Features
Wizu is the first ever conversational user interface for customer feedback!
Wizu offers a new dimension to Voice of the Customer and Employee Engagement by evolving stale, one way surveys into a more engaging two way conversation with a chatbot. With Wizu you can send stylish, branded, personalized surveys that a respondent can complete on any device at any time. You can use our chatbot Wizu and select a conversation template or design your own bot and create your own chat templates.
Conversational UI
Unlike other surveys, Wizu offer a conversational user interface that allows the customer to chat with a bot rather than just simply answer a list of questions. You can also add elements of personalization to the conversation meaning every customer has a totally unique experience while allowing you to collect the core information you need to measure your customer satisfaction.
All this leads to better response rates and better engagement as customers feel like their feedback is important and that there is someone listening. Structured conversations add to the feeling that the respondent is engaged in the chat and opportunities are given to resolve complaints and for your happy customer to promote you via social media and review sites.
Coming Soon
We will soon be launching our integration with Salesforce.com – the global leader in CRM. Users will be able to trigger Wizu surveys from Salesforce and connect survey responses with customer data. As soon as a survey respondent completes a survey, their feedback will immediately be added to their contact record. These responses can be set to trigger workflows, send emails or open a case in Salesforce. Get in touch if you would like to find out more.
Build Your Own Bot
Choose from our selection of pre built chatbots or design and upload your own bot avatar image to create a truly on brand experience.
Add your company logo and choose primary colours to ensure the chat view is consistent with your company branding.
Customize the language used by each bot to better match the tone and personality you want to create.
Personalize
Use the invitation upload file to add customer specific data of your own choosing such as an order number, date or customer type.
Use tags within the conversation to populate user specific content to create a truly personalized experience for your users.
Create a personalized, structured conversation based on the responses given or even on previous surveys completed.
See Wizu In Action
Check out our demo conversation to see all these fantastic features in action.
MEASURE CUSTOMER EXPERIENCE WITHOUT DAMAGING IT
Automation
Wizu can help you automate feedback collection based on your criteria. Did they stay at your hotel? Receive your product? Opt in to market research? Wizu can proactively contact them and ask them the relevant questions.
Personalization
Embed information about what the chat is about, such as a case number, product number or the respondent’s name. Personalization increases response rate and improves the quality of the responses.
Simple Designer
Creating your feedback questions couldn’t be easier. Simply tell Wizu the topics you would like to cover and which individual aspects you want to measure. Wizu will put together a conversation and allow you to tweak the language used.
Anonymous Feedback
You can choose whether to get feedback from anonymous users or whether to build a personal relationship between Wizu and the customer – it’s totally up to you.
Structured Conversations
Wizu’s text-based Chat UI is built on natural language conversations so your customers will feel like they’re chatting not answering a set of questions. Conversations adapt based on the customer journey and responses given.
Share Feedback
Feedback scores can be shared via social channels such as Twitter, Facebook and LinkedIn to promote the positive customer experience you’re delivering. Let your customers share the love they feel for your organization.
Safe and Secure
Your customer’s feedback is extremely safe and confidential. Wizu will never use your customer data for anything other than your own use. All Wizu’s conversations are over SSL, encrypted at rest and exceed the highest standards.
Measure Emotion
Get to the heart of how your customers feel using our unique Wizu Emotion Score question. Customers can select from a range of emotions that correlate to a scoring wheel helping you understand customer emotion.
Style It Out
Change the background image, fonts, bot image, header logo and colour scheme to create a unique, branded experience. Create visually impressive, responsive surveys easily and you can even embed the conversation on a web page.
Range of Question Types
Choose from open text, sliders, ratings, multiple choice and emoji question times and you can even embed video and images into your questions. We also provide a range of templates such as NPS, CES and CSAT.
Run Multiple Campaigns
Create multiple bots and conversations to measure different aspects of your business from customer experience to employee experience and market research. Analyse results individually or collate via custom tags.
Preview Survey
See how your conversation will look in real time and preview a conversation without affecting the results. This allows you to test different conversation routes and ensure your bot is reacting in the right way.
GET REAL TIME ACTIONABLE INSIGHT
Gain Insights
Know the voice of the customer quickly with Wizu’s dashboards and reporting tools. Use the pre-configured reports that show you instantly where you’re succeeding and where you need to improve the customer experience. Configure your own dashboards to fine tune metrics you can present to your stakeholders.
API Integration
Wizu is so friendly it’s happy to let you connect to its own API to write your own integation with additional services you use. Whether CRM or your customer portal, your feedback can be requested or displayed however you choose.
Export Data
Need to take the data and integrate with your existing reporting package? No problem. Wizu allows you to export your significant results data in a format that you can then use in other reporting solutions, such as Microsoft Excel, Power BI and QlikView.
Insights Sections
Dashboard
Shows your overall metrics like NPS, number of compliments, complaints, total number of responses etc. giving you a snapshot of your overall performance.
Invitations
If you are using our portal to send out your survey invites this will give you a breakdown of how many have been sent, how many are pending and more.
NPS View
This will show your overall NPS score and your breakdown of detractors, passives and promoters. You can also see your trends over time and you can filter by different time periods.
Activity Stream
This is where you can see the latest responses coming through with an overall summary of each response.
Complaints
This will show the number of complaints with a view of the number over a period of time and the actual complaint text the respondent left.
Compliments
This will show the number of compliments with a view of the number over a period of time and the actual compiment text the respondent left.
Topics & Aspects
Some specific reporting options around our topic and aspects question type to show overall scores.
Question Scores
Here you can see the average, min, max and variance of score for all questions.
Question Drop Outs
This section will show you where any respondents are dropping out in your conversations.
Comment Cloud
This gives you a word cloud of responses showing the most popular terms used and you can filter these by NPS category and comment type.
Sentiment Scores
Shows overall emotion sentiments against each conversation based on the emotion template question.
Emotion Analysis
More detailed reporting on the emotion based question which shows overall emotion score, most common emotions, derived emotions etc.
Ready to start your customer experience evolution?
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For information on our packages and pricing please find out more HERE