Voice of Customer - Upshot.ai

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Customer Success Stories

Panini partnered with Upshot.ai to drive product strategy and increase user lifetime value across their NFL, NBA, and FIFA card trading apps. Leveraging personalized push notifications, in-app messaging, and email, we were able to observe a 6x increase in user engagement.

Puma uses upshot.ai to drive app user engagement and boost customer retention. During the world cup, they leveraged our gamification and omnichannel engagement tools and observed their day three retention increased by 44% and day seven retention by 38%. Their app feature adoption rate went up by 44%.

Voice of Customer Tool Enables Companies to –

Know your customers

Upshot.ai allows you to capture the voice of your customer on any device, in any language, at every touchpoint. Provide customers the power to express opinions in quick and efficient formats.

Build loyalty

Identify where brand loyalty is gained or lost with powerful real-time analysis, transform feedback into insights, and put customers at the center of your business.

Engage and empower

Identify opportunities to capture customers’ voices using upshot.ai and turn your customers into your brand advocates leveraging direct access to feedback and insights from costumes.

Upshot.ai Voice of Customer ToolKit

Surveys

Surveys provide a crucial source of data and insights from your target audience. With Upshot.ai, you can scale your survey significantly. You can send surveys to tens of thousands of people with a click of a button, even in multiple languages. You can analyze the results quickly and more accurately across different channels.

Choose the right survey types from various options such as conditional surveys, multiple-choice, open-ended, text only, slider, multi-select, and so on to capture customer feedback.

Net Promoter Score (NPS)

Upshot.ai allows you to capture Net Promoter Score (NPS) and focuses on uncovering customer loyalty by asking a simple question:

“On a scale of 1 to 10, how likely are you to recommend us to a friend or colleague?”

Each time a customer responds, the answer is segmented based on the criteria:

Promoters (9-10): These customers love your product or service and are likely to refer you to potential buyers. The customers are generally repeated customers and have high customer lifetime value.

Passives (7-8): These customers rate your product or services either 7 or 8 and are content with being your customer but may switch to a competitor should they find a new or better product.

Detractors (1-6): These customers are not happy with your product or service and are likely to damage your brand reputation by sharing their negative experiences with their friends, family, and connections.

Customer Satisfaction (CSAT)

CSAT is measured to track how satisfied customers are with your products and services. It usually appears at the end of a customer feedback survey:

“How would you rate your overall satisfaction with the [goods/service] you received?”

(Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers

Measure customer satisfaction with upshot.ai and get insights into your customer satisfaction.

Rating Requests

Build your brand reputation, credibility to your company, and provide the social proof needed to influence consumer behavior. Trigger in-app rating requests using upshot.ai and reward customers for sharing the rating and review.

App Store Optimization

Optimize app store and play store ratings. Upshot.ai prompts users to provide ratings, identifies negative ratings, and asks users for feedback. It enables you to redirect users who give positive ratings to the app/play stores, resulting in higher optimized ratings and more downloads.