What is Wootric?
Wootric provides modern software designed for customer experience (CX) management, aiming to enhance customer lifetime value through improved retention, engagement, and advocacy. The platform enables businesses to collect customer feedback at crucial points in the customer journey using established metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). It supports survey delivery across multiple channels, including web and mobile apps, email, SMS, and links, ensuring broader customer reach.
Leveraging machine learning, Wootric offers real-time analysis of qualitative feedback, identifying key themes and sentiment to provide deeper insights into the 'why' behind customer scores. It allows for the integration and analysis of feedback from various sources, creating a unified view of the Voice of the Customer (VoC). The platform integrates with existing systems like CRM and support tools, enriching customer data and enabling automated follow-up actions. This facilitates data-driven decision-making, helps identify experience gaps, and promotes a customer-centric culture across the organization.
Features
- NPS, CSAT, CES Surveys: Collect customer feedback using industry-standard metrics.
- Multi-channel Feedback Collection: Deploy surveys via web app, mobile app, email, link, SMS, and Intercom Messenger.
- Machine Learning Analytics: Automatically analyze text feedback for themes and sentiment in real-time.
- Unified Feedback Analysis: Import and analyze feedback from various sources (surveys, reviews, etc.) in one platform.
- System Integrations: Connect with CRM, support desks (Zendesk, Intercom), email marketing, and other tools.
- Custom Dashboards & Reporting: Visualize CX data and share tailored insights with stakeholders.
- Data Segmentation: Analyze feedback based on customer segments and other business drivers.
- Automated Workflows: Trigger surveys and follow-up actions based on events in integrated systems.
Use Cases
- Monitoring customer health and preventing churn.
- Analyzing multi-source CX data for a unified Voice of Customer view.
- Improving customer experience at key journey touchpoints.
- A/B testing product changes based on customer happiness.
- Prioritizing new product features using customer feedback.
- Analyzing support interaction feedback to improve service.
- Aligning company strategy around customer satisfaction metrics.
FAQs
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Can I apply Wootric analytics to survey responses collected from another vendor?
Yes, you can import feedback from any source into Wootric for text & sentiment analysis, creating a holistic view of Voice of Customer. -
How do I upgrade to a paid account?
You can schedule time with the Wootric team to discuss and select the package that best suits your needs. -
Can I customize the follow-up NPS question based on the score given (Promoter, Detractor, Passive)?
Yes, the Wootric dashboard allows you to set three different customized follow-up questions based on the NPS response category. -
Is there a limit to the number of colleagues I can add to my Wootric account?
You can add users to your account, and administrators can set permission levels for each user. Specific plans (Professional, Growth) have seat limits mentioned (5 and 10 respectively). -
Can Wootric import my existing NPS data and other feedback sources?
Yes, Enterprise customers can import customer and employee feedback data from any source into Wootric to unify their view.
