Real-Time Research Platform
To help our clients proactively address their customers’ needs in real-time, we have developed nsights; our proprietary online platform that allows immediate real-time access to customer feedback and CX Research in a seamless easy-to-use way.
To really have your finger on the pulse of your customer and client experiences (CX), you need to have access to all the relevant data at the click of a button. Having the ability to quickly and effectively access and analyse client information means you can address problems at an early stage, before clients make a run for it, or worse, their complaints go viral in the public domain. Our state-of-the-art Real-Time Research platform, nsights, is designed to equip you with the most up-to-date, industry-relevant information. Available to you any time, and anywhere, you can sign in to your account and check the status of a project. A great tool for identifying customer behaviour patterns and trends with a tap of the finger.
24/7 real-time access to customer feedback
Improve your performance, overall product and increase revenue by simply understanding what your customers want and expect from you.
Customised dashboards
Increase satisfaction and productivity by having easy-to-understand information at your disposal.
Download client transcripts
Maintain an accurate client record of CX research to determine your client base’s demographics and fine-tune your overall strategy.
Segment data according to predetermined parameters
Make the most of your data by segmenting your audience and analysing those who are most important to the growth of your company.
Automated alerts for clients at risk
Don’t let uncertainty hold you back. By identifying risks early, you can prevent them from interfering with your client relationships.
Email and web-based CX survey functionality
Help your clients retain information by keeping them engaged for longer periods of time with an interactive experience.
Integration with existing CRM systems and Power BI
Use the platform as a CRM tool.
Create internal feedback and action points to improve organizational performance management.
"Our sales team can present real data that is not fabricated. We have access to real-time data on how we are performing in specific industries, and this is extremely advantageous when pitching for new contracts. I would definitely recommend nlightencx’s real-time research, especially for sales teams. It has been such a useful tool for our sales force because it has enabled us to readily analyse trends, assess risk, and most importantly, identify opportunities."
"Our experience with nlightencx has been excellent. We have derived a lot of value out of what they have done in helping us to see our customers in a different way for the first time. They have collated information in a very digestible format and have positioned the good, the bad and the ugly in a way that is easy to understand. "
"nlightencx deliver what they promise and consistently supply proactive intelligence, which plays a strategic role in how we manage our business. What’s more, nlightencx is quick to identify on-sell opportunities and point out problem areas that we can respond to promptly. "
"Their reports are detailed, and we learn from both the positive and negative comments. We take both seriously and take cognizance as to what we are doing right and wrong. "
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Great Customer Experience is the sum of every interaction a customer has with your business that determines how they perceive it.
Whether it’s a once-off encounter or a culmination of experiences with your employees, systems and channels, services, or products, every touchpoint plays a role in how your client feels about you.
By developing and implementing a robust CX strategy, your business can enjoy increased customer loyalty and repeat sales.
In many B2B organisations, 20% of your key clients will give you up to 80% of your sales. To ensure that you retain this key business, you have to be willing to really listen to what your clients are saying. This can sometimes generate some hard-to-hear results, which is why using an outsourced Client Experience (CX) service provider can assist with a more objective analysis.
Our approach, as one of the best customer experience companies globally, is to partner with you to enhance your customer experience, in every interaction, from the outside-in with our CX services.
To this end, we have grown a prominent network of local and international customer and client experience experts, allowing us to combine international best practice with local insight.
As multi-award-winning multidisciplinary, internationally acclaimed Customer Experience Agency, our highly-skilled team of CX professionals will enable you to consistently deliver exceptional Client and Customer Experiences.
By partnering with us, we will work with you to develop a fail-proof Customer Experience plan that will:
We use an award-winning multidisciplinary approach to tailor end-to-end Customer Experience services, solutions, and methodologies for your business.
Our in-depth Voice of the Customer research framework (VoC) is designed specifically to help you understand the “why” of the measurements through meaningful, actionable, and drivable feedback. Our promise with our VoC offering is to give you meaningful, actionable insights that work to retain your clients and grow your business.
Proactively address your customers’ needs in real-time, with the nsights real-time reporting platform; a proprietary online platform that allows immediate access to customer feedback in a seamless and easy-to-use way to drive CX changes.
By extracting key customer research insights, we develop an action-focused Customer and Client Experience strategy that is in line with your business goals. This strategy provides your team with a solid CX blueprint that they can follow, which will ensure everyone is on the same page, and working toward a shared vision.
Equip your management teams with the framework, knowledge, and skills to deliver world-class customer experiences. We offer various open and customised CX training, as well as our signature SETA-accredited Train-the-Trainer Programme.
Used by the world’s most successful businesses, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience. An indispensable business tool, we teach you how to think like your customer and experience your product or service as they do.
Using specialised key design thinking principles, we’ll help you redesign and optimise your existing customer journey, as well as work to identify and develop new best-in-class experiences to set you apart from your competition.
