Zykrr : Enhancing Customer Experience with a One-Stop Feedback Platform
Enterprises today are becoming increasingly aware of the need to deliver the best experiences to their customers, the relationship between CX and profitability having been clearly established. Reports suggest that CX is no longer a mere add-on but an absolute necessity for businesses. It is also equally well recognized that delivering a delightful customer experience is no easy task and requires much more than increased focus on Customer Experience Management (CEM). Most organizations are encountering challenges, amongst others, in a) centralizing data collection and recording, b) transforming existing business processes, c) providing experiences across multiple channels, d) closing the feedback loop, e) delivering a personalized experience at every step of the customer journey, and f) shifting focus from quantity of feedback to quality of feedback.An absolute necessity to delivery of a delightful consumer experience is being able to regularly and robustly measure performance across specific parameters, the reasons for the good or bad performance against these parameters, and insights on what it would take to maintain good performance and turn around average or poor across these parameters. It may sound simple, but it is a daunting task in itself to effectively measure customer experience. Surveys are possibly the best method, but with more and more surveys being rolled out in the market, it is becoming increasingly difficult to grab attention for your survey. The sentiment around traditional style of doing surveys is that they are tedious and drawn-out. Some players have tried to work towards making them simple and exciting; however, there is still a lot of scope. Companies are either doing very simple one question surveys to minimize time required to fill in, however, not effectively capturing the complete feedback; or long questionnaires are being deployed to capture the full essence, making it increasingly difficult for respondents to respond.
Zykrr, headquartered in Gurgaon, has understood this pain area and is disrupting the survey world via a unique concept that ensures every second spent by respondent on the survey is capitalized with rich feedback, while making the experience of filling the survey quick, interactive and fun.
Data collection and the insights challenge
Perfectly understanding the challenges, Zykrr addresses them with a complete feedback solution to help organizations enhance their focus on the customer. Since its inception in 2016, Zykrr has been focused on providing a new generation, cost-effective SaaS-based feedback platform to help organizations generate ongoing actionable insights for both their customers as well as employees. With years of global experience in running large and extensive surveys, the company began its journey with its Zykrr in-patent version that was designed to effortlessly provide feedback without compromising on the richness of data. Today, aiming to help enterprises maintain a fruitful relationship with their customers, Zykrr has devised its innovative Cloud-based solution that works to manage and improve the user experience.
As a fast, sturdy and efficient tool, Zykrr’s feedback solution serves as an active support for the regularly increasing customer database and employs robust analytics to not only generate resourceful data from the customers but to also convert them into valuable insights for seamless scaling of the business. “A lot of products and services existed in the market, but there was an unmet need of a proper channel of communication between the consumers and the business,” explains Kanchan Khera,
CEO & Founder, Zykrr. “We set up Zykrr to address this challenge and to empower organizations’ boardrooms with the voice of consumers as well as employees through the aid of an active listening channel,” she adds.
Helping Businesses Reap the Benefits of Customer Feedback
Customer feedback today not only helps businesses in improving their products and services but also serves as a tool to measure customer satisfaction and help improve customer retention. To bring these benefits to enterprises, Zykrr has created its customer feedback platform – an end-to-end framework that includes built-in feedback modules across multiple customer touch-points. With features for real-time analytics and escalation management, this platform can be completely customized with a quick turnaround to meet different customer requirements in both B2B and B2C settings. Moreover, Zykrr’s feedback platform has also been designed to cover multiple-level drill downs, until the lowest level with flexible filters, text analysis and department analysis. The framework is also equipped with a unique UX to accommodate both CSAT and NPS in mobile-friendly one-screen layouts and can be customized with a specific look and feel, so as to reinforce the customer’s brand. “We believe that we are the voice of the customer and hold ourselves accountable to ensure that we represent them well,” says Kanchan. “After a transaction, our platform triggers immediate feedback mechanisms relevant to the context of the customer with dashboards that are designed keeping in mind the CXO and neatly packed with multi-level drill downs to take you to the lowest level,” she further explains.
The company also applies its own proprietary machine learning algorithms to extract topics and related sentiments pertaining to the specific industry. In addition to the feedback platform, Zykrr also equips businesses with a ‘Feedback Manager’ solution to aid them in recognizing feedback patterns and improving on customer life-time value. This Feedback Manager is created to complete the communication loop with customers who have engaged in a feedback cycle, where feedbacks are channelized at primarily two levels–‘Instant Gratification’ and ‘Action Based Organization Feedback Loop’. While Instant Gratification allows for a close-theloop mechanism to facilitate the company to respond to customers in a timely way and win them back, the Action based organization feedback channelizes a continuous improvement cycle. Through this mechanism, the enterprise can use emerging patterns to continuously review what is missing and create an active feedback-backed environment to boost department performance.
Future Engagements
Having provided its unique CX Management services to an expansive clientele over the last three years, Zykrr has helped a large number of enterprises drive a feedback culture within their organization, and has simultaneously carved a niche for itself within this domain. Its widespread client base includes businesses operating across multiple industry segments including Healthcare, Education, Banking, Insurance, Aviation and Retail. Moving forward, the company intends to expand globally, starting with the US, and move to digitally savvy consumer bases across multiple geographies
“We believe that we are the voice of the customer and hold ourselves accountable to ensure that we represent them well”
Helping Businesses Reap the Benefits of Customer Feedback
Customer feedback today not only helps businesses in improving their products and services but also serves as a tool to measure customer satisfaction and help improve customer retention. To bring these benefits to enterprises, Zykrr has created its customer feedback platform – an end-to-end framework that includes built-in feedback modules across multiple customer touch-points. With features for real-time analytics and escalation management, this platform can be completely customized with a quick turnaround to meet different customer requirements in both B2B and B2C settings. Moreover, Zykrr’s feedback platform has also been designed to cover multiple-level drill downs, until the lowest level with flexible filters, text analysis and department analysis. The framework is also equipped with a unique UX to accommodate both CSAT and NPS in mobile-friendly one-screen layouts and can be customized with a specific look and feel, so as to reinforce the customer’s brand. “We believe that we are the voice of the customer and hold ourselves accountable to ensure that we represent them well,” says Kanchan. “After a transaction, our platform triggers immediate feedback mechanisms relevant to the context of the customer with dashboards that are designed keeping in mind the CXO and neatly packed with multi-level drill downs to take you to the lowest level,” she further explains.
The company also applies its own proprietary machine learning algorithms to extract topics and related sentiments pertaining to the specific industry. In addition to the feedback platform, Zykrr also equips businesses with a ‘Feedback Manager’ solution to aid them in recognizing feedback patterns and improving on customer life-time value. This Feedback Manager is created to complete the communication loop with customers who have engaged in a feedback cycle, where feedbacks are channelized at primarily two levels–‘Instant Gratification’ and ‘Action Based Organization Feedback Loop’. While Instant Gratification allows for a close-theloop mechanism to facilitate the company to respond to customers in a timely way and win them back, the Action based organization feedback channelizes a continuous improvement cycle. Through this mechanism, the enterprise can use emerging patterns to continuously review what is missing and create an active feedback-backed environment to boost department performance.
Future Engagements
Having provided its unique CX Management services to an expansive clientele over the last three years, Zykrr has helped a large number of enterprises drive a feedback culture within their organization, and has simultaneously carved a niche for itself within this domain. Its widespread client base includes businesses operating across multiple industry segments including Healthcare, Education, Banking, Insurance, Aviation and Retail. Moving forward, the company intends to expand globally, starting with the US, and move to digitally savvy consumer bases across multiple geographies
