KPAM is a tool that allows you to measure and model the customer journey based on customer verbatim reports from satisfaction surveys. These are a rich source of information that allows you to track and effectively improve the customer experience.
How does it work?
KPAM has a unique method that allows you to analyze in depth all the information available on customer verbatim, whether it is telephone conversations, discussions on social networks, or answers to open-ended questions. To do this, the tool is composed of a linguistic engine that detects all ideas and then classifies them according to their value. This value is defined according to the degree of involvement and conviction of the individuals who express themselves. It is therefore an objective, methodical and stable analytical process.
KPAM has two underlying tools that allow you to model the customer journey.
The Customer Experience Tracker
It is a customer experience diagnostic tool that uses information from the qualitative and quantitative analysis of customer verbatim. Based on this information, all events in the circuit are evaluated in terms of positive or negative impact. These measures are then compiled to identify key moments in customer satisfaction. This tool allows you to focus on the elements that are important to the customer and thus improve your customer experience.
The Mirror Tracker
This tool allows you to compare the experience of Customers and the experience of employees in contact with customers. It therefore mirrors the client Tracker and the collaborating Tracker in order to analyze the key moments in both parties. This makes it possible to analyse how the key interactions are experienced by both parties and thus define the situations to be encouraged, unlocked or countered.
KPAM offers a free demonstration of its software to familiarize the user with the tool before adopting it.
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