Features | Listen360

Feature Functionality

Customer loyalty has a massive impact on your bottom line every day, and that’s where we come in. Listen360′s easy-to-use, web-based NPS^® solution gives you a simple, intuitive way to solicit, aggregate, and organize customer feedback so you can immediately act on it to bolster profits and drive growth.

From powerful Voice of the Customer (VOC) text analytics, to Executive Dashboards, to the Business at Risk Task Pad, to social media integration, Listen360’s closed-loop solution not only provides you with the critical insights you need, but enables you to respond effectively to secure wavering customers, protect business at risk, drive profits, and achieve sustainable growth.

Product Features

Hierarchical Setup & Dashboards

Brand & Location Reporting

Business at Risk Reporting

Client Lifetime Value Reporting

Single Sign On

Voice of the Customer Analytics

Real-time Detractor Notification

Client Satisfaction Trending

Web & Social Media Integration

Faceted Search Capability

Incentive Delivery & Tracking

Voice of the Customer

VOC text analytics use sophisticated proprietary algorithms to extract meaning from open-ended feedback responses your clients provide. VOC then takes those meaningful pieces of data and aggregates them, so that in a single glance, you intuitively know which areas of business your customers are extremely pleased with, and which ones may require work, either at an individual location or across the enterprise, to secure loyalty, profit, and growth.

So instead of trying to sift through mountains of unstructured customer feedback and trying to assess the relative importance of each issue area, VOC analytics synthesize this critical data and provide it to you succinctly in graphic format.

Executive Dashboards

Executive dashboards provide you with access to critical key performance indicator data so you know at a glance how your business is performing, both at individual locations or across the enterprise.

Imagine knowing the real-time status of NPS scores; dollar values of business at risk, busines retained, and busines acquired; best and worst performing locations or regions; most recent feedback; and recommendations received. Then imagine being able to drill down into any of these numbers to reveal precisely where they came from. Listen360’s executive dashboards enable business leaders to measure what matters so they can take effective action to protect customers, brand reputation, and profit.

Business at Risk Task Pad

Knowing that it costs 5 to 9 times as much to find a new customer than it does to keep an existing one, business in jeopardy may be the most critical area of your business to take corrective action on in a timely manner.

To address this enormous challenge, Listen360 offers instant notification when you’ve received detractor feedback so you can respond quickly enough to avert attrition. The Business at Risk Task Pad details the client’s most recent feedback with a dollar value at risk, as well as any downward trending in their feedback over time, and all of the historical data you need to respond quickly and precisely to them so they know their concerns are heard and addressed.

Social Media Integration

Social media sites fuel your bottom line by harnessing the power of customer feedback to create a virtual sales and marketing team. Imagine the value of unpaid advocates who make friends aware of your great products and services are every time they interact with you. These ‘marketing’ messages are credible because they’re objective, and the referrals they produce add directly to your bottom line – all at no cost to you. With Listen360, enjoy seamless social media integration to Facebook, Twitter, and LinkedIn.

“I was very pleased with [Listen360’s] social media additions … our company has received literally hundreds of social media referrals and it’s been fantastic!”
– Alexandra Mason, Franchise Marketing Manager, Dogtopia

Facebook Reviews

To prospective clients, simple, intuitive access to transparent review comments are the best indicator of a business they can trust. Listen360’s Facebook Fanpage integration lets you push powerful content directly to your prospects and customers, quickly and easily.

The transparency of the system not only bolsters the credibility of the content provided in the eyes of prospects and customers, but also allows you to respond in a public format to any detractors you may have, enabling you to address any concerns quickly and efficiently, effectively minimizing any negative impact of an unhappy client. This compelling social media content can be provided for your business at both the brand level and individual location level.