Satmetrix Reviews & Pricing
What is Satmetrix?
Industry Specialties: Serves all industries
Satmetrix Pricing
Based on our most recent analysis, Satmetrix pricing starts at $300 (Monthly).
- Price
- $$$$$
- Starting From
- $300
- Pricing Model
- Monthly
- Free Trial
- No
Training Resources
Satmetrix is supported with the following types of training:
- Documentation
- In Person
- Live Online
- Videos
- Webinars
Support
The following support services are available for Satmetrix:
- Phone
- Chat
- FAQ
- Forum
- Help Desk
- Knowledge Base
- Tickets
- Training
- 24/7 Live Support
Satmetrix Benefits and Insights
Key differentiators & advantages of Satmetrix
- Reduce Customer Churn: Rectify product, process and behavioral issues using AI-based analytical modules. Identify negative sentiments, blind spots and churn risks.
- Measure Customer Satisfaction: Optimize data gathering through real-time, personalized, contextual and conversational surveys.
- Improve CX Strategies: Determine if customer decisions align with an organization’s financial objectives through customer experience impact assessment (CXIA). Provides custom consulting for KPI target setting and ROI analysis.
- Optimize Business Processes: Streamline product, marketing and sales tasks by accessing the feedback repository. Gather structured and unstructured customer insights through omnichannel feedback collection forms.
- Avoid Expensive Repeat Calls: Agents and service teams can preemptively close the loop using role-based dashboards.
Industry Expertise
Synopsis of User Ratings and Reviews
Based on an aggregate of Satmetrix reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.
Pros
Cons
Researcher's Summary:
User reviews from the last year paint a mixed picture. While Satmetrix is generally praised for its ease of use and comprehensive features, some users have expressed concerns about its cost and occasional difficulty to use.
Users often highlight Satmetrix's strength in collecting and analyzing customer feedback, particularly its survey tool and reporting capabilities. They appreciate the platform's ability to provide a holistic view of the customer journey, enabling them to identify pain points and areas for improvement. However, some users find the platform's pricing to be a significant barrier, especially for smaller businesses. Additionally, while many users find Satmetrix easy to use, some have reported a steep learning curve for certain features.
Satmetrix differentiates itself through its robust scoring tool, which allows businesses to track their progress in improving customer experience. This feature is particularly valuable for businesses that are serious about measuring and improving customer satisfaction. Overall, Satmetrix seems best suited for medium to large businesses that prioritize customer experience and have the budget to invest in a comprehensive solution. Smaller businesses or those with limited resources might find the platform's cost prohibitive. It's important to note that Satmetrix was acquired by NICE Systems in 2017, so it's essential to check for the most up-to-date information on the product and its availability.
Key Features
- Omnichannel: Streamline data collection across multiple customer touchpoints and channels.
- Direct Feedback: Send surveys via email, IVR, in-app, website and comment cards.
- Indirect Feedback: Gather insights from service call recordings, agent notes, social media, chat transcripts and emails.
- Operational Feedback: Collect data through contact centers and customer profiles.
- Customer Journey Maps: Gain macro and micro-level insights into a customer’s journey. Identify trends, potential bottlenecks and pain points with heatmaps and other visualization tools.
- Analytics: Understand customer sentiment, recover at-risk clients and optimize agent performance with text and speech analytics.
- Mine textual and audio-based interactions in multiple languages via Neural Phonetic Speech Analytics.
- Automatically categorize text and display topics by duration, volume and emotions on dashboards.
- Action Management: Agents can resolve customer issues before they escalate through automated, role-specific actions. Receive real-time alerts based on predetermined triggers like ratings, words or actions.
- Feedback Management: Meet customers at their preferred mode of communication. Unify feedback received from multiple channels and touchpoints. Store customer interactions in the contact center.
- Net Promoter Score (NPS): Measure customer satisfaction and loyalty. Compare performance by accessing competitors’ key KPIs. Use intuitive filters and reports to review an industry’s or certain organizations’ NPS performance.
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