OpinionLab Brings Voice of Customer to Life with Winter 2015 Release

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New features make real-time customer feedback more accessible, actionable and engaging.

OpinionLab’s Winter 2015 release allows companies to more effectively listen to their customers at every brand touch point and deliver a higher quality and more consistent customer experience.

OpinionLab today unveiled its Winter 2015 release to extend the advantages of effective listening across the enterprise. The release builds on more than a decade of Voice of Customer innovation to drive smarter, more effective business decisions.

Now companies can easily make sense of unstructured feedback to better understand their customers; align their organization around real-time customer feedback; continuously listen to customers to diagnose and prioritize actions in real-time; and ultimately tailor the omnichannel experience to what customers want and expect.

“Our customers are asking for innovative ways to improve their customer experience,” said Mark Treschl, President and CTO of OpinionLab. “OpinionLab’s Winter 2015 release allows companies to more effectively listen to their customers at every brand touch point and deliver a higher quality and more consistent customer experience.”

OpinionLab Winter Release 2015: Action, Engagement, and Accessibility
Architected from the ground up to meet the demands of the omnichannel enterprise, the new release blends continuous listening at every touchpoint with innovative features that allow users to optimize the whole customer experience. Now companies can more quickly and easily make sense of customer feedback comments and associated critical context, and take rapid action to improve the quality and consistency of the customer experience.

Key innovations include:

  • Comment Themes: With Themes, companies can rapidly make sense of large amounts of unstructured customer data, unlocking the full value of real-time feedback. Themes visually group comments by subject matter to identity relevant sentiment clusters and pinpoint what customers are talking about most. Companies can quickly drill down into granular context to diagnose issues and discover opportunities to take immediate action.
  • Comment Mosaic: This innovation helps companies more effectively tell their Voice of Customer story within their organization, raising organizational awareness and visibility and aligning teams and executives. Comment Mosaic creates a dynamic and motion-driven matrix of segmented feedback snapshots, highlighting sentiment, ratings and comments in real-time.
  • Real-time Peer Benchmarks: To enable action and improvement, Benchmarks provide the industry’s most comprehensive and granular peer benchmarking. Companies can instantly compare task-specific performance (e.g., shopping cart or product page) versus aggregate, real-time data from peers to pinpoint moments of perceived brilliance or failure in their customer journey, and prioritize actions.

“We’re privileged to maintain long-term relationships with the best brands in the world,” Treschl continued. “As customer experience has evolved, these partners look to us for the innovation and capabilities to remain in step with consumers wherever they operate. Our deep expertise continually fuels new ways to drive success for our clients across departments and functions.”

The OpinionLab Winter 2015 release is now available. For more information, please visit opinionlab.com.

About OpinionLab
OpinionLab is a high-growth SaaS provider of continuous Voice of Customer listening solutions that drive smarter, real-time business action. The world’s largest brands, including: 4 of the top 5 U.S. retailers; 8 of the 10 largest American banks; the 5 largest U.S. insurance companies; and 3 of the top 4 U.S. airlines use OpinionLab to optimize customer experience and drive engagement across channels. OpinionLab continuously introduces new innovation to serve marketing and customer experience leaders, and is accelerating all aspects of its business to best serve the needs of its global customer base. In 2014, OpinionLab was recognized by Inc. magazine as one of the fastest growing companies in the nation. For more information, visit opinionlab.com, read the blog or follow us on Twitter.

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