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SoGoCX Review

SoGoCX
Our score: 9.2 User satisfaction: 97%

What is SoGoCX?

SoGoCX is a customer experience software that is designed to drive customer loyalty, reduce churn, and improve customer value by extracting insights from customer data. The platform does this by mapping the whole customer journey–from planning to listening, to analysis, to acting on the data. It collects information about the customer journey from various customer touchpoints while being able to discriminate between noise and useful customer data.

The platform lets you build business value from day one by coming up with the right infrastructure for your customer experience program. Once you have your CX initiative in place, you can go ahead and gather feedback across different channels, including social media, phone calls, email, and website visits. The data gleaned from these channels are automatically collected and analyzed by the system, which then recommends the best course of action for achieving the highest returns-on-investments.

It lets you improve your Net Promoter Score, which is a critical customer experience metric. It does this by categorizing your customers based on loyalty and engagement. But the app does not only collect CX data, but it also provides you with clear visibility over customer touchpoints’ strengths and weaknesses using its Key Driver Analysis Reporting functionality, allowing you to identify weak business areas and customers that are at risk of leaving. Customer outreach and response are automated, which allows you to improve customer satisfaction quickly. 

SogoCX takes after its sister app SoGoSurvey when it comes to power, ease-of-use, and features. What sets it apart is its ability to go where survey software cannot. It not only acts as a customer experience software, but it is also a full-fledge helpdesk tool that takes customer service to the next level, by allowing you to work on problematic customer touchpoints at every step of the journey.

Overview of SoGoCX Benefits

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.

Overview of SoGoCX Features

  • Key driver analysis
  • Customer churn prediction
  • Report creation/management
  • Report distribution
  • Visualizations
  • Customer profiling
  • Trend analysis
  • Customer segmentation/filtering
  • Statistical analysis
  • Pre-designed templates
  • Migration tools/services
  • Benchmarking of results
  • Multi-language support
  • Branding and design control
  • Intelligent survey design
  • Real-time personalized engagement
  • Anonymous feedback collection
  • Control access/security
  • Test and review programs

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

SoGoCX Position In Our Categories

Keeping in mind companies have unique business needs, it is only prudent that they steer clear of adopting a one-size-fits-all, “perfect” business application. Just the same, it is hard to try to discover such application even among well-known software solutions. The correct step to do is to note down the several essential aspects which entail examination such as key features, costing, technical skill capability of the employees, business size, etc. Thereafter, you should double down on the research thoroughly. Have a look at some of these SoGoCX evaluations and scrutinize the other software solutions in your list more closely. Such comprehensive research ensure you take out unsuitable apps and pay for the one that has all the tools your business requires in sustaining growth.

Position of SoGoCX in our main categories:

TOP 3

SoGoCX is one of the top 3 Customer Experience Management Software products

If you are considering SoGoCX it might also be a good idea to check out other subcategories of Customer Experience Management Software collected in our database of B2B software reviews.

Each business has its own characteristics, and might need a particular type of Customer Experience Management Software solution that will be adjusted to their company size, type of clients and staff and even specific niche they support. You should not count on locating an ideal app that is going to work for every company no matter what their history is. It may be a good idea to read a few SoGoCX Customer Experience Management Software reviews first and even then you should pay attention to what the solution is supposed to do for your company and your workers. Do you require an easy and intuitive service with only essential features? Will you really make use of the complex tools required by pros and big enterprises? Are there any particular features that are especially practical for the industry you operate in? If you ask yourself these questions it will be much easier to locate a reliable app that will fit your budget.

How Much Does SoGoCX Cost?

SoGoCX Pricing Plans:

Free Trial

Customer Experience

by quote

Employee Experience

by quote

SoGoCX pricing details are not publicly displayed on the vendor’s website. You need to contact the vendor and ask for a customized quote.

User Satisfaction

Positive Social Media Mentions 87
Negative Social Media Mentions 2

We realize that when you make a decision to buy Customer Experience Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and SoGoCX reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with SoGoCX. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Android
  • iPhone/iPad
  • Web-based

Deployment

  • Cloud Hosted
  • Open API

Language Support

  • English
  • Chinese
  • German
  • Hindi
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Turkish
  • Swedish

Pricing Model

  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are SoGoCX pricing details?

SoGoCX Pricing Plans:

Free Trial

Customer Experience

by quote

Employee Experience

by quote

SoGoCX pricing details are not publicly displayed on the vendor’s website. You need to contact the vendor and ask for a customized quote.

What integrations are available for SoGoCX?

SoGoCX seamlessly integrates with the following third-party applications:

  • Salesforce
  • Zapier
  • Google Analytics
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Reviewed By Jenny Chang
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