SoGoCX Review

SoGoCX is a powerful customer experience software that is designed to help companies identify pain points that could adversely affect customer experience and, ultimately, revenues. However, there is more to using the platform than mapping out the customer journey. Here are some of them.

Multichannel Feedback Collection

The system can gather customer feedback across customer channels, including social media, surveys, phone calls, and feedback forms.

Quickly Create and Customize Your Surveys

You can significantly improve your data collection efforts with the software’s drag-and-drop functionality. This is further reinforced by its vast library of answer catalogs, question types, branching and logic, survey templates, and question flow arrangement.

Ticket Management

The app categorizes and sets the status of every ticket, allowing you to see the status of any ticket. Categories can be based on industry or set one using any of the software’s starter packs. Ticket resolution is likewise a breeze as the need to switch between tickets is eliminated, with the platform gathering all customer properties in a single location.

Better Workflows

SoGoCX improves workflow management through task automation, alerts, role-based access, and internal communications. These result in better CX information delivery while providing you with valuable insights and access control.

Quick Text Analysis

Open text from across channels is automatically analyzed by the system’s algorithm. These include social media, emails, surveys, and other written feedback. It does this sans the need for manual tagging. In this way, you get a complete understanding of your customers’sentiments right from their own words.

Easily Conduct Surveys

SoGoCX comes with a robust survey tool that allows you to get much-needed answers to your questions. It has question and answer banks, pre-made survey templates, and can distribute results on a global scale via SMS, email, and links/QR codes. It can likewise do the same owing to its integrations with existing business systems, such as marketing automation software and CRMs.

Secure Your CX Survey Data

With SoGoCX, you can be sure that your surveys are safe and sound as it is hosted in the cloud and uses end encryption over respondent data. Role-based access privileges also ensure that only relevant parties can get their hands on your survey data.

Massive Integrations

The system integrates with numerous third-party applications, including marketing automation, CRM, ERP, and HRIS. It likewise has a native API that allows it to play well with systems like Zapier, Google Analytics, and Salesforce.

Boost Your Net Promoter Score

SoGoCX helps you create customer surveys that can be very useful in improving your Net Promoter Score (NPS), a vital CX metric that’s currently in use the world over. The solution helps you boost your NPS by segregating customers based on engagement and loyalty. At-risk customers are likewise identified, along with business areas that could use improvements. It also uses customer satisfaction levels as the basis for automating customer outreach and response. This leads to improved outreach, resulting in better customer satisfaction. Support for communication channels such as email, SMS, mobile, and messaging apps also contributes to NPS improvement.

Speed-up Surveys with Pre-built Templates

Coming up with customer experience surveys is a breeze using the system. SoGoCX comes with professional-looking customer survey templates that are designed by experts for optimal survey results. You also get to choose how to reach out to your customers and customize the way you view data. Popular SoGoCX survey templates include help desk and customer service feedback, customer satisfaction, and NPS survey templates.

Insights and Robust Reporting

SoGoCX does not limit itself to collecting customer experience data. It likewise comes with powerful analytics to help you drill down into your data, which leads to a better understanding of information. And to get your team up to speed with what’s happening to your customers, the software comes with a Key Driver Analysis Reporting feature. This lets you get a bird’s eye view of both the strengths and weaknesses of your customer touchpoints. 

Reduce Customer Churn

The platform’s Customer Churn Prediction feature lets you effectively address churn. This feature gives you a better understanding of your customer retention efforts by tracking potential churn based on customer feedback. By making use of the CX data generated by the system, you get to stop customer churn in its tracks. Plus, reports display CX developments both at the individual and aggregate levels.

Role-based Views

SoGoCX has role-based dashboards that ensure the right data is delivered to the right person every time. Role-based views provide you with total control over your CX efforts and make sure that you meet your teams’ data requirements.