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Positive sentiment decreased
The Enterprise segment has the most negative sentiment
Top customer experience issues
Licensing
Support Triage
Platform performance
This month 29% of feedback is about the Platform Performance
Before, the maximum number of these mentions was 11% of all feedback.
341 new responses have been added in the last 7 days
That’s 57% more than the previous week.
NPS increased from -15 to +10 for Upgrades & Migrations
The number of detractors dropped sharply from 46% to 12%. Good job!
Twice as many accounts were engaged last quarter
40 new accounts provided feedback in Q2
Seamlessly connect and synthesize different Voice of the Customer data sources. All relevant information organized in one place, with your customers' wants and needs at the center.
Themes, sentiment and translations are highly accurate and updated in real-time.
Crowdsource your organization’s collective knowledge by letting users validate predictions, making the insights trustworthy and bespoke.
All insights are easy to find and consume. Instant time to value, superior user experience, and no platform maintenance nor technical skills required.
Everyone in the organization understands how their role impacts the Customer and Product experience. Individuals and teams can access insights that are relevant for them with 2 clicks.
Successful companies thrive on collaboration. Close the loop internally, capture follow-up conversations with your customers, share insights across teams to promote alignment, facilitate huddles to build consensus and commitment, and create action plans.
Forget word clouds and stagnant reports or dashboards. Echoes offers the most dynamic and executive ready visuals such as data stories, customer journey maps and a prioritization matrix. You can zoom in and out, and within seconds see what your customers really think and feel at scale.
Echoes not only predicts future customer satisfaction outcomes, like NPS & CSAT; it also provides an intuitive “What if” analysis with realistic suggestions to improve these metrics.
Automated emails and alerts that keep you informed about any changes in your data or new insights.
Trevor Bunker
Chief Customer Officer
Echoes delivers a unified, easy to use and actionable platform that aggregates our most valuable customer feedback across multiple channels. It enables key insights into our voice of the customer and adoption work that is essential to our product modernization program.
Chris Lawton
Sr. Director, Customer Experience
Echoes automatically (and accurately!) categorizes all of our customer feedback into meaningful themes, so that we can quickly drill into the details to identify improvement areas. Our employees are delighted with its intuitive interface and superior user experience.
Zach Lein
VP Operations & Insights
Echoes has not only unlocked new insights from our VoC data, but it enables our product and sales teams to easily collaborate through the intuitive platform.
Chris Collins
Chief Customer Officer
Echoes enables our Product Management organization to source customer feedback themes for use in prioritization discussions. It also saves our Voice of the Customer team upwards of 40 hours per month manually coding customer survey responses.
Echoes integrates with your existing CX tech stack