Face-to-face, video-based interactions with customers play a key role in measuring and monitoring customer experience. Timely response to negative feedback equips brands with an opportunity to build loyalty, strengthen customer rapport, and foster empathy. At the same time, each customer interaction including survey collection provides an opportunity to express brand identity. However, collecting this information from customers was challenging even before the pandemic drastically reduced face-to-face interaction. Brands are noticing declining audience participation and are seeking new ways to connect, converse, and collect data. This is where Qwary a complete experience management platform moves the needle.
With simple, friendly, and engaging surveys, Qwary enables organizations to have an unbiased conversation with their customers and employees and make data-driven decisions. What makes Qwary stand out is their engaging survey data collection method: video feedback. Qwary Founder Manoj Rana says, “One of the key problems we are trying to solve with new technologies is, how can we improve customer participation in brand building?”
Qwary’s video feedback collection format, which grew in popularity during the pandemic, encourages personal asynchronous interactions between staff and customers with pre-recorded, unskippable video question prompts. Customer responses are then coded and analyzed by an AI/NLP engine and displayed on the platform’s dashboard.
In addition to collecting survey responses through video feedback, Qwary can help companies build custom, targeted surveys. They can deploy these target surveys at strategic intervals throughout the customer journey, making sure not to miss any opportunity to hear from the customer. Whether the survey is conducted via email, SMS, the website, or social media, Qwary aggregates all survey data, providing unmatched visibility into customer sentiment and channel performance across the organization. Qwary enables brands to quantify and distinguish between products and services that have the biggest impact on customers, allowing them to refine and adjust their customer experience.
Through their innovative survey collection methods, Qwary helps brands reduce churn, increase loyalty, improve financials, and close the feedback loop. Qwary makes it easy to act instantaneously on customer feedback with support for end-to-end integration with numerous platforms, including Salesforce, Zendesk, and HubSpot.
Qwary also enables clients to monitor crucial metrics, such as Customer Effort Score (CES), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS). By employing higher-level tools, such as automated tagging and advanced sentiment analysis, Qwary digs deep into even the most nuanced consumer emotions.
Brands of all sizes worldwide use Qwary to track, analyze, and intervene in their customers’ journeys. Qwary empowers clients in major industries, such as healthcare, education, hospitality, and retail, with the data they need to improve their customer and guest experiences. With Qwary, companies can unlock the insights they need to perfect the customer experience while identifying areas for improvement and making plans for long-term growth.
We tell clients which pain points are impacting their product. We give them enough information to create an action plan
While maintaining their CXM/brand experience focus, Qwary continues to grow and evolve. The company is developing new features which will reveal the relationship between customer experience details and financial results. In the meantime, Qwary aims to ensure that missed opportunities to connect with customers can be easily completed on another channel.