Customer Experience
Voice of Client
How we help
Customer experience (CX) is undeniably the primary growth driver for high-performing organizations. Understanding the CX is a strategic advantage to further improve the market positioning and support the operational plans.
Key Deliverables
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Through our AI-powered quantitative and qualitative analyses, we evaluate your products and services' current performance, focusing on the value received by customers and the quality of associated professional services.
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We optimize (or implement if absent) a structured measurement model by developing key performance indicators (KPIs), such as Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT).
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Our VoC program correlates various metrics—such as NPS, CES, CSAT, user adoption rates, and churn rates—across client profiles and revenue segmentations.
This enables us to Identify at-risk customer segments, maximize Customer Lifetime Value (CLV) and Annual Recurring Revenue (ARR) per account.
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We identify customer-side irritants and friction points, quantify their business impact, and propose pragmatic improvement paths—ensuring clear solutions to enhance customer satisfaction.
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Our VoC program is a complete turnkey solution. Clients benefit from our expertise and cutting-edge AI-powered technology without the need for any technological investments or hiring specialized expertise. Our team manages all aspects of the VoC program from data collection to insightful analysis.
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We enhanced our VoC program with advanced data collection and analytics to specifically measure how tariffs changes are influencing customers' perception of subscription value and renewal decisions.
RIVVALUE's AI-powered Voice Of Client program transforms NPS into a strategic growth tool.
By linking NPS to loyalty drivers, revenue segmentation, and product utilization, we provide clear, executive-level insights that go beyond the score.
what we do
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Net Promoter Score
Customer Effort Score
Sentiment Analysis
Customer Feedback
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Product Usability
Product Performance
Onboarding Quality and User Journeys
Features Satisfaction
Features Utilization
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At Risk Segment Identification
Account Growth Potential
Pricing Sensitivity
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Pricing Sensitivity
SaaS Value Perception
Early Churn Risk Assessment
Retention Opportunity Score
Tariff Impact Severity
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Support Team Expertise
Response Times
Resolution Efficiency
Self-Service Performance
Escalation Process Efficiency
Support Availability, Accessibility and Accuracy
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Adoption and Utilization Rates
Customer Satisfaction
Customer Onboarding Plan
Project Implementation Quality
Post-Implementation Support
Knowledge Transfer and Enablement
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Clarity and Consistency
Responsiveness
Information Availability
Customer Engagement and Feedback
Quality of Communication Channels
Governance and Collaboration
What to expect
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Improved CX and Loyalty
Our service elevates the overall customer experience, leading to higher satisfaction levels across the board. By implementing targeted improvements based on deep customer insights, SaaS suppliers can create a more intuitive, efficient, and valuable user journey. This enhanced experience translates into increased user adoption, reduced churn, and a stronger brand reputation, resulting in improved productivity and a greater sense of partnership with their service providers.
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Higher Revenue and Profitability
Customer Experience Optimization directly impacts the bottom line for both SaaS suppliers and clients.
For suppliers, improved customer satisfaction leads to higher retention rates, increased upsell opportunities, and positive word-of-mouth referrals, all contributing to revenue growth.
For clients, the optimized use of SaaS solutions results in improved operational efficiency, potentially reducing other operational costs and increasing productivity.
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Strategic Decision Making
Our service empowers SaaS suppliers with the insights and framework needed to make informed, strategic decisions. This means having a clear understanding of market demands, allowing for more targeted product development and resource allocation, which leads to better long-term planning, more efficient use of resources, and a competitive edge in respective markets.
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Enhanced Quality and Service
By bridging the gap between supplier capabilities and client needs, our service drives continuous improvement in product and service quality. Suppliers gain actionable insights to refine their offerings, resulting in more robust, user-friendly, and feature-rich solutions. The iterative nature of this process ensures that both product features and service delivery evolve in tandem with changing market demands and technological advancements.
Improved CX and Loyalty
Our service elevates the overall customer experience, leading to higher satisfaction levels across the board. By implementing targeted improvements based on deep customer insights, SaaS suppliers can create a more intuitive, efficient, and valuable user journey. This enhanced experience translates into increased user adoption, reduced churn, and a stronger brand reputation, resulting in improved productivity and a greater sense of partnership with their service providers.
Strategic Decision Making
Our service empowers SaaS suppliers with the insights and framework needed to make informed, strategic decisions. This means having a clear understanding of market demands, allowing for more targeted product development and resource allocation, which leads to better long-term planning, more efficient use of resources, and a competitive edge in respective markets.
Higher Revenue
and Profitability
Customer Experience Optimization directly impacts the bottom line for both SaaS suppliers and clients. For suppliers, improved customer satisfaction leads to higher retention rates, increased upsell opportunities, and positive word-of-mouth referrals, all contributing to revenue growth. For clients, the optimized use of SaaS solutions results in improved operational efficiency, potentially reducing other operational costs and increasing productivity.
Enhanced Quality and Service
By bridging the gap between supplier capabilities and client needs, our service drives continuous improvement in product and service quality. Suppliers gain actionable insights to refine their offerings, resulting in more robust, user-friendly, and feature-rich solutions. The iterative nature of this process ensures that both product features and service delivery evolve in tandem with changing market demands and technological advancements.
Insights
