Hexia.voc
Centralize and analyze VoC data in real time with dynamic dashboards, automated alerts, and competitive insights. Identify trends, manage dissatisfied customers efficiently, and make data-driven decisions. Seamless integration via API and export options makes it a powerful tool for your business.
Explore Hexia’s Core Capabilities Available Across All Our CX Channels
Master Your VoC Data
Advanced technological tools for simplified VoC management and real-time data-driven decisions.
Dashboard
Our unique Hexia platform displays a dashboard that offers a global view of results based on user access. Filters can be personalized to meet your organization’s needs.
Filters and Bookmarks
Filter by specific periods, regions, or points of sale. Save default and custom filter settings for quick access in your bookmarks.
Follow your KPIs
Easily follow your KPIs : CSAT, NPS, Trends, Alerts management module, CES and Competitive analysis.
Key Performance Indicators
- Satisfaction Rate: Measures overall customer satisfaction out of 100.
- Net Promoter Score (NPS): Assesses loyalty by categorizing customers as Promoters, Passives, or Detractors based on their likelihood to recommend your business.
- Trends: Tracks KPI evolution over time to identify performance patterns.
- Alert Management: Categorizes customer alerts for efficient follow-up (e.g., to be resolved, on hold).
- Main Competitors: Compares your performance with key competitors to highlight strengths and improvement areas.
Statistics
This widget displays the status of sent emails to identify the best times. It shows the daily distribution of clicked emails and completed surveys, as well as by hour.
Email and SMS Sending
Easily integrate with third-party platforms and CRMs to share customer data, send emails or SMS, and encourage survey responses.
Results
The summary provides an overview of results and makes it possible to identify the points to work on to improve the customer experience.
Results can be sorted in ascending or descending order and can be exported in PDF format.
Results
This page also displays individual questionnaire results and alert statuses. Filters make it easy to search by branch or specific time period.
CXRay.sentiment
Instant sentiment analysis, detecting nuances and multiple topics for precise insights, while continuously adapting to the evolution of language and customer behavior.
The Benefits of CXRay
- Real-time sentiment analysis
- Accurate emotion detection in complex comments
- Continuous adaptation to new data and evolving behaviors
- Multilingual support for global coverage
- Trend tracking and identification of emerging topics
- Clear visualization with intuitive dashboards
Alerts
Alert functions provide real-time info on dissatisfied customers, allowing you to review their questionnaire and resolve issues. Statistics track response time.
Alerts
Pending alerts provide a statistical overview, including the number of alerts to process, resolved alerts, and average handling time. This page offers quick access to priority alerts and displays their details without opening the questionnaire PDF.
Trends
With the Trends tab, it’s possible to create your own charts and follow the evolution of chosen indicators or questionnaire indicators. Filters are available to sort the data.
Trends
The Trends tab also allows you to compare categories within a selected area or compare multiple areas based on selected categories.
Competitive Analysis
This feature allows you to evaluate your competitive landscape with a focus on regional specifics. Filters enable data segmentation by region or location for more targeted insights.
Competitive Analysis
Customers indicate whether their experience was more satisfying at your establishment or a competitor’s. This analysis highlights your strengths and areas for improvement against competitors, at both the network and territorial levels.
Export Reports
Track performance and tool usage with detailed reports, easily exportable to Office suite (Word, Excel, etc.). Apply filters and set the period for tailored results.
Available Reports
- Success rate per question: Details of responses and success per question
- Newsletter subscribers list
- Connection report: Tracking user activity
- Raw survey data: Export raw responses
- Survey data: Complete result analysis
- Reports are available in CSV and PDF formats. Choose the delimiter and apply filters to refine your data.
Complete Insights.
Smart Decisions.
Customer Experience & Reputation Management
- Identifies dissatisfied customers before they complain online.
- Encourages satisfied customers to leave positive reviews.
- Transforms dissatisfied customers into brand promoters.
Performance Monitoring & Strategic Insights
- Increases the volume of customer feedback.
- Compares the performance of points of sale at a glance.
- Tracks the impact of corrective actions over time.
