eTouchPoint Hierarchical & Brand-Level Reporting

Continuously and cost-effectively monitor, manage, and improve the performance of your company to optimize your customers’ experiences at every touchpoint.

eTouchPoint is a comprehensive solution that enables companies to easily and cost-effectively collect feedback data from customers, employees, and partners on their experiences with the company, its brand, and its employees.  With eTouchPoint, you will know who is dissatisfied, why they are dissatisfied, which touchpoint was responsible for the interaction, and what should be done to rectify the situation or improve the process in the future.

Advanced, Flexible Data Collection

Collect feedback across different segments or channels quickly and easily using Interactive Voice Response (IVR), Online Surveys, or SMS / Mobile text messaging.  The medium used is dictated by the business need – IVR is used for employee-level, post-interaction, customer experience surveys, while Online Surveys may be used after an e-chat or web-based interaction. Programs can be recurring, periodic, or one-time events.  eTouchPoint also easily integrates with your other information systems for enhanced data analysis and reporting capabilities.

Enterprise, Hierarchical Reporting & Alerts

eTouchPoint’s unique approach to Enterprise Feedback Management (EFM) enables our clients to engage customers, employees, and partners at every touchpoint. Feedback is consolidated and integrated into a single platform, where it is transformed into actionable business intelligence.  The system automatically alerts field leaders, so they can resolve customer concerns immediately, while corporate stakeholders can monitor and prioritize strategic issues.

Integrated Coaching Tips & Training

We recognize that reports and data alone will not solve problems.  That’s why eTouchPoint incorporates a sophisticated business intelligence engine to ensure that the right information is sent to the people that need it most.  Based on user-defined thresholds, the system will automatically identify the appropriate improvement strategies, coaching tips, best practices, training modules, and recognition for a job well done.