We're a multi-location business that has 500+ branches. Each branch has its own customer review pages, calls, surveys, emails, and chats. Eclipse efficiently consolidates all that VoC data into one clear view, enhancing our understanding of brand perception and satisfaction. Eclipse’s AI-insights have streamlined our voice of customer management, benefiting our Marketing, Training, and Operations teams.
Chief Executive Officer
Our business has 730 locations, each with its own Google My Business Review page, it’s a challenge for us to analyse individual pages and unify data from customer surveys, reviews, calls and emails to identify what’s working and what’s not. Eclipse AI helped us unify all that voice of customer data into one easy platform. It also does the analysis for us and provides us with regular data-driven improvement insights.
Monitoring voice of customer from over 850+ individual locations was a big hassle for our team, not to mention the time it took to analyse all that data from different channels like surveys, reviews, calls, emails, support tickets and chats. Eclipse AI helps us unify voice-of-customer data from different channels and provides us a holistic view of 850+ locations in one platform. We use this view to identify performance issues at various locations and implement targeted improvement plans that help ensure consistency in Customer Experience.
Chief Customer Officer
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