Make your customers your biggest fans

 

Make your customers your biggest fans

 

We are trusted by these well known brands

Provide your leaders, managers and frontline staff with the tools they need to measure and deliver an outstanding customer experience.   

89% of companies see customer experience as a key factor in driving customer loyalty and retention.

86% of buyers are willing to pay more for a great customer experience.

We get it. Your customers are your business.

Our Customer Experience solutions can help you to create an organisation-wide strategy to address and utilise customer feedbackempower team autonomy and build the foundations of a customer-centric culture.

From basic customer service to customer recovery, our Customer Experience solutions can also guide your whole team in optimising the customer journey. 

Our partnership with Davies has enabled a business transformation Stephen Plimmer Kent Reliance

Our products

Voice of the Customer

Customer feedback is the secret weapon for improving CX. We can help you to access actionable insights from every customer demographic. To drive your CX – and your business – forward.

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Customer Surveys

Our range of survey sharing methods mean you can engage with your customers via the channel that suits them best – whether that’s IVR, SMS, Email, Web, Webchat, Mobile Apps or In-Store. Get the feedback you need to deliver the best experience for your customers.

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Customer Insights

Our fully customisable CX analytics dashboard includes KPI tracking capabilities and dedicated views for customer responses and trends, helping you to track and analyse your CX journey as it happens.

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Staff Engagement

Give your team the power to turn insights into results by providing transparent access to customer feedback relevant to them. They can only improve performance if they know what customers think.

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Social Media Tracker

With social media acting as a global soapbox, it can be as much of a blight as a boon to businesses. Only with real-time customer conversation and brand mention tracking do you have the power to engage happy customers – and appease dissatisfied ones.

Our Social Media Tracker can help you to provide impeccable customer service and experience, and track and act on customer conversations. As well as other mentions of your brand.

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Interaction Analytics

Speech & text analytics can do a lot for your business. Allowing you to automate quality assurance, increase revenues, reduce operational cost, improve customer experiences, and identify potential fraudulent claims in real-time.

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All the tools you need under one roof

Meet Bedrock – Our customer experience platform

Customer experience can make or break your business. To remain competitive you must deliver the best customer experience within your power.  

To do that, you need to know exactly what your customers think and feel about your brand. This is where our Customer Experience solutions can help. 

Challenges we can help you crack

If you’re looking for a solution but not too sure where to start, here are some examples of particular challenges our CX technology can help you overcome – and fast.

Our solutions

Customer Recovery
We can help you to quickly identify and resolve instances of customer dissatisfaction, so every bad experience delivers a positive outcome – reducing complaints, creating advocates and winning back business.
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Customer Relationship
Our customer-focused technology can help your business get it right when it matters – we can help give your customers a voice through surveys and insights and optimising your working processes to offer more seamless CX.
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TCF and FCA Regulations
We have solutions that can guarantee FCA Compliance and Treat Customers Fairly regulations are not just met but made super simple for you too.
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Process Optimisation
Our solutions can help you identify process issues, prioritise areas for improvement, and power your business forwards.
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Workforce Optimisation
Maximise positive customer interactions for superior CX. Customer service is fundamental to your CX strategy. We can provide your customer-facing team members with the tools they need to nurture and support positive customer experiences.
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‘We’ve always had confidence that our customer service levels were at the higher end of the performance scale. But now with a refreshed strategy in place, allowing us to increase our focus on the customer even further, we wanted a robust solution to help us understand our performance, highlight areas of improvement and champion great results at the same time.’ Alun Williams Commercial Director for Savings, Shawbrook Bank
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Solutions to support specific businesses and specific roles

If you’re not sure where to start, but are looking to make positive changes within a certain business or department, then we’ve got you covered.

With CX solutions tailored to:

Never underestimate the true value that your employees bring to your CX programme

Having happy, engaged employees in customer-facing roles will help to drive your business forward.
Read on

Your people are your most important asset

Your people are your most important asset. Make sure you’re in a position to support their emotional wellbeing. 

Delivering a great customer experience has to mean more than just a world-class contact centre

Delivering a great customer experience has to mean more than just a world-class contact centre 

Key steps for identifying and supporting your vulnerable customers

Key steps for identifying and supporting your vulnerable customers 
Are you ready to transform your CX processes?
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