eTouchPoint logo

eTouchPoint

by eTouchPoint · Since 1999
No reviews yet
Active1+ countriesCloud
Quick facts
VendoreTouchPoint
Year launched1999
StatusActive
Location1110 Herndon Pkwy, Ste 200, Herndon, Virginia, 20170
Countries served1+
Languages1
Integrations
Free tier
Free trial
Contact salesYES

About eTouchPoint

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eTouchPoint is a powerful software solution designed to enhance customer experience and satisfaction. One of its standout features is its ability to gather real-time feedback from customers through various channels, such as surveys, social media, and live chat interactions. This enables businesses to gain valuable insights into customer preferences and behavior, allowing them to improve their products and services accordingly. The user interface of eTouchPoint is intuitive and user-friendly, making it easy for users to navigate and leverage its functionalities effectively. The design elements are clean and modern, enhancing the overall user experience. One unique aspect of the interface is the customizable dashboards, which allow users to tailor the software to their specific needs and preferences. eTouchPoint distinguishes itself from its competitors through its advanced analytics capabilities. The software can analyze large datasets quickly and efficiently, providing valuable insights into customer trends and patterns. This allows businesses to make data-driven decisions that can positively impact customer satisfaction and loyalty. In terms of performance, eTouchPoint excels in speed, efficiency, and reliability.

Pros & Cons

What users like
  • +Deep Experience: Over 20 years in CX innovation, bringing extensive expertise.
  • +Fortune 500 Trust: Proven track record with leading large enterprises.
  • +Robust Feedback Collection: Supports a wide array of channels (IVR, SMS, web, email, kiosk) for comprehensive data gathering.
  • +Accurate Text Analytics: 99% accuracy rate for deriving actionable insights from unstructured data.
  • +Proactive Customer Management: Closed loop alerting and action management helps prevent churn and manage negative experiences effectively.
What users flag
  • Pricing Opacity: No public pricing information, requiring direct contact for quotes.
  • Limited Public Integration Details: Specific integration partners are not clearly listed, making it hard to assess compatibility upfront.
  • Detailed Feature List Not Easily Accessible: A comprehensive, itemized list of all functionalities is not readily available on their website.

Features

Key features

CX Platform
A foundational platform for managing customer experience.
Feedback Collection
Gathers customer feedback through multiple channels including IVR (Interactive Voice Response), SMS, web, email, and kiosks.
Text Analytics
Analyzes open-ended text responses with a claimed 99% accuracy rate to derive insights and sentiment.

Additional features

Closed-Loop Alerting
Provides real-time alerts and workflow features to detect and manage unhappy customers, enabling prompt follow-up activities and tracking outcomes to prevent churn.
Dashboarding & Reporting
Offers comprehensive dashboards that summarize customer performance and satisfaction across multiple levels of the organization, providing key trends and insights from CEO to frontline employees. Includes employee-specific reporting and customized employee coaching scorecards.
Data Analysis
Focuses on the optimal use of data to understand current trends, pain points, and to identify significant shifts in customer sentiment.
Multi-Channel Data Aggregation
Ability to aggregate survey information from different business units at a company level to gain overall brand insights.
Action Management
Features for managing actions based on insights derived from feedback.
Sentiment Analysis
Identifies and analyzes the emotional tone of customer feedback.
Trend Analysis
Tracks changes and patterns in customer feedback and performance over time.
Customer Segmentation
Allows for the categorization of customers for targeted analysis and interventions.
Employee Engagement
Features aimed at engaging, recognizing, and rewarding employees, including automated tools to recognize top performers and customized coaching scorecards.
API Access
Offers API for potential integrations.

Pricing

Free trial
Free version
Request a quote
Promo Offer

Countries & Languages

1
Countries served
1
Interface languages
10
Billing currencies

Available in

USA

Interface languages

English

Billing currencies

🇺🇸USD🇪🇺EUR🇬🇧GBP🇯🇵JPY🇦🇺AUD🇨🇦CAD🇮🇳INR🇨🇳CNY🇨🇭CHF🇸🇪SEK

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