CX Insights

Democratize Your Data: Introducing Powerful CX Analytics for All Usabilla Customers

4 min read

Perhaps you’re a customer experience (CX) professional or a Usabilla client collecting feedback. It can be difficult to democratize the process of getting other teams on board and encouraging them to start collecting relevant feedback. This is what we like to call: democratizing your data.

Oftentimes, there’s too much feedback coming in from various channels, and you simply don’t have the time or bandwidth to sift through. Sound familiar? These are the issues we came across most often in researching our clients and their needs. In an effort to close this feedback gap, we have launched Usabilla Workspaces, a new CX analytics solution, for all Usabilla customers.

Our vision? Empower everyone in your organization to make data-driven decisions by providing seamless access to insights from customers. We’re adding this solution to our product to make advanced feedback analysis accessible and relevant to every team within your organization.

Spreading Customer-Centricity One Item at a Time

We built this analytics solution to help customers meet the rapidly growing expectations in the CX market. An important consideration is internal collaboration, and Usabilla Workspaces is built for it. In talking with our clients about their feedback needs, we found that sharing feedback throughout the organization was a widespread issue.

Now you can collaborate, combine, and segment your feedback in any way — by channel, customer journey, region, or brand. With more users in the company using feedback in a manageable way, everyone in the organization becomes more accountable for their customer sentiment and the organization can truly become more customer-centric.

It’s a (Customer Feedback) Revolution

We found that while feedback is extremely powerful, it’s equally as difficult to get multiple teams involved with it. Sharing feedback and encouraging different teams within an organization to incorporate the customer insights is harder than it should be.

With Usabilla Workspaces, it’s easy to close data gaps and expand stakeholder involvement to maintain a successful Voice of Customer program. The flexibility to combine, segment, and act on feedback empowers Usabilla users to share the responsibility of taking action on feedback with other teams, creating data transparency and the ability to learn from each other.

The Benefits: What’s in It for You?

In understanding the challenges businesses face in running an effective Voice of Customer (VoC) program, we designed this analytics solution to specifically tackle the next generation of feedback needs.

1. Data transparency

Each workspace is automatically visible to the entire team (unless otherwise made private) and can be seen by your entire organization. Select relevant collaborators, or leave your workspace public so a team from any department can easily log-in and track feedback data.

2. Collaboration

Share the responsibility and accountability for customer feedback with the rest of your organization. By collaborating with relevant stakeholders within this solution, a large volume of feedback is more visible, manageable, and actionable.

3. Segmentation

Sometimes you need a general overview of feedback, such as your website’s overall NPS score. Other times, you might require a more granular review, for example, the NPS on your check-out page. With Usabilla Workspaces, you can choose the data most relevant to you and deep dive within a more targeted view of your feedback.

4. Combine data

To get a better understanding of the overall health of your website, start by comparing several scores against each other. For example, if you’re looking to combine a campaign on apps with one web, you can create a workspace looking at the two campaigns. By merging campaigns, you create an overview that’s interesting to YOU.

5. Compare data

You may want to compare your check-out NPS to the company’s overall NPS score. With Usabilla Workspaces, you can now have a better understanding of different stages in the customer journey. Similarly, compare the same check-out NPS scores across different countries. You can also combine feedback metrics across countries, products, brands, buyer personas, however you need.

6. Slice and dice your data within one report

Combine NPS, CSAT, CES, and GCR campaigns. The ability to slice and dice data gives you the flexibility to experiment with any feedback analysis that fits your needs.

7. A single source of truth

Since Usabilla Workspaces is a dynamic environment, you don’t have to export and move data to other sources. You should be able to handle all your data within this analytics solution and it will always be up to date.

Usabilla Workspaces Is Made for You

Usabilla is designed to capture in-moment feedback and our clients take this to the next level by asking for feedback everywhere, from their websites, products, and mobile apps.

But what do you do with all that feedback? Our mission over the past 10 years has been to create a robust, flexible, yet simple solution that allows our customers to analyze and act upon all their feedback in one environment. This is why we’re pleased to now present you with Usabilla Workspaces!

With more teams using feedback in a manageable way, everyone becomes more accountable to customer needs and the organization truly becomes more customer-centric. Usabilla Workspaces empowers our clients to be more efficient and to spread feedback throughout the organization for full transparency. With this analytics solution, you’re finally able to combine and segment data the way you want to see it.

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