Author: Shefali Chad

Word Cloud

Project Level Interaction On the dashboard: Scores > Interaction Click the Question Selector > Primary Comment A word cloud is available for all text interactions which gives a pictorial representation of key words used most often in comments received at a project level. It also includes the count of responses which include customer comments and their respective […]

Cohorts

On the dashboard: Scores > Summary Cohort Customers grouped together by shared characteristics such as responses given or transactions performed. Account Level Account AN ACCOUNT CONSISTS OF MULTIPLE SUB-ACCOUNTS OR PROJECTS, FOR E.G., ‘SHOPPING EXPERIENCE’, ‘PRODUCT EXPERIENCE’, ETC. The cohorts widget on the RHS highlight the top/bottom 5 cohort values and their scores along with […]

History

logs of the actions performed on the response are displayed. Details like the event name, date and time, whether the action was performed by a user or the system and the action performed are available for tracking.

Chat

Facilitates communication with the customer via a chat interface. When a reply is provided on the customer response, the customer receives an update via SMS/Email with a URL to access the chat interface where the response details and all messages shared on the response are visible.