Webex Experience Management (formerly known as CloudCherry) is a cloud-based customer relationship management (CRM) that helps brands track and improve customer engagement by mapping customer journeys, collecting omni-channel feedback and measuring its Net Promoter Score.
Webex Experience Management features a statistical model called the Customer Delight Meter. This model seeks to quantify customer satisfaction with their experience by mapping each step of the customer journey and gathering feedback at every point.
Users can gather feedback from customers through a wide range of channels and touchpoints, including paper feedback forms, tablet surveys, web surveys, email surveys, IVR surveys and SMS surveys. Webex Experience Management pulls data from all of these disparate feedback channels into a single unified dashboard for deriving insights.
Webex Experience Management can be purchased on a per user basis. Users can take advantage of implementation services, consultancy services and general training.
Aileen Z. Especialidade: Bancos Número de funcionários: 1.001-5.000 funcionários
Cloud Cherry is a company that truly cares about your needs and supports you to reach your goals. It's like they are part of our family because they desire to see us succeed and provide us with the expertise and tools to do so. Their representatives are friendly, engaging, and professional. In addition, they have developed solutions at no extra cost to us. In this day and age, that is a rare find. They are priced right. The features that Cloud Cherry offers in their tool outshine many, if not all, of their competitors. They are a company that is "in it" for the long haul as they plan to continue to develop features that will make this tool the best in the business. Our credit union is so glad we chose Cloud Cherry.
This software is engaging and easy to use for survey creators, survey takers, and management teams logging on to view their real-time survey responses. We love that we are able to share interactive dashboards with management teams, which displays aggregated results as well as provide individual survey responses. Management teams also have the ability to download Excel spreadsheets of their survey responses. The software can be set up to generate notifications to our management teams to receive negative survey responses in their email inbox so they can respond immediately. In addition, Cloud Cherry's tool provides a ticketing system for management to record actions taken to address negative survey responses. This tool has created efficiencies by reducing work and enabling management teams to access their feedback in real-time.
Although the features are a cut above other survey tools we've used in the past, we'd like to see a few more features developed more fully: customized reporting, text analytics, ability to copy/paste whole surveys and survey questions. The great thing is Cloud Cherry is open to feedback and continues to develop their product, therefore, I see these features being a reality in the near future.
Our credit union wanted a tool to generate and collect surveys for both our members (customers) and employees. Cloud Cherry is the 3rd company we have partnered with over the years to provide this solution and they are the best priced for the number of features they provide. The greatest benefits we've realized so far are the pricing, the additional survey features and functionality we now enjoy, and the ability of our management teams to log on to see their survey results in real time. We are excited about our future with Cloud Cherry.
Resposta: CloudCherry Analytics 24/03/2017
Thank you for the review :) We are committed to delight Desert Schools team with our product and services in the future as well.
Vinodh sagayaraj E. Especialidade: Imobiliárias Número de funcionários: 51-200 funcionários
The customer feedback helps us to find the core problem / root cause of the Customer's concern.
The problem insights helps us to make a better business decision for more sales and customer satisfaction.
1. User friendly software
2. Additional sailent feature provision urges the user to reuse the platform.
3. Very simple platform where one can guage the Customer Delight easily.
4. The presence of this software is highly recommended for any industry because it's important to take care of our existing customer, which itself helps us to retain a certain amount of business in any industry and the tought process of the Customer about the company is revealed using this software.
The software has a limitation where more images / creatives cannot be added because it causes the platform to work slower.
Laura S. Especialidade: Bancos Número de funcionários: 501-1.000 funcionários
CloudCherry has been good to work with. They are eager to ensure a good customer experience as well as learn from customer feedback to continually better their program and processes. Communication is good. Any issues that have come about tend to not necessarily be with the software itself, but with the maturity of the processes for implementation that can create loose ends.
Flexibility and support provided by the CloudCherry organization
Bugs, maturity of processes for implementation
Robyn S. Especialidade: Hotelaria Número de funcionários: 51-200 funcionários
Overall experience has been great. The customer service is suburb and it is user friendly. It helps the business find trends and zero in on some concerns of our guest. We have been using this tool for many years, and all of our management
I like that you can personalize it to the needs of the business. We create the email list and it is easy to upload the list and automatically send out the surveys however often you would like. It is user friendly and if i ever do need assistance i get email responses in a timely manner. We use this software to survey our guest about their stay and we are able to categorize the questions by department so we can see trends and opportunities where we can improve.
It was a little difficult at first to understand how to use the software. However, once you learn it it is simple. Did take take to fine tune the questions and what works best for the business, but overall it isnt too difficult.
Resposta: CloudCherry Analytics 24/06/2019
Thank you for the review. We look forward to continue to try and provide you and your staff with more and more value.
The CloudCherry Team
Mandy O. Especialidade: Serviços financeiros Número de funcionários: 51-200 funcionários
We appreciate the fact that Cloud Cherry's product team takes an interest in what their customers are needing from the platform. When we have a need, idea, or issue, they take action in a timely manner. They have been able to create custom reports for us and alter them as needed.
Occasionally there are errors in reporting, or other minor issues with invitations, but they are always quick to find a resolution.
Resposta: CloudCherry Analytics 20/06/2019
Mandy on behalf of CloudCherry we wanted to say thank you for being a customer and thank you for speaking such kind words about our team.
Our goal is to continually make you successful, please let us know if there is anything we can do help more.