Astute VoC Reviews

I love how easy it is to use and take down customers' information. We can share data and notes between representatives all by using the search features in the system. I also love the reporting aspect of it. I can run reports to see why the customers are calling or chatting in to us. It has helped us figure out problems and led us to take action. It has helped us take big problems and turn them into small ones.

As the Admin, I had a lot more access than anyone. I loved the reporting but felt like it took some time to understand the way the system runs. I wish there were just a class to take on the reports alone.

We can see who is chatting or calling right away. The system works like a caller ID. We can also see the customer's history after we have established their profile. This makes helping the customer faster and more efficient.

The tools are easy to use and set up. The account management team is great. The account team has made setting up a survey very easy. Our team is able to get a survey out to market in a very short time.

Finding ways to drive more user acceptance of the survey. Maying survey less intrusive.

Great to gauging websites

Astute VoC allow us to add another dimension to our understanding of the customer experience. Combining VoC data to the Web Analytics data provides a more holistic view of why customers are coming to our sites and how we are doing in helping them accomplish their goals.

The ability to get customer insights fairly quickly

The UI isn't the most intuitive, but when you have a good CSM, it's not as painful.

Our testing was inconclusive for the most part but we were able to gain some unrelated insights.

From the initial RFP all the way through today, three years later, the Astute team has been focused on answering the business questions across our member journey. Whereas their competitors always talk about platforms and self service, Astute has been focused on our research and consulting on meeting our evolving VoC needs. They are agile and nimble and always prepared to be an active partner in our VoC work.

The only complaint that I have is that we don't have the bandwidth to act on all of the insights that the Astute team and technology has uncovered and validated.

Our initial use case was to identify digital and mobile member pain points across the journey that could drive a pipeline of continuous improvement opportunities. Through our pipeline work we have been able to tackle all of the lower-hanging fruit driving improvement in metrics like task completion, NPS and overall experience. Today we have two additional use cases and the first is around leveraging the Astute tools to provide enhanced contextual information about key experiences to assist in building business cases for digital and mobile CX improvements. Our second additional use case is helping drive our VoC maturity efforts in the area of service recovery.

Astute VoC technology integrates with other technologies we use, Adobe and Tableau, which makes analyzing our survey data efficient. They also offer industry benchmarking which helps us set realistic goals.

We use the robust data collected to continuously improve our digital experiences and have seen significant improvements to our web experience over our multi-year partnership.

The managed services team is extremely helpful when it comes to crafting your VoC survey, testing new concepts and conducting deeper analysis. They have helped us work through several complex testing triggers, and they are always responsive and always willing to help.

We have had a few minor issues with our data exports, but the team has jumped in immediately to help solution.

Team previously had a bit of turnover on the analyst side, but over the past year we have seen significantly more retention of talent which we find beneficial.

100% recommend using a VoC tool in your digital strategy and Astute VoC is a great partner whether you are just getting started or already a pro!

The insights help us a) understand consumer sentiment across various audience types, b) prioritize where we are making optimizations across our digital platforms and c) measure the impact of the changes we make. Astute VoC has allowed us to change our frame of mind - we now always ask and can usually answer "what is the impact to experience."

We also use Astute VoC to deploy short term, directed surveys when trying to gauge quick feedback from our consumers. We have used this to gauge insights for product launches, media plan strategy, etc.

The timely, proactive & thorough reps: the team's responses are quick, innovative and insightful - and their personability and kindness make it even more rewarding working with them.

The tool is wonderful in itself, but we most value the team's commitment to getting our surveys pushed and pushed successfully.

Finally, the insights we have developed from our various surveys have been key in driving more work for our clients. We either reaffirmed longstanding beliefs or hypotheses we had helped and/or gained new findings about our users that were previously unknown or thought to be incorrect, all with data backing them. That is super exciting!

Not much comes to mind to be perfectly honest. The only thing I could think of is an improved UI on the website, though this is coming soon anyway, so I'm not worried about it at all - very excited to a more practical and useful website layout, functionality and features.

The product itself is worth the investment, but it's the representatives that really make iPerceptions the best of the best.

We have integrated a cross-device, cross-domain site experience survey that not only tells us what our users are thinking & feeling, but more importantly bridges (through Adobe Analytics) those same users' site behavioral data, for a consistent, end-to-end understanding of their experience.

We have found many insights (from pulling what users say vs. do on site entry points, for example) that are driving further work in 2021 and beyond.

The responsiveness and help that the working team provides on demand.

Additional understanding of tools we have would be more helpful .

Understanding customer painpoints and seeing what content or features we need to add to solve them

The Astute Voice of Customer platform allows us to learn more about our website visitors - not only why they came to the site and whether they were able to successfully complete their purpose of visit - but also the tool lets you add customized questions and answers such as 'How often do you visit the site? Which products do you like best? Did you know we have an app? What type of recipes do you look for'

We find that respondents skew older and female, which is not representative of all website visitors.

We've learned that a large majority of website visitors were not familiar with our loyalty program. Thus, we have optimized our content and messaging to spread the word

The portal - it's very visual and easy to use. I can quickly find and interpret the data I need. Most importantly, the team at Astute works closely with our team to understand our needs and to adapt quickly as our needs evolve. With team members around the globe, the Astute team is always there to provide training to new team members (no matter the time zone) and answer any questions. They are experts in VoC and provide trusted advice in the development and throughout the duration of our VoC projects.

Advanced analytics/data visualization within the portal. I've found working with Tableau in the tool can be difficult. Still, the team at Astute is always very accommodating with support and training opportunities so it will just require some more work on my end getting a grasp of Tableau. I also feel it's possible that look & feel of the survey itself could have a more modern/streamlined look.

Astute VoC helps us identify website pain points through a combination of quantitative and qualitative data. We are able to track metrics over time and measure the impact of our site improvements. Industry benchmarks are also helpful in understanding how we are performing compared to competitors.

The Astute team is very friendly and helpful in answering all questions I may have. The tool is especially useful in providing teams insight on how we can improve our eCommerce sites.

There are no downsides to the tool, it is very useful!

Finding the pain point in our website through the NPS and other feedback provided by customers.