Skeepers Group Launches CX Management, A Plug-in to Rationalize Customer Feedback

Brands like Nespresso, L’Oreal, and MetLife Are Early Adopters

The Skeepers Group, the French-based provider of software as a service (SaaS) solutions, has unveiled a new plug-in that collects data to help streamline the customer feedback process for brands, enabling brands to strengthen their relationship with customers, news related to the product launch last week indicated.

The plug-in, called CX Management, collects customer feedback via personalized online surveys that are strategically distributed throughout various aspects of a customer journey and are made available on the delivery channel most suitable to the brand’s audience. Examples of the delivery channel include the brand’s website, mobile app, email, or SMS text messaging.

The questionnaires boast a high response rate, according to Skeepers, garnering a completion rate of 60% on average, nearly double the 33% average response rate seen on most customer survey channels. The solution then generates customized reports for brands, enabling them to identify the areas where they do well and the areas that need improvement.

Skeepers describes CX Management as a “cutting-edge low-cost platform” that is a combination of recently acquired properties MyFeelBack and Mediatech-cx. MyFeelBack is SaaS customer-knowledge-enrichment software that collects and analyzes customer data in real time and across channels, while Mediatech-cx is a cloud-based feedback management solution designed to analyze customer perceptions.

Aside from aggregating data from a brand’s digital properties, CX Management allows brands to gather customer feedback in-store, post-purchase, such as when customers use loyalty cards or customized coupons, or when they receive a receipt by email. The omnichannel approach provides brands with a better understanding of the full scope of the CX, whether offline or online.

“This solution addresses the most burning questions brands and marketers have, such as why are customers abandoning their cart or why did a potential customer leave the site in under a minute,” said Pascal Lannoo, chief marketing officer at Skeepers. “CX Management will bridge the gap between a brand’s perceived notion of a customer’s experience versus the reality, which can be boiled down to one question: How loyal are your customers to your brand? Thanks to its Net Promotion Score function, the answer can be quantified,” Lannoo added.

The company affirms that CX Management integrates well with today’s more popular marketing technology ecosystems, including those from digital experience analytics firm ContentSquare, customer relationship management (CRM) platform Salesforce, and inbound marketing and sales software firm HubSpot. Early adopters of CX Management include brands such asNespresso, L’Oreal, Clarins, and MetLife.

The launch of CX Management follows the recent expansion of Skeepers and the introduction to the US market of Teester, a solution that allows brands and retailers to generate high-end videos made by consumers for consumers, reinforcing the broader mission of building products that strengthen the relationship between brands and their customers. The Skeepers product suite also includes Verified Reviews, a solution that specializes in the collection, moderation, and display of ratings and reviews from customers. In February this year, Skeepers was recognized by the French government and joined other startups in the French Tech Next40, an elite designation of the most promising tech companies in France. Also at the start of 2021, Skeepers acquired Horus, the startup publisher of the application Surprise, which specializes in blockchain-based customer reward programs.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


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