CX & VOC
Turn customer feedback into real-time action
Merge qualitative and quantitative insights with Quantum Metric to quickly uncover customer intent, behaviors, and friction across the customer journey.
Boost CSAT, NPS, and customer loyalty with undeniable digital evidence.
See why Quantum Metric is the preferred solution for CX & VOC teams.
Elevate CX for speed and clarity.
Watch how Quantum Metric uses GenAI session replay summarization to accelerate actionable insights.
“Quantum Metric has helped lululemon systematically chip away at checkout errors, which has had a multi-tens of millions of dollars in revenue impact.”
Danny Ryder / Chief Digital Officer lululemon
“Today we are seeing improvements in our agent’s ability to better understand our customers. Quantum Metric allows us to go into the customer’s session and actually see what error they encountered to quickly pinpoint the issue and solution.”
Bradley Bossenbroek / Operations Program & Knowledge Management
“Quantum Metric provides a single source of truth around the customer experience and everyone can see and understand the impact of a problem, and agree on what’s most important.”
Steven Teo / Head of Innovation and Digital Controls, Treasury & Payment Solutions
“Using Quantum Metric, our dev team managed to reproduce the problem instantly, pinpoint exactly how many users were experiencing it, and find out what was causing it. It was fixed in hours. In this one insight, the Quantum Metric partnership paid for itself in less than a month.”
Kenny Chang / Executive VP and CMO Korean Air
Integrate to elevate.
Seamlessly merge Quantum Metric with your favorite tools.
Want to learn more about how Quantum Metric empowers CX & VOC teams?
FAQs
How does Quantum Metric help reduce customer complaints and support costs?
Quantum Metric leverages contact driver analysis to identify digital friction points that increase call volume, empowering support agents with real-time summaries of digital issues. This proactive approach reduces complaint resolution time and support costs.
Can Quantum Metric integrate with existing VoC platforms to enhance feedback analysis?
Yes, Quantum Metric seamlessly integrates with leading VoC platforms like Qualtrics, InMoment, and Apptentive, enhancing your ability to analyze and act on customer feedback.
What features does Quantum Metric offer to analyze drivers of negative feedback and low Net Promoter Scores (NPS)?
Quantum Metric provides journey visualizations, session replays linked directly to survey verbatims, and Gen AI summarization to identify and address the root causes of negative feedback and low NPS.
What makes Quantum Metric's session replays different from other analytics tools?
Quantum Metric offers the highest fidelity session replay in the industry tied to quantification and business impact, providing a unique blend of qualitative and quantitative insights. Our replay is also enhanced with Gen AI summarization, allowing you to quickly uncover customer intent and pinpoint frustrations within seconds.
How does Quantum Metric support a proactive versus reactive approach to customer experience management?
Quantum Metric's real-time AI-driven insights and automatic triggering of personalized actions based on specific user behaviors enable a proactive approach to managing and improving customer experience.
How does Quantum Metric merge qualitative and quantitative data?
Quantum Metric combines inferred feedback, session replays, survey verbatims, and journey visualizations, providing a comprehensive view that integrates both qualitative and quantitative data to inform your CX strategy.
Can Quantum Metric assist in identifying and addressing friction points across different channels (web, mobile, kiosk)?
Absolutely. Quantum Metric captures inferred feedback and frustrations across all digital channels, including web, mobile, and kiosks, helping you identify and address friction points holistically.
How does Quantum Metric help prioritize customer feedback for action?
Quantum Metric uses AI to quantify the impact of customer friction points, helping you prioritize issues based on their effect on customer satisfaction and business metrics like revenue and retention.
Can Quantum Metric help improve customer loyalty and retention?
Yes, with user analytics, including cross-channel, cohort and retention analysis, Quantum Metric can identify drop-off drivers to reduce churn across the entire customer journey. By addressing the root causes of friction and negative feedback, Quantum Metric helps improve customer experiences, leading to higher CSAT scores, increased NPS, and greater customer loyalty and retention.
How can Quantum Metric assist in personalizing customer experiences?
Quantum Metric can trigger personalized surveys, offers and other page actions based on specific user behaviors, providing tailored experiences that meet individual customer needs and preferences.
