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  • Pros and Cons of CloudCherry: Analysis of a Popular Customer Experience Management Tool

Pros and Cons of CloudCherry: Analysis of a Popular Customer Experience Management Tool

Category: B2B News

CloudCherry is a smart customer experience improvement application that can be used to track and measure engagement, and convert it into actionable data. Businesses can use this platform to improve the credibility and quality of their support operations, and to actually enjoy communicating with their clients. This product is used by more than 2,000 enterprises in 14 countries that have collated over a million responses utilizing it.

How can CloudCherry prove beneficial to your business? In this article we’ll try to provide the answer by closely analyzing the main pros and cons of this software as well as the key use cases to help you learn how you can utilize its features effectively.

Our review team evaluated the software’s main features, collaboration tools, ease of customization and other vital elements and came up with a high final score. If you’d like to find out for yourself why we rate this platform so highly we recommend test driving its features with a great free trial plan offered by the vendor.

How can you use CloudCherry to build a successful customer engagement program? To start, the platform combines 17 communication channels in one dashboard to ensure your agents do not miss any customer query. They can embed links in their emails, contact users through chatbots, track social network reactions, and analyze the emails they get from customers. In this manner, they can engage customers effectively, answer their tickets, collect valuable information, analyze the data, and generate insightful reports on it. In short, with CloudCherry you can provide the right responses to customers at the right time.

Apart from feedback management, another highlight of CloudCherry is the Net Promoter Score (NPS) metric. This metric helps to cultivate customer loyalty and convert it into business success. It is a simple and actionable metric that indicates standardized experience and is an important factor for many global industries.

Even novices and newbies will find CloudCherry’s interface easy to understand and navigate. If they run into issues, they can contact the customer support agents via phone, live chat, or email for prompt solutions.

CloudCherry offers an open API for easy integration with popular third-party business solutions. The best part is you get to use the app’s advanced features at an affordable cost. You are not charged for the features you do not use as the vendor provides a personalized quote based system that can be adjusted to your exact needs. As mentioned earlier, you can use the free trial to examine hands-on if the app is what your business needs before investing your money in it.

Now, let’s take a closer look at the CloudCherry pros and cons.

Advantages of CloudCherry

This service is a cut above most conventional customer experience management solutions because it helps you use customer information effectively. Businesses can utilize this platform to engage and manage customers, track and use opportunities, improve their services, and fix shortcomings in their operations. How does CloudCherry make this possible?

Info is collected from 17 channels

CloudCherry is a robust omnichannel system that collates data from 17 channels including social media, mobile apps, and email services. Other important channels are text messages, links, email embeds, and chatbots used for customer communication. Plus, you can use predesigned or personalized questionnaires to organize surveys. This comprehensive setup ensures that your agents do not miss any customer query or provide a delayed response because each query is automatically turned into a dashboard ticket. On top of that, the vendor offers dedicated mobile apps that your agents can use to be productive on the go.

Monitor progress and provide immediate reaction

After you have gathered and deployed the customer data, CloudCherry organizes and categorizes it neatly. Urgent issues are identified with notifications and alerts. The main advantage is your admins can act quickly, assign tickets to the right agents, and empower them to collaborate effectively for the right resolution. The system tracks the progress of each ticket and you can view key metrics such as Sentiment Analysis, Customer Delight Score, NPS, Most Liked Parameter, and Least Liked Parameter on a single dashboard. On top of that, you can generate a range of insightful reports that can used by your agents to manage repetitive tickets quickly and easily.

Customizable processes

CloudCherry enables you to customize easily by adding relevant filters such as respondent age, dates, locations, NPSs and more. The platform generates actionable insights, helps you create custom reports, and use roles and permissions to control access to critical data. These features can help you understand the main issues and make smart business decisions. Plus, you can utilize the Call Center and Ticketing modules to resolve customer issues promptly and make quick structural changes to your services and products.

NPS measurement

Our evaluation of CloudCherry shows that one of the major highlights of this app is NPS management. NPS is a widely used metric for analyzing customer satisfaction and CloudCherry utilizes it effectively to help you understand what users need. You can track the NPS value of your company and brand as the platform listens to customer feedback and measures their actions. In addition, you can easily conduct a NPS survey in less than an hour and involve all customer channels and interactions. On top of that, you can utilize custom filters to find out the granular NPS score for your industry.

More Advantages of CloudCherry

  • The app can be integrated quickly with your CRM system.
  • You can easily share interactive dashboards with management teams.
  • The dashboard provides a range of views and reports that you can customize to your individual needs.
  • The app offers a ticketing system for management to record actions taken to resolve negative survey responses.
  • The tool creates efficiencies by minimizing workload and enabling management teams to access their feedback in real-time.
  • CloudCherry offers features that are a cut above those of their competitors.
  • The vendor is keen to please and constantly striving for improvement to help their customers.
  • Their customer support reps are engaging, friendly, and professional.

Disadvantages of CloudCherry

Our analysis of the application shows that there are a few minor areas that could be improved. For instance, features such as text analytics, customized reporting, and ability to copy/paste survey questions and whole surveys could be developed more fully. Plus, the number of native integrations could be increased to enhance the software’s efficiency and power. The best part is the vendor is open to feedback and continues to improve their product. Therefore, we are sure these minor glitches will be addressed and rectified soon.

By Jenny Chang

Senior writer at FinancesOnline who writes about a wide range of SaaS and B2B products, including trends and issues on e-commerce, accounting and customer service software. She’s also covered a wide range of topics in business, science, and technology for websites in the U.S., Australia and Singapore, keeping tabs on edge tech like 3D printed health monitoring tattoos and SpaceX’s exploration plans.

Best Customer Experience Management Software of 2019

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