The News: Alchemer has introduced Alchemer Digital, which allows companies to engage with their customers across multiple digital platforms. Built to provide engagement on both web and mobile channels, this platform will give customers more options on how and when they want to interact and provide feedback on their experience. Alchemer Digital will be part of Alchemer’s larger suite of feedback products. More information on this announcement can be found in on the Alchemer website.
Alchemer Digital is Launched, Allowing for Omnichannel Engagement
Analyst Take: Alchemer’s introduction of Alchemer Digital is a good expansion of its existing product offerings. It is a combination of Alchemer Mobile and Alchemer Web in one platform and can support digital channels including software as a service (SaaS) applications, iOS and Android apps, and marketing and e-commerce websites. It also has capabilities that go beyond collecting feedback including:
- Sending messages and promotions
- Having direct conversations and measuring sentiment
- Viewing and analyzing Google Play and App Store ratings and reviews
Alchemer outlines benefits such as higher website conversion and engagement, increasing mobile and web application usage and gaining input into new features. Alchemer Digital also has the capability to specifically target the right customers at the most opportune time for feedback outreach so that their CX is not disrupted. This capability is important as this in-the-moment feedback provides more context when analyzed and it can be less of a hindrance to a customer providing their thoughts.
Both options, the Mobile and the Web, offer analytics based on feedback and sentiment, and trend data from both qualitative and quantitative feedback can be shared. Sentiment analysis has been particularly helpful, with Alchemer reporting customers that use it see 7 times greater retention rates than the industry average, a 15% increase in in-app message clickthrough rates, and 3 times higher average monthly revenue per customer.
Alchemer Digital In Action
RetailMeNot leveraged Alchemer Web to collect website feedback and gather detailed product feedback from specific groups of customers. After only 3 days of having Alchemer Web go live, RetailMeNot gathered more than 3,000 responses from its first website Net promoter score (NPS) survey. The company is now collecting about 1,000 responses every day with an average response rate of 9.6%. Important information was also unearthed that the company could act on, such as 82% of customers want advanced notice of more than a day for sales and promotions.
Alchemer Mobile is being used to support in-app feedback, which will help product changes happen more quickly and in a more focused way. As is the case with Alchemer Web, feedback can be collected in the moment, without disruption. It is currently being used by CNN, JetBlue, eBay, Safeway, Marriott, and FanDuel.
Being able to provide customers with a voice across channels is increasingly important as consumers start to cross several digital touchpoints along their journey. Garnering feedback can be hard enough – not having the tools in place to capture feedback in whatever moment the customer wants to give it can really result in less incoming data and potentially more disgruntled customers.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
Other insights from The Futurum Group:
New CX Research from Deloitte Digital, UserTesting, Vonage, Alchemer, and Balto
Alchemer Launches Workflow Product to Help Companies Close the Loop
New Acquisitions by Publicis, Telus International, Alchemer, and Bridgepointe Technologies
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
