Gives Companies Real-Time Contextual Data About User Experiences in a Hassle-Free, Single-Vendor Solution
ANN ARBOR, MI (April 19, 2016) — ForeSee, the leader in Voice of Customer solutions, today announced the integration of its popular Replay technology into the ForeSee Feedback application, making it the first product to combine customer experience feedback with real-time session replay capabilities in a single-vendor solution.
“The combination of ForeSee Feedback with our session replay capabilities makes it easier than ever for companies to identify and take action on customer issues,” said Lenny Nash, Chief Strategy Officer at ForeSee. “This is a powerful complement to our clients’ CX strategies – particularly for web and mobile channels – that allows them to profit from customer experience insights in real-time.”
Replay Integration Allows Feedback Customers to Quickly Find-and-Fix CX Flaws
ForeSee Feedback is a self-service application that allows companies to easily create and deploy short surveys so that customers can provide comments and personal insights about their online and mobile experiences. Its self-service nature eliminates the need for companies to rely on third-parties or IT teams for survey creation and deployment, and with its in-page analytics, executives are able to easily access the data.
Now integrated with ForeSee Feedback, Replay is a tool that provides instant playback of a user’s interaction with a website on a desktop computer, tablet, or mobile device. Replay sessions give insight into user experience including mouse movements and clicks, zooming, swipes and page turns, device type, products purchased, and time spent viewing web pages. Segment analysis capabilities allow companies to quickly isolate behaviors or problems, speeding up the process of identifying areas for improvement.
“ForeSee is demonstrating its customer-orientation by adding session replay into its Feedback product,” said Erica Doyle, Associate Manager, Digital Analytics at Life Fitness. “Other vendors only offer this functionality through technology partnerships. ForeSee’s approach eliminates the hassle of a two-vendor solution that will save time and money. Having all of the information about a user’s experience in one place will help us quickly identify problem areas as they are highlighted by our customers.”
ForeSee Adds Keyword Alerts and Custom Branding to Feedback Product
In addition to the Replay integration, ForeSee Feedback includes other new features that improve its ease-of-use and data mining capabilities. Clients can now activate targeted keyword alerts to closely analyze and quickly respond to customer sessions with context, as well as add custom branding to their Feedback surveys.
Founded in 2001, ForeSee is the pioneering leader in Voice of Customer (VOC) solutions. Armed with the ForeSee CX Suite, more than 2,000 companies worldwide — in retail, government, financial services, healthcare, consumer packaged goods, and other industries — have transformed their VOC programs into a strategic and rigorous business discipline that delivers economic impact. Only ForeSee offers a multi-patented algorithmic approach to customer experience measurement, access to an unmatched 150 million benchmarked experiences, and actionable insights from a team of 200 expert analysts that give certainty to CX improvements. A subsidiary of Answers Corporation, ForeSee is headquartered in Ann Arbor, MI and has offices in Mountain View, New York, St. Louis, Cleveland, Vancouver, and London. For more information, visit www.foresee.com.