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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
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.
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.
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.
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.
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.
