CloudCherry
Turning Data into Actionable Insights

As a data-driven discipline, customer experience (CX) purely depends on insights gathered from customer feedback. Undoubtedly, the collection of data metrics is a crucial element for a successful CX program. The next phase in the process is the ‘analysis of data’ to ensure that businesses can have maximum impact on their customers. While the market is in abundance of data collection platforms such as CRMs and social media, there is a lack of solutions that helps organizations analyze the data the way they want. The existing solutions that are available provide a much rigid or pre-configured way to make use of the data. Addressing these challenges is CloudCherry that offers a CEM platform with powerful tools which integrates data from various sources and applies predictive analytics with a user-friendly interface. In contrast to other legacy brands that take days, the platform allows clients to customize the entire dashboard in just 30 seconds with complete freedom to use the data in a way suitable to them. CloudCherry’s platform shows the actionability of every piece of information and classifies it into different fields such as recommended goals, priorities, and more to enable clients to yield maximum benefits from their CX programs. “CloudCherry has all the sophisticated features and functionalities, including customer journey mapping, text analytics, and predictive modeling in a single point-n-click platform that puts the cherry on top of the client’s CX,” says Braeden Daly, Senior Product Marketing Manager of CloudCherry.

CloudCherry’s real-time, easy to use CEM platform offers a simple dashboard containing many tools in terms of widgets. Unlike legacy solutions that show the holistic Net Promoter Score (NPS) and require a consultant to understand the metrics, CloudCherry’s platform records the NPS at every stage of the customer journey empowering clients to analyze data themselves. Analyzing NPS at every stage rather than the overall NPS score helps clients to identify the reason for deterioration along with the areas of service improvement.

The platform helps businesses keep track of customer loyalty scores in real-time while identifying detractors, passives, and promoters in their customer base and get actionable insights to turn detractors and passives into promoters. For instance, if the area of account opening records the lowest NPS, the client can focus on that area to boost the overall NPS. To understand how to boost the account opening, the client can simply click on the option that suggests the areas to be focused and predicts the amount of increase the client can witness. “The value that we provide is identifying the key areas that businesses need to focus and how they can do it with actionable insights,” mentions James Gilbert, Head of Global Marketing of CloudCherry.

CloudCherry serves a broad spectrum of industries such as financial service, retail, healthcare, and more. It has also gained traction in the airline industry by helping these organizations reduce churn. CloudCherry’s platform phenomenally served one of its clients, a B2B services company delivering snacks to businesses. The client incorporated CloudCherry’s CEM platform and collected reviews from their customers. The platform helped them gain insights on two different aspects, the quality of a specific snack and the delivery of the product. Through this analysis, the client gained knowledge about shopping trends and served snacks in favor of the customers’ preference. Thus CloudCherry opened up a new space for upselling opportunities to scale up the client’s business. CloudCherry empowered the client’s CX team to generate revenue for the business.
Recently, CloudCherry has released an update of its CEM platform that now boasts of voice technology. In years to come, the company will focus on updating its platform by adding new features and functionalities. It has successfully penetrated the new markets like South America and Europe, proving to be a CEM software vendor of all time.