Name: DoorDash Unlocks New Customer Experience Insights with Topbox CX Analytics
Uploaded: 2020-06-24T22:03:05.000Z
Duration: 2 min 15 s
Description: How DoorDash turned to Khoros to help them expectations

Call Center Workforce Optimization

Help Desk

Web and Video Conferencing

Customer Support

Chatbot

Functional Testing

Kubernetes Monitoring

No-Code Development

Development

Admissions and Enrollment

Classroom Management

Education

Business Intelligence (BI)

Collaboration

Facility Management

Statistical Analysis

Workspace Planning

Enterprise

Accounting

Accounts Payable

Financial Planning and Analysis (FP&A)

Hedge Fund

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Block Storage

Cloud Data Warehouse

Cloud Storage

Configuration Management Databases

Deception Technology

Encryption Key Management

Fraud Detection

Integration Platform as a Service (iPaaS)

IoT Device Management

Load Balancing

Network Performance Monitoring

Operating Systems

SOA Governance

SaaS Backup

Server Virtualization

Service Desk Outsourcing

Vector Databases

WiFi Hotspot

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Success

Digital Content Creation

Email Marketing

Market Intelligence

Marketing Automation

Referral Marketing

Social Media Management

Survey & Forms Building

Usability Testing

Web Analytics

Marketing

Project Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Field Sales Software

Sales Performance Management

Sales

Agriculture

Construction Takeoff and Estimating

Dealer Management

Direct Secure Messaging

Equipment Rental

Fleet Management

Insurance Suites

PCB Design

Rental Property Management

Restaurant Management

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

NICE CXone Mpower

NICE Systems

Medallia

Webex Contact Center

Cisco

Medallia Agent Connect

MindTouch

Zoho CRM Plus

Zoho

Cisco Webex Experience Management (discontinued)

Discontinued Products

PG Forsta HX Platform

PG Forsta

Quadient Inspire

Quadient

Sogolytics

Verint Voice of the Customer

Verint

Qualtrics XM for Customer Frontlines

Qualtrics

Tech Cares 2020

Tech Cares 2021

Tech Cares 2022

Clarabridge (discontinued)

Stratifyd

Khoros CX Insights (formerly Topbox, acquired by Khoros January 2021) offers Enterprise Conversation Analytics software as a solution to aggregate conversational data from every customer interaction for deep analysis. The vendor states everywhere customers talk to or about a company, the solution is listening with AI-backed natural language processing to deliver a unified view of any customer’s experience with a brand.

NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

CXone Mpower Digital Agent

CXone Mpower Voice Agent

CXone Mpower Omnichannel Agent

CXone Mpower Essential Suite

Cxone Mpower Core Suite

CXone Mpower Complete Suite

CXone Mpower Ultimate Suite

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

Genesys Cloud CX

Khoros CX Insights

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Likelihood to Recommend

Khoros, built from Spredfast + Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ brands, including 52 of the Interbrand 100 companies, and nine offices globally, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.

Khoros (Formerly Spredfast + Lithium)

How Orvis converts 58% of returns to exchanges with Khoros CX Insights

How DoorDash turned to Khoros to help them expectations

DoorDash Unlocks New Customer Experience Insights with Topbox CX Analytics

Doordash, the #1 on-demand delivery service, turned to Topbox Customer Experience analytics to help them exceed expectations in a complex experience ecosystem of customers, drivers, and merchants.

By tapping into the detailed and candid customer feedback inherent in everyday customer interactions, Topbox has unlocked new sources of actionable CX data that help DoorDash lower costs, improve retention, and consistently deliver a best-in-class customer experience.

Topbox Enterprise CX Analytics unifies data from every customer communication channel, VoC platform, and customer intelligence source for analysis as a single data set, turning customer conversations into organizational KPIs and identifying the root causes of customer friction so they can be resolved at the source.

Learn more by reading our product overview sheet: https://bit.ly/3kB9dfQ

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Topbox Enterprise CX Analytics unifies customer data from every customer communication channel and VoC platform for analysis as a single data set. Intelligent classification and machine learning contextualize customer conversations based on your organization’s products, business processes, and trending topics, for easy discovery and tracking of the root causes behind customer behavior and customer sentiment. Analyze the customer experience at the aggregate level, drill down to individual interactions, or connect Topbox to your CRM or CDP to understand specific customer segments or customer cohorts with CX Analytics. Learn more at https://www.topbox.io

CX software to organize customer interaction data in one place

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

Sprinklr Service

Sprinklr Social

Sprinklr Marketing

Sprinklr Insights

Khoros CX Insights (formerly Topbox) 2022-04-27 08:37:28

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Web pages

Self help

Home

Customer Experience Management Software

We use it to try an understand our audience to better target our key messages, create new content and attract qualified talent to apply to positions in the company. We want to know what happens in the industry and in the market.

Getting info from LinkedIn.
Getting info from web pages.
Getting info from newspapers and other articles.
Getting info from more platforms.

Sprinklr Modern Research, Sprinklr Modern Marketing & Advertising, Sprinklr Social Engagement & Sales and Sprinklr Modern Care

Khoros CX Insights
Formerly Topbox

Overview

What is Khoros CX Insights?