From small businesses to enterprise brands, from separate modules to the entire customer experience management (CXM) ecosystem, Itransition creates turnkey solutions to cover every stage of the CXM cycle.
Automated cross-channel collection of online, offline and mobile customer data on the past experiences and transactions, recent behaviors and issues, as well as real‑time actions. With a unified view, data is available in real time and distributed to responsible employees and cross-channel marketing endpoints.
Cross-channel automated feedback aggregation from structured and unstructured sources to identify trends, patterns and spikes in comments, root causes driving all the conversations, detect sudden deviations and issues.
Personalized Customer Satisfaction Surveys
Email and website surveys, customer interviews, feedback collected in enterprise and commercial systems, etc.
Feedback Analytics
Product reviews on third‑party websites, comments on social media, customer support inquiries, agent notes, etc.
Based on the aggregated CX data, our analytics solutions with embedded BI reports and dashboards help define trends and successful scenarios, segment customers and detect satisfaction issues, predict customer behavior and plan future activities.
With a unified view of the customer and built‑in analytics capabilities, our solutions track customer experience history, monitor where customers are in their journeys, and, based on this data, help create personalized messages.
Consistent and dynamically rendered content across channels and devices based on the customers’ context. We employ automated mechanism for content planning, scheduling and publishing.
Solutions for marketing programs management from start to finish backed by powerful predictive analytics, behavior patterns recognition, and complete data management capabilities.
Our integrated loyalty solutions support all areas of the loyalty system operations, including customer acquisition and retention, rewarding and discounts mechanism, feedback aggregation.
A unified customer information database containing full conversation history, profile details, notes and tags ensures delivery of personalized interactions starting immediately from the point where the last communication has been stopped.
Customers can learn the desired information, as well as get support from a variety of channels and self-service options whenever they need.
Social channels, web chat, click-to-call, phone, email, mobile messaging
Interactive voice response, virtual assistant, self‑service customer portal
We design automated scenarios for addressing revealed customer issues, as well as workflows for customer issues tracking with automatic escalations and alerts as needed.
As customer experience directly depends on the service speed and quality, we deliver performance tracking solutions to monitor, analyze and optimize employee performance.