Content
Basic
Essential
Standard
Professional
Enterprise
| Content | Basic | Essential | Standard | Professional | Enterprise |
|---|---|---|---|---|---|
| All online reviews on one platform | |||||
| Simple feedback surveys | |||||
| Surveys in 30 languages | |||||
| Collect customer emails | |||||
| Share surveys via QR code | |||||
| Share surveys via in-house tablet | |||||
| Share surveys via direct link | |||||
| Share surveys via automated email | |||||
| Customize survey questions | |||||
| In-web surveys | |||||
| In-app surveys | |||||
| Coupon codes for survey completion | |||||
| Age check before filling in surveys |
| Content | Basic | Essential | Standard | Professional | Enterprise |
|---|---|---|---|---|---|
| Segment data by organizational structure | |||||
| Overall performance dashboard | |||||
| View satisfaction, effort, and loyalty over the customer journey | |||||
| Competitor benchmarking | |||||
| Track satisfaction, effort, and loyalty over time | |||||
| Actionable insights through Basic Text analytics | |||||
| Actionable insights through Advanced Text analytics |
| Content | Basic | Essential | Standard | Professional | Enterprise |
|---|---|---|---|---|---|
| Website widget to showcase customer satisfaction | |||||
| Distribute reviews to online review portals |
| Content | Basic | Essential | Standard | Professional | Enterprise |
|---|---|---|---|---|---|
| Respond to online reviews and feedback | |||||
| Handle reviews in 133 languages | |||||
| Surveys in 30 languages | |||||
| Create reply templates | |||||
| Flag feedback to act on | |||||
| Set performance targets | |||||
| Automated insights |
| Content | Basic | Essential | Standard | Professional | Enterprise |
|---|---|---|---|---|---|
| Unlimited users | |||||
| Granular user permissions | |||||
| Platform support for 21 languages | |||||
| Sign in with Google | |||||
| GDPR-compliant data anonymization | |||||
| Archive old customer feedback | |||||
| Whitelabel platform UI |
| Content | Basic | Essential | Standard | Professional | Enterprise |
|---|---|---|---|---|---|
| Integrate with PMSs | |||||
| Export review & feedback data via API | |||||
| Migrate historic data |
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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.
To learn more, read our article, ‘Understanding customer journey stages and touchpoints’.
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.
We accept a variety of payment methods including SEPA, Credit Card, Direct Debit, and PayPal.
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”.
All our services and additional features come with a minimum contract duration of 12 months.
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.
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.
Yes, you can. Data can be exported manually through our in-product Analytics tool and via our API.
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.
Yes, we do. Our platform offers SSO through Google.
Every customer, irrespective of their plan, receives our utmost commitment and support. There are no hidden charges or additional fees for our support services.
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.
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.
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.
Our detailed terms of use are readily available for review and download on our website. You can access them directly here: Terms of Use.
We prioritize user data privacy and security. For a comprehensive understanding of the measures we have in place, kindly refer to our Privacy Policy.
