In the US, online survey and research services provider QuestionPro has launched a tool called CX Reputation, which monitors and analyzes public ratings from reviews sites and other sources about a company's brands or products, and provides insights based on this feedback.
Austin, Texas-based QuestionPro, which has additional offices in the US, Mexico, Canada, Germany, the UAE and India, offers access to platforms for Customer Experience, Research & Insights, and Employee/Workforce experience. In the last two and a half years, the firm has acquired healthcare CX platform Care Experience; automotive tracking software firm Enprecis Group, customer brand engagement analyst Bryght AI, and more recently collaborative insights platform Digsite.
CX Reputation identifies negative online reviews so that customer service teams can actively reply and engage with customers. The tool is an add-on module for the QuestionPro CX platform, which means customers can now tap into direct surveys, digital feedback, online ratings, reviews and social media data all within the same platform. CX Reputation currently integrates with Google My Business, Google Play Store, Trustpilot, and ReviewTrackers.
Ken Peterson (pictured), President of QuestionPro CX, comments: 'Insights about a brand don't just come from surveys and ratings - they come from what people say about a brand across the Internet, from review sites to social media, to eCommerce sites. CX Reputation aggregates, analyzes and delivers insights from these disparate conversations, ratings, rants and reviews in one place, making it easier than ever for marketing and customer service to spot and solve problems and to better engage with customers'.
Web site: www.questionpro.com .
All articles 2006-22 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.