Real-Time Research Platform

nsights: Know what your customers’
want before they do

Home » Customer Experience » Services » Real-Time Research Platform

Staying relevant, competitive and professional in a fast-paced and ever-changing business environment means having the most current and accurate information.

Access to information about your product or service, your competition as well as the needs and desires of your customers is crucial to success. Knowing and understanding what your customers expect from you and how they perceive your business, means asking the right questions. It also means having the ability to quickly and effectively access and analyse their feedback, to address problems early, before they leave or worse, their complaints go viral. To really be able to have your finger on the pulse of your customer and client experiences (CX) you need access to all the relevant data, whenever and wherever you need to.

At nlighten we understand this. As the leading specialist in customer experience (CX) research in South Africa we excel in providing our clients with valuable research and customer insights. To help our clients to pro-actively address their customers’ needs, we have developed, nsights, our new propriety online platform that allows fast and trouble-free access to customer feedback with just a click of a button. The platform gives clients the ability to not only view and segment customer feedback in real-time and in a number of ways but also allows the tracking of customer experience (CX) performance over time. Setting up tailor-made customer surveys and dashboards, downloading individual client transcripts, and pulling custom-filtered reports, can all be done in a matter of minutes.

The ability to add internal comments and action points allows clients to also use the nsights platform as a Customer Relations Management (CRM) tool. Presenting information in an easily digestible format means it can play a critical role in managing internal performance, helping clients pinpoint problem areas and drive accountability within their organisation.

The system also has the inbuilt functionality to schedule and run strategic workshops and sessions on key issues highlighted by the research process on a quarterly basis.

Key features of the nsights platform include:

  • 24/7 real-time access to customer feedback
  • Customised dashboards
  • Download client transcripts
  • Segment data according to predetermined parameters
  • Access and permissions
  • Add internal comments, action points
  • Automated alerts
  • Email and web-based surveys functionality
  • Integration with existing CRM systems and Power BI

Know what your customers think

Contact Us

How We Can Help

VoC
Research

To take the guesswork out of managing your customer expectations, nlighten’s expert researchers ensure the most accurate feedback by connecting with your customers personally and asking the right questions.

Read More


Training

Tailor-made customer experience workshops and forums, customised to your business, identify your customer experience strategy and pave the way for transforming your business culture. This includes our SETA-accredited Train-the-Trainer Programme.

Read More


Strategy

By extracting key customer research insights, and combining it with your business goals, nlighten helps you build a robust CX action plan, and helps you to make it part of your long-term business strategy.

Read More

Customer
Journey
Mapping

Globally, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience, used by the world’s most successful businesses.

Read More

Customer Experience Redesign

nlighten creates enhanced end-user satisfaction and interaction with your digital product by improving the usability, accessibility, and pleasure provided in the user interaction.

Read More

CX MasterClass
Workshops

The best way to build your brand is to make your customers happy. And our one-day workshop will tell you how. Learn how to enhance your customer’s experience by moving with the times and giving customers what they want.

Read More