Give your team the easy way to capture, understand, share and act on feedback.
You want to exceed your customers’ expectations. Do it. By switching from guesswork and scattered data to a unified feedback hub. No hidden fees, no surprises.
Questions about our pricing and packaging? Find the answers you need right here.
What is a touchpoint?
Touchpoints are the individual interactions a customer has with your business throughout their journey. Every touchpoint gives you the possibility to collect feedback and analyse the data to look out for possible improvements in your services.
In a hotel, for example, possible touchpoints might include the booking process, check-in, general satisfaction during the stay or particular services like the restaurant or spa. The most common touchpoint to collect feedback in hospitality is the post-stay survey.
We distinguish in terms of touchpoints between the feedback that is collected via your Customer Alliance survey (a touchpoint) and the feedback that you receive from external review portals (another touchpoint) such as Booking.com, Tripadvisor, Expedia, HolidayCheck, and other portals.
We pride ourselves on offering personalized onboarding. Depending on your chosen plan, you can expect to be fully operational with our services between 7 to 14 days after your onboarding.
What are the available payment methods?
We accept a variety of payment methods including SEPA, Credit Card, Direct Debit, and PayPal.
Where can I find my invoices?
You can locate all your invoices through your Customer Alliance account. Simply navigate to the section: Settings > General > Invoices, next click the button “Manage subscription” and select “Billing History”.
What’s the commitment length for a contract?
All our services and additional features come with a minimum contract duration of 12 months.
What types of feedback and metrics can your platform gather?
Our platform supports a range of industry-standard feedback and metrics including Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS). Additionally, we provide options for multiple choice questions and open-ended responses along with capturing online reviews.
Can your system pull feedback from third-party platforms?
Absolutely! Our platform integrates with an extensive range of external platforms such as Google, Booking, TripAdvisor, HolidayCheck. We are constantly adding more platforms, allowing for seamless capture of reviews and feedback from multiple sources.
Is it possible to export the feedback data from your platform?
Yes, you can. Data can be exported manually through our in-product Analytics tool and via our API.
Can feedback collected through your surveys be shared on other platforms, like Google?
Definitely. We facilitate the distribution of feedback not just to Google but to a variety of other platforms. A detailed list of supported platforms can be provided upon request.
Do you support single sign-on (SSO) for user login?
Yes, we do. Our platform offers SSO through Google.
Do support levels vary based on the plan I choose?
Every customer, irrespective of their plan, receives our utmost commitment and support. There are no hidden charges or additional fees for our support services.
What’s the best way to get in touch with the support team?
Depending on your needs, you can reach out to us in multiple ways. For quick queries, our phone and live chat options are most efficient. For more complex issues, we recommend emailing us. However, you’re free to choose the communication method that’s most convenient for you. Our support hours are Monday to Friday, from 09:00 to 17:30 CET.
How can I monitor my interactions with the support team?
Once you become our customer, you gain access to a dedicated customer portal. This portal not only facilitates communication with our support team through email and live chat but also enables you to review both past and ongoing support conversations.
Do you adhere to GDPR guidelines?
Absolutely! We are fully GDPR compliant. Our servers are based in Frankfurt. If you need to inquire about personal information removal, please contact us at support@customer-alliance.com.
Where can I find the terms of use for your product?
Our detailed terms of use are readily available for review and download on our website. You can access them directly here: Terms of Use.
How do you ensure the privacy and security of user data?
We prioritize user data privacy and security. For a comprehensive understanding of the measures we have in place, kindly refer to our Privacy Policy.
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