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Overview
eTouchPoint helps large enterprises improve customer service by gathering feedback across IVR, SMS, and email to enable real-time operational improvements. While customer support response time can be shortened, its closed loop alerting system provides value for retention and support enterprises to improve engagement efficiently.
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Starting Price
Custom
eTouchPoint Specifications
- Omnichannel Support
- CRM Integration
- Analytics and Reporting
- Customer Feedback Surveys
What Is eTouchPoint?
eTouchPoint is an efficient customer experience solution designed for enterprises in utilities and field services. It tackles the challenge of high-volume feedback by using multi-channel collection and text analytics with significant accuracy.
Its key features help businesses identify root causes of dissatisfaction immediately. By focusing on operationalizing feedback, the platform allows managers to resolve issues quickly, which ensures consistent service delivery and reduces customer churn.
eTouchPoint Pricing
eTouchPoint Integrations
Who Is eTouchPoint For?
eTouchPoint is ideal for a wide range of industries and sectors, including:
- Retail
- Field services
- Call center
- Financial services
- Telecommunications
Is eTouchPoint Right For You?
eTouchPoint is the ideal choice for organizations managing complex field or contact center operations. Its ability to operationalize feedback makes it distinct from purely research-focused tools, and its human-in-the-loop analytics offer unmatched accuracy. Uts data security measures include daily incremental and full weekly backups, with hosted servers kept physically secure in world-class data.
Still unsure whether eTouchPoint is the right fit for you? Connect with our customer support staff at (661) 384-7070 for further guidance.
eTouchPoint Features
Multi-Channel Collection
eTouchPoint features include efficient data gathering through IVR, SMS, email, and web. This ensures businesses capture feedback through the customer's preferred method, which significantly improves response rates, and provides a holistic view of the customer's journey across all touchpoints.
Closed-Loop Alerting
The platform utilizes an Action Alerts module to identify negative feedback instantly. By routing alerts to the appropriate managers in real-time, the software ensures quick resolution of issues, which prevents social media backlash and reduces customer churn effectively.
SkyVoC Text Analytics
eTouchPoint software includes access to SkyVoC, which has a 99% accuracy rate. This engine combines automated tagging with human verification to interpret complex verbatims, which allows companies to uncover deep operational insights that purely automated tools often miss.
Employee Scorecards
To drive accountability, the system generates performance scorecards for individual employees based on customer feedback. This transparency allows supervisors to identify training needs or recognize top performers to directly link customer sentiment to frontline employee development and appraisal.
Role-Based Reporting
The software provides customizable dashboards customized to specific roles from executives to field managers. This ensures that every user has access to relevant and actionable data to facilitate faster decision-making, which ensures that operational improvements are data-driven at every organizational level.
Pros And Cons of eTouchPoint
Pros
Holistic customer view across all service points
Immediate identification of negative customer feedback
Real-time alerts for swift issue resolution and brand protection
Cons
Requires dedicated personnel to manage and interpret data output
Platform updates may require staff retraining on new workflows
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Frequently Asked Questions
Does eTouchPoint offer an API?
Yes, eTouchPoint provides an API.
Does eTouchPoint have a mobile app?
Information regarding a dedicated mobile app has not been specified by the vendor.
What language does eTouchPoint support?
The platform currently supports the English language.
What types of pricing plans does eTouchPoint offer?
The vendor offers customized pricing plans, depending on the unique requirements of businesses. Request a customized eTouchPoint price quote for your business today!
Who are the typical users of eTouchPoint?
eTouchPoint features are designed for businesses in industries and sectors like field services, retail, call centers, financial services, and telecommunications.
What level of support does eTouchPoint offer?
The platform provides support through email and phone.
What other apps does eTouchPoint integrate with?
Information about third-party software integrations has not been specified by the vendor.