BESTCEM
DIGITAL CUSTOMER EXPERIENCE
MANAGEMENT (CEM) - VOC
DETERMINES YOUR SUCCESS

We have helped 24532 companies to collect 367,263,596 customer voices
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IMPROVE CUSTOMER EXPERIENCE (CX) WITH
BESTCEM

采集顾客反馈

CUSTOMER JOURNEY
MAPPING

From the perspective of customers,
visualize the interactions and dynamic
experience between customers and
your brand

采集顾客反馈

CUSTOMER FEEDBACK
COLLECTION

Collect NPS & customer satisfaction
feedback through omni-channel and multi
point-of-contact to grasp the voice
of customers

采集顾客反馈

MODEL-DRIVEN CX
DASHBOARD

Utilize AI+BI to analyze customer feedback
data, output visual CX dashboard based on
organizational structure

采集顾客反馈

EFFICIENTLY REDUCE
CUSTOMER CHURN

Automatically generate alerts and work
orders, assign follow-ups to reduce
frictions in real time and reduce
turnover rate

采集顾客反馈

IMPROVE CUSTOMER
EXPERIENCE

Integrate CEM into daily operation,
implement closed-loop CEM management
to continuously improve CX and build
brand loyalty

GAIN OVERVIEW CX PERFORMANCE FROM
CUSTOMERS' PERSPECTIVE

Customize elements such as stages, goals, point-of-
contacts, CX indexes, and flexibly create customer journey
Correlate index data to dynamically display customer
emotion curve
Utilize AI text analysis to gain customers' insights and
attitudes

OMNI-CHANNEL & MULTI POINT-OF-
CONTACT CX DATA COLLECTION

Professional questionnaire system, supporting various
research scenarios
All-channel customer selection & event triggered
questionnaire distribution, effectively reaching customers
Mainstream external channel CX big data collection, e-
commerce / social media / community / WeChat account,
etc

UNDERSTAND THE IN-DEPTH NEEDS OF
CUSTOMERS TO ENABLE DECISIONS

Automatically generate customer feedback dashboard to
grasp the advantages and disadvantages of products /
services in a timely manner
Built-in CSAT, Impact Factor, KANO and other research
models to quickly capture areas to maintain & areas to
improve
Integrate multi-source X data and O data, output visual BI
dashboard, make the conclusions obvious, which support
effective decision-making

UTILIZE AI TEXT ANALYSIS TO GAIN
CUSTOMERS' CONSUMPTION
PREFERENCES AND ATTTITUDES

Conduct in-depth analysis of voice, text and other forms
of feedback through NLP model, and output structured
information and conclusions
Classify emotions into positive, negative and neutral
Automatically refine hot topics, their frequency and trend

INTELLIGENT TASK ASSIGNMENT TO
REDUCE CHURN AND ENCOURAGE
REPURCHASE

Automatically trigger alerts and work orders, assign to the
right person and follow up the flow
Send after-event questionnaire to make sure problem got resolved
Support multiple forms of notification and follow-up
methods such as email / SMS / enterprise WeChat /
DingTalk / feishu
Strategy improvement+individual care, implementation of
two closed-loop management circles

AGILELY DELIVER CEM WITH INTEGRATION TO
EXISTING OPERATION PROCESS

System
Design

体系设计
Map customer journeys and
scenarios, select point-of-contacts,
design professional questionnaires
and analysis system, and ensure
it’s applicable and precise

Product
Design

产品设计
Support public cloud, hybrid cloud
or local install, fast approaching,
easy to use, low cost operation
and maintenance

System
Integration

系统融合
Flexible API integration, which can
not only integrate with transaction,
member, user profile systems, etc,
but also with enterprise's internal
system to provide more operational
support

Operation
Improvement

运营改善
Our professional team continues
to provide operational support to
help you to evolve your products
and improve your CX

FULL-SCENARIO CUSTOMER INSIGHT & EXPERIENCE
MANAGEMENT TO IMPLEMENT
CX-ORIENTED EVALUATION SYSTEM

Customer Experience Series (CX)

CX Dept
User Research Dept
Customer Service Dept
CI Dept
NPS / Customer Satisfaction
VOC & public opinion monitoring platform
Website, APP and other digital product
experience monitoring

Product Experience Series (PX)

Product Dept
User Research Dept
Concept / Flavor test
Packaging / Price test
New product launch research

Brand Experience Series (BX)

Brand Dept
Marketing Dept
Brand health tracking
Brand identity survey
Brand competitive survey
Brand experience club new

Employee Experience Series (EX)

HR Dept
Employee engagement
Employee recommendation / satisfaction
Organization development survey

Other Professional Research Series

Marketing Dept
User Research Dept
Business Development Dept
Advertising test
User Persona
Location exploration

More Series

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LEADING MULTI-INDUSTRY CEM PRACTICES

Auto Industry
Retail / FMCG /
Catering
Financial Industry
Public Affairs
Culture and
Tourism Industry
TMT Industry
Research and
Consulting
Medical, Health &
Beauty Industry
Real Estate
Industry

SOME OF OUR CLIENTS

部分合作品牌

REAL-TIME INSIGHT INTO CUSTOMER VOICES
THROUGH STATE-OF-ART CEM PLATFORM

We have helped 24532 companies to collect 367,263,596 customer voices
Contact Us