The most important driver of customer experience is how successful we are in our customer service. That is why real-time monitoring and measuring it is very important.

What makes this challenging is that there can be many customer touchpoints. They can be phone calls, chat conversations, emails or even instant messages. The data collected from these is on different platforms and databases.

In addition, the situation is very often that the feedback received from customer service is in a different place than other monitoring.

The solution is to combine data and customer feedback from different customer touchpoints in one place, in clear dashboards, where they can be seen as a whole and at the unit and individual level.

How a customer experiences our service or product consists of many stages during the customer relationship. That is why this should be measured from many different points.

An NPS survey sent after a customer service situation is very effective, but it is only one individual situation with the customer.

The most comprehensive picture of the customer experience is obtained when measurement is taken in different situations. In these different situations, measurement can be implemented in slightly different ways, which allows for more comprehensive feedback from the customer.

As mentioned, an opinion/NPS survey sent after a customer service situation via SMS works great. This can be answered directly by SMS, making it quick to provide feedback.

A survey sent after the delivery of a product/service about the success of the delivery or a request for a product review can then be form-based. This can be forwarded to the customer via the desired channel or the customer can access the survey, e.g. via a QR code.

The feedback from these different points is brought together, allowing them to be viewed as their own dashboards and analyses, as well as summaries, where the data is combined into a so-called customer experience path (e.g., aggregated NPS).

A very common situation in many organizations is that business-related data and information is fragmented in many different places. Data is in different systems, databases and Excel files.

For reporting and decision-making, this data is collected, combined and formed into presentations, e.g. in Power Point once a month or less. When this is the case, the right, business-critical information is not available in daily or often even weekly operations.

The solution is to form an understanding of the most relevant data and KPIs for the business and bring this into the operational business as a “single pane” dashboard, i.e. a desktop. The purpose of such a dashboard is to provide a cross-sectional, concise view of the business situation.

A dashboard can be a view within an ERP system, a BisLenz dashboard or even a website shared via a link, so that it can be effectively shared and used within the organization.

A customer’s purchase or visit to a website is always part of a journey, the different stages of which can be measured and analyzed.

The digital customer journey begins with meeting the customer through paid advertising or organic communication. Commitment to communication shows how well we have evoked emotions in the customer.

Website visitor statistics tell us how the customer navigates our website and ends up buying our products. Customer feedback tells us how the customer experienced our products and services.

By analyzing the customer journey as a whole, we can better identify our most important development targets and improve the productivity of the website or store.

Business management is practically a continuous process of decision-making based on available data.

The necessary data is often scattered across different systems and as such is difficult to interpret.

It is worth automating the reporting of the most important and most used information into management summaries, which can minimize the resources used to collect and visualize the same data. Business-critical information is always available in real time and visually for conclusions.

At the same time, a systematic process is created to support decision-making, which creates the conditions for organizational learning and monitoring of decisions made.

The experiences and feelings described in the customer’s own words are the most valuable contribution in utilizing customer feedback. They often identify which things work and which require development, which are easily blinded by the inside.

Anyone can still handle a few dozen pieces of feedback at a time, but when the volumes increase and you want to systematically examine views over a long period of time, artificial intelligence is needed.

Text analysis tools analyze the content of the feedback and classify it in the desired way. At the same time, the tools compile the desired summaries of feedback over a selected time period or on a selected topic.

Instead of going through each message, you can focus on selected themes from the mass of feedback. The most time-consuming part has been handled by artificial intelligence in a few seconds.

Managing customer data can be a struggle.

Hundreds of CRM solutions available in the market feel too heavy, too complicated and too expensive for your needs.

However, working with Excel only is also challenging, especially if your team size is bigger than 1.

Bislenz Customer Database sits somewhere in between as light and simple solution.

You can handle basic customer data, add customer facing activities and attach documents, such as agreements.

Measuring and optimizing marketing success is very challenging, because the data collected from these is in many different places and in different formats.

However, it is very important to understand this whole thing so that you get the best possible return on your investment, i.e. time and money.

Data from all your marketing channels and websites can be brought into one place. Reach and conversions from different channels in an easy-to-read and clear dashboard.

By connecting all the digital channels used by your organization, you can see and analyze any data from visibility to how your target audience is engaged with your content.

How did your audience end up on your website? You can see the entire customer journey at each touchpoint, as well as timeline views of all your paid and organic marketing activities.

Strategy and management are critical, important parts of business. The goals and metrics set should be easily accessible and regularly monitored.

However, the situation is often that plans and documents are in a different place than the actual business data.

Effective management needs to be supported by as real-time data as possible, which is always available when needed.

The goal is for all stakeholders to understand the connections between strategic choices, goals and metrics and everyday operations.

Managing goals, meetings and minutes in one place, alongside live data, makes everyday management easy and cost-effective.

In many organizations, sales are made through several different channels, such as field sales, partner sales, brick-and-mortar stores, and online stores. Sales generated in these channels are often reported in different places and ways.

Collect sales data together and visualize sales KPIs in easy-to-read dashboards. Track at the product group or product level what products or services are sold, how much, and where.

Visualize your sales pipeline at different levels, from potential customers to offers and contracts.

You can easily visualize and analyze how sales are performing and compare this over different time periods.

Combine sales figures with marketing, customer journey, and customer experience data in one place and on shared dashboards.