Voice of customer
Feedback through every channel Listen.Analyse.Monitor

LISTEN
  • POST EXPERIENCE
    POST EXPERIENCE

    Measuring customer satisfaction is critical to understanding the emotions and thoughts that will likely form the basis of a customer's impression of your business. Geckolyst can handle all forms of post-experience follow-up data collected via surveys, post customer support calls, feedbacks etc. The data can then be used to improve the customer experience from first interaction through completion of the transaction. Data is also stored and compared for purposes of measuring improvements.

  • SOCIAL MEDIA
    SOCIAL MEDIA

    The modern consumer of the electronic age is more likely to let his or her voice be heard via social media channels such as Facebook and Twitter. Geckolyst software is capable of capturing any feedback text such as posts or comments on social platforms, responses in emails, online surveys. This largely reduces the uphill task of tracking customer feedback on such platforms.

  • CUSTOMER CENTRES
    CUSTOMER CENTRES

    Customer care centres still rank as being among the most important tools for handling customer inquiries and gauging satisfaction. All feedback received by representatives through online surveys, post support calls or IVR needs to be part of customer experience management and analysis environment in order to maximise its use. We integrate the customer centre with digital automation to create a total package that covers almost every feedback source.

  • EXISTING SYSTEMS
    EXISTING SYSTEMS

    Geckolyst which has inbuilt API can easily integrate with any existing CRM, ERP, or billing system already in place and collect any form of feedback data from these systems. Data collected could be used to interpret customer experience and help in taking planned business decision

ANALYZE
  • ROOT CAUSE ANALYTICS
    ROOT CAUSE ANALYTICS

    Any business success is calculated on its customer satisfaction ratio. Identifying dissatisfied customers and churning them into a long term business is a major challenge. Geckolyst built with robust analytical mechanism can identify the root cause for any customer dissatisfaction and report with timely alerts. It works to retrieve relevant insights and information from customer’s feedback data. With such information organizations can work on winning back detracted or at risk customers by addressing their needs which also works as good business relationship

  • REAL TIME DASHBOARD
    REAL TIME DASHBOARD

    Our real-time dashboard simplifies every aspect of data analysis and reporting and presents it to all stakeholders in a way that is comprehensible and actionable. It also enables real time access to reports on your mobile or even on the web. Data displayed can also be customized with drag and drop options and with filters and once created it could be set so that everytime the user gets the report in the same format which he likes to see.

  • TEXT ANALYTICS
    TEXT ANALYTICS

    Powered with advanced NLP mechanism, Geckolyst can analyse unstructured texts or customer feedback data from emails, social media posts, online surveys and other forms of text-based communications. NLP text analysis can analyze any customer feedback text according to specific words, phrases, and textual variants. All relevant data gleaned from the text is then categorized to give feedbacks on product service etc.

  • STURCTURE ANALYTICS
    STURCTURE ANALYTICS

    Text by way of written survey forms, customer feedback forms, etc. needs to be analyzed for better customer experience. Our tool employs one of the most comprehensive analytical mechanisms which can easily analyze any such structured data and identify satisfied or unsatisfied customer journeys.This data can then be compared to additional data gleaned from unstructured text analysis to give a comprehensive picture of customers experiences.

ACT
  • CLOSE LOOPING
    CLOSE LOOPING

    Negative feedback needs to be addressed immediately. With easy to use real time alert dashboard and equipped with quick response mechanism one can identify at-risk customers and address their concerns right away. Team members can connect and follow up with these customers immediately via email, phone or social media right from their dashboard. These prompt response eventually helps in building customers trust and confidence.

  • REAL TIME REPORTING
    REAL TIME REPORTING

    With Geckolyst you rely on a complex, highly functional, extremely useful, real-time reporting mechanism. Featuring an interactive and easy to use graphical interface, the real-time reporting module has been designed to suit all your reporting needs, as it comes employed with all recognized formats such as PDF, JPG or XLS. Reports can be tailored as per your specific demands, so you work with only the most relevant information at any given time. You will find Geckolyst real-time reporting mechanism clear, highly effective, user-friendly and easy to use.

  • TICKET MANAGEMENT
    TICKET MANAGEMENT

    Our devised ticket management system offers both the team leaders and the teams the ability to individually create and assign various tickets for any alerts they are confronted with. Ticket management helps the team achieve actionable responses and follow ups until the customer concerns are addressed.

  • RECOVERY MANAGEMENT
    RECOVERY MANAGEMENT

    Companies cannot allow customers to remain dissatisfied as it create too much of negative publicity for the brand. Recovery management helps companies to address every customer queries as soon as it arises in order to gain back dissatisfied customers

MONITOR
  • ALERT MANAGEMENT
    ALERT MANAGEMENT

    Strategic customer retention requires to be always on lookout for customers who might be dissatisfied with your products or services. Geckolyst alert management is a real-time mechanism designed to identify those customers at risk so that their concerns can be addressed at the earliest even before the completion of the transaction.

  • RESPOSE MECHANISM
    RESPOSE MECHANISM

    Geckolyst offers a real time alert and response mechanism to respond to all kinds of feedback quickly and appropriately which helps to significantly improve your customer experience management.

  • TARGET SETTING
    TARGET SETTING

    Powered with advanced NLP mechanism, Geckolyst can analyse unstructured texts or customer feedback data from emails, social media posts, online surveys and other forms of text-based communications. NLP text analysis can analyze any customer feedback text according to specific words, phrases, and textual variants. All relevant data gleaned from the text is then categorized to give feedbacks on product service etc.