PLATFORM
The Touchwork Software
How Our Kinetica Platform Works
Core Functions
Central Database
Data is entered/collected using a number of channels, and the type of data collected can be configured to suit the specific application. A key aspect of the database design is that data items or questions can be changed at any time, without affecting reporting of historic data, and additional customer feedback data channels can be integrated into the system in a seamless manner.
Data Collection Modules
The Kinetica CX platform can accept data (whether customer feedback data, or other enterprise feedback data) from a variety of sources. Data from multiple input sources can be mapped into the same reporting structures in real time. The system allows complex location hierarchies to be configured enabling data to be collected based on specific locations; which also enables customized workflow and reporting based on specific locations or groups of locations.
- Webforms - Web forms are the primary way data is collected from customers and other sources. These forms are fully configurable and once configured, the forms can be accessed using shortened URL links using internal domains: easycode.com and txtco.de.
- SMS Monitors - SMS channels provide a flexible channel for customers to immediately submit customer feedback information, request information or report problems. The system can monitor an unlimited number of SMS lines.
- Twitter - Similar to the SMS monitor, except that twitter is monitored for hashtags.
- Kinetica (ClickScan) APP - The Kinetica APP runs on both IOS and Android devices, and makes it easy to collect customer feedback and other data in an ongoing manner using kiosks or customer devices with the app installed. The app supports both online data collection (i.e. where information is immediately transferred to the central database), as well as offline data collection, in which case data is locally stored on the device, and transferred automatically once the device is connected to a data network (GSM or wi-fi).
Email Marketing Engine
The system can upload customer and other data from csv files, or automatically by means of API integrations with third party systems. This data can then be used to distribute email and/or sms requests to customers requesting them to provide feedback. These emails would typically include custom links to web forms in order to track the customer and or location. Like with other marketing platforms, the system will track deliverability, opens, starts and completion.
Workflow Engine
Once customer or other data has been received by the system, it can automatically be processed using a trigger system, that will do one or more of the following:
- Set additional data and/or status flags
- Send messages (via email or SMS) according to the data received and defined rules. These messages can target the customer or internal users
- Start timers for future action related to the data
- Create issues for future resolution by service recovery staff
Triggers can be invoked immediately, or can be configured with variable delays to achieve certain workflow functionality.
Automated Analytics
All data can be automatically analyzed in order to identify sentiment, generate scores, or identify key topics. This allows for automated categorization of customer feedback, as well as identifying problems in real-time. Automated text analytics is especially powerful when long and complex text comments from customers are received and analyzed. The results from the analytics are securely stored in the central database, and can be included in dashboards, triggers, messages and reports.
Reporting and Dashboard Manager
Reports and dashboards are configured using individual reporting widgets, which can be independently configured on a per user basis. The Kinetica CX system includes more than 40 predefined widgets, which allow for very complex reporting to be defined and custom widgets can be developed to support highly complex requirements.
Dashboards display data in real time, and support advanced filtering. Reports once configured can be immediately downloaded, or can be scheduled to be emailed to defined recipients on a defined schedule. The scheduling engine is extremely flexible in that it can cater for real time, hourly, daily, weekly, monthly reporting in a variety of formats.
User Rights Manager
The system enables granular access rights management, ensuring that data and functionality is only made available to the correct users, and eliminates unauthorized data entry and changes to transactional data. The system maintains a detailed audit trail and log of all actions taken by system users, thereby ensuring ongoing integrity of the system.
API
The system has a powerful interface that allows third party systems to directly push customer and other data into the system using web hooks. This is very useful when customer target data originates in third party systems – such as booking systems. Once data has been received, it can be stored as part of a customer record, workflowed, and reported on.
The Kinetica API also allows data to be sent from Kinetica to third party applications and systems using webhooks. This is very useful if data is required for third party reporting or BI tools, or if feedback data is used to update third party systems.
Issues Management Module
This module enables multi-stage issue management to be implemented. Issues can be automatically raised based on customer feedback using the workflow engine. As an example, if a customer reports a problem, an issue can immediately be created in the issue module, which will help manage its resolution.
Issues can be assigned to designated users, and go through a number of user definable states until closed. All issue management tasks are time measured, and can be used for SLA management.
Digital Signage
The digital signage solution allows an unlimited number of digital screens to be configured and managed. Screens can include any number of content items, including filtered and or moderated feedback data that has been stored in the database.
Many clients use the digital signage module to communicate with customers and solicit customer feedback and the screens support static images, video’s, embedded websites, ticker tapes, data from the central database and much more.
Ready to optimize your business with better customer experiences?
Let’s connect for a discovery call and explore your requirements!
