Divergent Launches All-in-One Feedback Platform

Research and consulting firm Divergent Insights has launched an end-to-end customer feedback platform called VaultCX, including AI-driven sentiment analysis.

The company is headquartered in Southeast Asia, and works across Asia, LATAM and the GCC. Its services include online panels and panel management, automotive clinics, business and secondary research and social media analysis.

In addition to researchers, VaultCX is aimed at CX, customer service and product teams. Users of the new platform can design and launch branded, multilingual surveys with branching logic, validation and quota controls, and track NPS, CSAT and CES alongside ratings and open-ended feedback. Survey invites are sent out by email, SMS and WhatsApp, or can be embedded on web sites, and the platform incorporates scheduling, reminders and live campaign tracking. At the back end, feedback is classified as positive, negative or neutral. AI-based theme analysis picks up recurring topics in open-ended responses, and issues risk alerts for action on negative feedback.

'Our clients were spending too long moving between survey tools, spreadsheets and slide decks before they could act on feedback,' says Group MD Rajiv Kokane (pictured). 'With VaultCX, clients cut long reporting time from two weeks to just a few days. The teams can now close the loop on customer negative feedback within a few days too. It turns customer feedback from a periodic report into an everyday operational tool.'

Web site: www.vaultcx.io.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.