LiaCX Review

LiaCX offers tools for listening (customer satisfaction and NPS surveys, mystery shopping, data import, etc.), interpreting, and acting on all customer data in a single platform.

LiaCX helps organizations design better customer experiences proactively. Touchpoint management allows you to identify underperforming KPIs in real-time and gives you the tools to correct them before customers become unhappy.

LiaCX is the only customer experience management software with Action CampaignTM technology to help organizations take measurable actions that lead to better business results.

Using artificial intelligence, LiaCX recommends specific CX actions that will improve customer experience, and allows you to track completion and impact in real-time.

Experience meets innovation

LiaCX draws on over 25 years of experience collecting customer experience (CX) insights to help you be one step ahead of your customers’ expectations.

Take customer experience to the next level

LiaCX works seamlessly with the other Intouch applications to help companies listen, interpret and act on customer data so they can deliver brilliant customer experiences.

Action Campaigns allow LiaCX customers to:

• Create targeted campaigns to improve specific areas of the customer journey and business metrics
• Assign specific actions/tasks to employees at different levels across the organization and at different frequencies
• Verify whether or not actions were completed through integrated mobile checklists and photo capture
• Measure the impact of actions on specific business metrics in real-time

Gather meaningful, real-time customer feedback

Easily collect and combine CX data from customer surveys, social media, mystery shopping, operational audits and limitless third party integrations — all in one platform.

Proactively improve your customer experience

Instantly rescue unhappy customers with case management tools. Use Action Campaign technology to proactively drive CX improvements across your locations and measure the impact of actions on business metrics in real-time.

Listen and measure

Use Customer Satisfaction (CSAT) surveys online or in-store to learn what your customers think at different touchpoints. Deploy surveys through custom URLs, barcode or QR code scanning, email, and text message (SMS) – even offline.

Identify and understand

Real-time, permission-based dashboards allow brand executives, operators, franchisees and managers to instantly see the customer feedback that matters most to them – from Net Promoter Score (NPS), to customer concerns, compliments, and more.

Act and improve

Turn detractors into promoters with survey response thresholds that automatically trigger customer rescue plans and email notifications when negative feedback is detected. Ensure negative experiences and unhappy customers are followed-up with immediately, and empower your teams to close the loop on every customer interaction.

Intouch Insight allows you to gather real-time customer intelligence for everyone in your organization thru:

Brand and location-level dashboards

Understand the key drivers of customer satisfaction and dissatisfaction, set goals, and compare performance over time. Set permissions so teams can focus on what’s relevant to them.

Quickly gauging NPS

Measure NPS and visualize customer satisfaction scores in real-time.

Filtering and drilling down

Drill down to specific survey answer summaries or filter to view your data by date, question, location, attributes, and more.