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InsightSofa Enterprise™

Online surveys

Focused on performance and the most advanced view
of the Customer Experience

Understanding the customer experience using the Net Promoter Score

One tool for all steps of customer experience work.

Data collection, evaluation and reporting, management dashboards and status notifications. Sophisticated “close the loop” system. InsightSofa offers all the tools you’ll need to work with customer experience.

Complete solution for collecting and evaluating data through different channels

Reporting with an emphasis on ease of reading and clarity of the data collected

Collecting feedback via emails, SMS or even telephone polling

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You can reach your customers anywhere. At the best time.

For the right customer experience results, the time of enquiry is absolutely crucial. That’s why at InsightSofa, polling is transactional (immediately after purchase). At a time when the customer is full of emotion and can provide relevant feedback.

Different settings for the time of polling (for example, immediately after purchase)

Sender-policy settings for defining how many surveys a customer should receive in a certain amount of time

Fine-tuned settings for highest deliverability and response rates

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Minimum
burden on the customer.
Maximum
efficiency of the acquired data.

Monetization of feedback.
When your profits matter.

Monetizing NPS now adds a significant role for your ROI. Combining NPS methodology and customer financial data puts a very powerful tool in your hands to shape and direct your business. It significantly refines the data provided and clearly identifies where to focus for the highest profit.

Segment your customer group by turnover and satisfaction and choose the right actions for them

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Perfect and simple methodology.
Net Promoter Score

Cross-sell and Up-sell
that your customers are asking for.

By combining the Net Promoter Score methodology and NPS monetization, you can easily show customers who will buy the products you send them an offer for.

62% of B2B customers and 42% of B2C customers will buy again after a good customer experience

It’s 5x-25x cheaper to sell to a current satisfied customer than to get a brand new one

View all satisfied customers with a few clicks

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Use your promoters for referral marketing.

Did you know that 80% of positive reviews on websites come from follow-up emails sent by businesses themselves to their customers?

Set up an automated email that prompts satisfied customers to leave reviews

Ask the dissatisfied ones what you need to do to change their relationship

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Or call us directly: 734 579 597

Complements perfectly with your current systems

To make customer experience work as automated as possible, you need to integrate InsightSofa with your current systems. Don’t worry, our connectors work well with most current solutions on the market.

Fast implementation. Easy to use.
Flawless training.

Implementation of InsightSofa directly from the creators of the application.
Take advantage of our 11+ years of experience implementing CX into companies.
Order implementation

Easier than you think.
We can do it online.

A truly dedicated project manager. From start to finish.

Proper implementation into a business involves understanding your organization, the processes within the business and the goals set. A dedicated project manager is available throughout the implementation to lead all meetings and ensure a worry-free implementation of InsightSofa. You can contact him at any time to address your current needs.

Clearly defined process
saves time on both sides.

We have done many implementations from small companies to multinational organizations, operating in more than 20 countries. We have developed plans for companies of all sizes and complexity of requirements.

Initial consultation, familiarization and analysis of the current state of affairs

Definition of objectives and project plan

Building a structure of polling, trigger points and touch points

Creation of text and graphic design of the solution

Building a structure of polling, trigger points and touch points

Test version, testing and commenting

Training on how to work with the system and customer experience

Launch of the live solution

We minimize all “birth” pains.
We’ve already been through them.

Introducing a customer-centric approach to your business is a complex activity in which you can run into a lot of problems. Rely on us. We’ve seen many problems, solved them, and we won’t let them occur to you.

We will deliver the implementation „turnkey“.
With minimal interaction.

From the initial meeting, to overseeing the right course and working with the customer experience. We are here for you. And we love doing it.

News about InsightSofa Enterprise™

InsightSofa App Update (August 2022)

InsightSofa App Update (August 2022)

Measurement of email open rates As an additional help for optimizing surveys, we have added email open rate measurement. Use this feature if you want to see where the weak links in your surveys are - where the most respondents are dropping off. You can then improve accordingly.   Possibility to insert variables into other fields Now you can insert dynamic variables (such as name, product, and other items) not only in the body of the email, but also in the subject line, in the survey itself, and other places.   Ability to log in as selected users Administrators can now log in as the selected user with a single mouse click. This makes it easier to set up individual user accounts and check that the correct data is visible.   Bulk retention case management The ability to bulk manage retention cases has been added. If you want to close (or open, change the status, or delegate) retention cases all at once, you will now find it much easier to do so.   Monetization of the NPS We got out of beta testing of NPS Monetization. If you want to drive customer experience not only by the most frequently tagged values, but also by the value of your customers, get in touch for a quote on the Monetization NPS module.   Option to show only selected Level 1 / Level 2 questions depending on the respondent's rating You can now select only specific Level 1 and Level 2 questions to be shown to the respondent, depending on whether they are a supporter, passive or critic.   Option to upload multiple attachments at once The ability to add multiple attachments at once has been added to the WIKI and Internal Retention modules.     What can you look forward to soon? Sophisticated goals module In order to comfortably run your organization according to customer experience, you need to set goals for your employees. In the new Goals module, you will be able to set goals not only for specific employees, but also for departments, product groups, etc. Touchless filling of InsightSofa OneTouch terminals Leave it up to the customers whether they want to leave their feedback directly in the store using our terminals or choose to complete the survey completely contactlessly.   QR code surveys on product packaging Especially for manufacturing companies, we have prepared the possibility to add a QR code on the packaging of their products and thus allow people to vote who do not have direct access to the company. Reporting and data display is then the same as in our Enterprise module.
InsightSofa App Update (June 2022)

InsightSofa App Update (June 2022)

New branch in Slovakia We have opened a new branch in Bratislava for all our Slovak customers. Support is now available to Slovak customers in Slovak and overall communication on the Slovak market should be considerably strengthened by this step. Visit us at Záhradnická 72, Bratislava, or call us on +421 915 090 750. WIKI A new version of the WIKI module has been added to InsightSofa. This module is used for knowledge sharing between all InsightSofa users. This module is used for knowledge sharing between all InsightSofa users. You can easily create new sections and add to them any topics you want your users to have at hand at any time. The module can be activated by your account administrator in the user group settings. Opening only specific retention cases In the rules for opening retention cases (dissatisfied customers) it is now possible to set a condition that only cases are opened where the respondent has marked a specific L1 question in the survey. Opening (and especially correctly assigning) retention cases is now even more accurate. Ability to resolve (or delegate) multiple retention cases at once It is now much easier to mass delegate or deal with retention cases. On the retention page, simply mark all the cases you want to change and make the change. Translations for multilingual companies For companies that have user accounts in multiple languages, reading data is now more convenient. In addition to the entire application, all custom fields entered by users can now be translated. Reading data for foreign colleagues is now even easier. Improved data display There has been an improvement in data fitlration across InsightSofa. You can now set the data type field and use this to better filter customer experience results. SWOT report We have created a brand new report called SWOT for customers using monetization. It is a classic SWOT drawn by the customers themselves. This SWOT can be plotted for the whole company, but it will start to gain strength if you start plotting it for individual segments, product groups, responsible persons, regions, etc. Contact us for more information. It's worth it 🙂 + Many other small improvements that make working with InsightSofa more pleasant and faster.
InsightSofa App Update (May 2022)

InsightSofa App Update (May 2022)

Online polling module – InsightSofa Enterprise New data filtering options The option to filter by ranges has been added to the filters. So you can now look at the customer experience with even more precision than ever before. Switching between graphical and spreadsheet report Now when switching between graphical and speadsheet reports, the filters used are kept (remembered). So you can switch back and forth very comfortably. Update mobile version of the app The mobile app is again a bit clearer and graphically nicer. Displaying the days of the week Fixed a bug where some reports could show the week from Sunday to Saturday. New SWOT report As part of the monetization, we are launching a new customer experience “SWOT” report. The report plots the SWOT of your company (or a segment of your company), directly through the eyes of your customers. The SWOT report is visible to customers who have subscription monetization. Application ROI Calculator InsightSofa A new feature on Insightsofa.com that easily calculates the return on your investment in InsightSofa, based on given parameters. The calculation is based on a UK study by the London School of Economics. + minor modifications and improvements to the application   Coming soon… Monetization of the NPS Start beta testing of customer experience according to NPS Monetisation. NPS Monetisation is very briefly about plotting customer experience using creditworthiness and customer value. It helps companies focus on the areas that matter most to the company’s operations. Keyword Analysis Report A report analyzing the occurrence of certain words and sentiment in open comments. Easily find out what the key points your customers are addressing without having to read hundreds or thousands of comments.

InsightSofa App Update (April 2022)

InsightSofa App Update (April 2022)

Online polling module – InsightSofa Enterprise Customize the display of columns in the answer list You now have the option to choose which columns will be displayed in the answer list. This allows you to tailor the main report to the exact needs of your organization. You can not only choose which columns are displayed, but also their order. Changes can be made for a user group – i.e. for all users in a given user group the option will be applied. L1/L2 report The option to display the L1/L2 report as a numeric table has been added. It is now possible to interactively click through individual values in the table. You will then see a relevant listing of respondents. A new and fast way to view data statistics In Processes/Automated Sending, you can now view summary information about individual mailings. You will find detailed data on how many customers were imported, how many surveys were sent, or how many responded. Defending against spam filters Some email providers check emails before delivery by having robots visit links in the emails. We have implemented a feature that prevents these bots from “spoofing” votes. Added full-text search option in retention It is now possible to do full-text searches in all retention cases. Exporting answers for InsightSofa Enterprise module The quota for exporting completed surveys to Excel has been increased. From the original 5 000 to 50 000 surveys in one file. Respondent card optimization The respondent card has been optimized and now loads much faster. Optimization of reports In some accounts, the order of columns in the reports may have changed after applying the filter. This error has been corrected and the columns appear in the same order in any filter application. Optimizing the site for respondent removal The site has been optimized for respondent removal. Now, even for accounts with large amounts of data, removal is fast. And many minor improvements and bug fixes.   Kiosk module – InsightSofa OneTouch Export of answers Now the complete data from the OneTouch module, including the NPS scores, is displayed in the Excel export of the responses. And many minor improvements and bug fixes.

InsightSofa App Update (March 2022)

InsightSofa App Update (March 2022)

Online polling module – InsightSofa Enterprise Easier work with retention In the retention settings, there is an option for what should happen automatically with retention cases. This will help you to set, for example, to automatically open a retention if a customer replies to your email. Or conversely, if you send an email to the customer, the case will automatically close. L1/L2 report improvements We have made improvements to the L1/L2 response report. You can now click through any number in the “Table” section to get to the heart of the problem (or benefit) your customers are suggesting to you. It’s the next step towards full interactivity in our reports. New look of InsightSofa Together with our new corporate identity, the design of the app has been improved and made clearer. The aim was to make the app more pleasant and easier to use. New InsightSofa website It’s not really related to InsightSofa, but we would be very happy if you would take a look at our brand new website www.insightsofa.com and maybe let us know “How much would you recommend it to your colleagues and friends” And many minor improvements and bug fixes. Kiosk module – InsightSofa OneTouch Virtual AI assistant We have launched our very ambitious ISI virtual assistant project on several reports. ISI can use artificial intelligence to research your customers’ opinions and show you the most important data. It’s the next step towards enabling you to run your organisation more and more exactly as your customers want. ISI is currently in beta mode. And many minor improvements and bug fixes.

Super zoo measures customer experience with InsightSofa

Super zoo measures customer experience with InsightSofa

We welcome on board another client who cares deeply about understanding his customers. Super zoo has a dedicated InsightSofa solution that provides its executives, regional reps, e-commerce management, as well as the stores themselves with a complete view of the customer experience. We wish you every success and another substantial push ahead of your competition.

Interesting reference projects

Zásilkovna

Zásilkovna, as one of the largest Czech shipping and parcel carriers, cares about customer satisfaction to the highest possible degree. That’s why it chose InsightSofa Enterprise as its central solution for collecting, evaluating and reporting satisfaction. We have a great time working with clients who want the best solution on the market, know how to work with it, and truly run their business according to customer opinion. And they’re doing a great job.

Alza

Measuring customer satisfaction for all purchases on the largest Czech e-commerce project is the result of our long-term cooperation with AlzaExpres. Companies like Alza care 100 percent about customer satisfaction. They need a truly comprehensive tool to measure all kinds of touchpoints. Alza needs reporting a little different for each country they operate in, and a lot of customization for different jobs. Alza is a prime example of Customer Experience working well. And that’s why they need a quality and sophisticated tool – InsightSofa Enterprise.

AAA Auto

The used car business is an industry highly dependent on customer experience. Knowing it perfectly is a key factor in a company’s success. That’s why AAA Auto needed a tool with which to grow. InsightSofa Enterprise provided all the features and insights into customer satisfaction and suggestions that help AAA Auto solidify its position as a market leader. For AAA Auto, we measure the customer experience in every country where they operate.

Packeta

The cooperation with Packeta International is based on the cooperation with Czech Zásilkova. This company operates parcel services in other European countries. And they chose InsightSofa Enterprise as their flagship customer experience measurement solution. For Packet, we collect data from many hundreds of thousands of customers every day, providing relevant results on a daily basis. Several customizations of the app make our tool a great tool to help you build a better and better business.

Mototechna

Mototechna is a premium dealer of pre-owned and referral cars. Measuring customer experience is central to the company as the business largely operates on the principle of referrals. A quality tool that can be customised, handles multiple touchpoints, languages and can report different data for different levels in the organisation is absolutely key. InsightSofa Enterprise delivers these insights and helps them build their business and customer relationships.

Alzaexpres

The collaboration with AlzaExpres and InsightSofa has been ongoing for many years. Alzaexpres, as a premium transport service for Alza.cz customers, represents a perfect service with which the customer must be completely satisfied. In an interesting implementation of InsightSofa Enterprise, we measure this very precisely. If a problem occurs, we notify immediately and solve it directly in the application. We also appreciate the decision that all employees work with the app, and every employee sees the feedback related to themselves. Well done!

Lomax

Lomax is one of the largest manufacturers of garage doors and related accessories. With InsightSofa Enterprise, Lomax measures customer satisfaction not only with their products, but also with the installers who install their products. By closely integrating InsightSofa with their permanent systems, they are able to measure the experience of all their customers very efficiently and in real time.

Super zoo

Super zoo is a large e-commerce project and a network of almost 200 stores in the Czech Republic and Slovakia. The knowledge of customer experience, recommendation and opinion to improve is very high with this company. Providing the right data for decision making to management, regional representatives, and the stores themselves is in high demand in this regard. InsightSofa Enterprise guarantees them perfect visibility and recommends the right steps for continuous improvement. Real-time.

Just one more step to understanding your customers

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