Taking Action

The right customer insights + behavioral analytics tools drive prescriptive actions that improve experiences and generate meaningful business outcomes.

Technology + insights that enable you to act with confidence

By combining end-to-end feedback collection methods, robust reporting + analytics, and hands-on professional support, we help you focus your actions where they’ll have the most impact.

Key drivers

Isolate the metrics that have the biggest impact on overall customer satisfaction + employee engagement.

Predictive customer analytics

Use AI-powered alerts to identify + resolve high-impact, low-frequency events so you can stay ahead of time-sensitive issues across your enterprise.

Program health

Monitor user engagement metrics, manage survey response quotas, + ensure all aspects of the program are running smoothly.

Product performance

Combine product mentions + sentiment from text analytics with quantitative data to track product-level satisfaction over time and help guide innovation strategies accordingly.

Action planning

Develop specific action plans based on customer feedback and your brand’s operational strategies.

Customer journey analytics

Understand how each channel impacts the others + align improvement strategies across touchpoints.

image of employee presenting on smg360 business intelligence tool

“Our SMG analysts understand our industry, understand our business, and pay attention to where our focus is. They survey based upon their understandings, they do a thorough analysis, and they present us with their findings, including making recommendations on what we should do. We take their recommendations very seriously and frequently start developing an implementation plan the same day. SMG plays an integral role in our efforts to continually improve.”

US customer experience manager
quick service restaurant chain

*Forrester | The Total Economic Impact™ Of The smg360® Customer Experience (CX) Solution

dashboard screenshot of case management

Case management

SMG’s case management is a centralized, multi-source platform for customer issues—providing the tools you need to promptly respond, assign, track, and resolve for an effective service recovery process.

Online reputation management

We centralize key location-level insights gathered from the most important ratings + review sites—providing an aggregated view of CX data and in-platform response capabilities to create a more efficient close-the-loop process.

online reputation management icons
smg360 CX dashboard view

Reporting + analytics

Our flexible reporting + analytics platform provides customizable + role-based reporting, AI-native text analytics, and powerful report-building capabilities—all so you can get to the insights that drive meaningful business impact.

Insights

Our focus on both technology and services helps you turn cross-channel datasets into insights that are specific, understandable, prescriptive, measurable, and worthwhile. In short, we deliver actionable insights that drive business outcomes.

employees reviewing smg360 insights
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Learn which actions can drive the greatest results.