whether it’s engaging your entire organization with “in the moment” customer feedback as you receive it, or arming specific individuals within your business with relevant, real-time information they need to act upon, we can be a powerful partner in your efforts to drive cultural change.
The result: Sharing your Voice of Customer across your organization will help you establish a more customer centric culture, which results in a better CX for your customers, improved employee satisfaction and business performance. Contact Us
Out of all of the complementary technologies that OpinionLab seamlessly integrates with, an integration with your existing Customer Relationship Management (CRM) system and process can be the most powerful. Organize large amounts of detailed customer feedback to match your customer segmentation, attach relevant feedback to individual CRM records and take action in real-time to drive stronger, longer lasting customer relationships.
A seamless integration between OpinionLab and your CRM system provides a basis for unmatched competitive differentiation as you can combine real-time, in the moment CX feedback with other customer data to tailor a customer service response or marketing message to the needs of a specific customer.
The result: Understanding in an instant whether feedback is coming from your high value customer or a yet unknown prospect can make your personalized response exceptionally effective. A more comprehensive view of your customer, fully in tune with your CX, will drive improved customer relationships to inspire loyalty, promote advocacy and improve business performance. Contact Us
OpinionLab integrates seamlessly with a wide range of complementary technologies to provide even greater context to your customer insight, which enables you to take better and more targeted action. Integrate with session replay, CRM, behavioral analytics, web and text analytics, tag management and multivariate testing technologies, your own legacy systems and more to drive optimization, improve segmentation and enhance CX performance.
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