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Hive: Customer Feedback Manager (CFM)

Fully integrated omnichannel customer feedback manager

Hive: Hear, Interpret, View and Engage

Hive CFM is a fully integrated enterprise omnichannel customer feedback solution that makes it easy for your organization to gather important actionable insights from your customers.

Hive CFM works across all channels, including but not limited to, web chat, email engagement, social engagement, native in-app, and contact centers. Coming with ready-made connectors for both Cisco and Genesys contact centers.

Designed for business users, with a simple to use interface that empowers users to achieve optimum results with minimal effort.

hive cfm dashboard final

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  • Discover Hive CFM

    Hear, Interpret, View & Engage

    Hear

    Hear how your customers perceive your brand through dynamic survey logic.

    Interpret

    Powerful dashboards provide the ability to drill down to interpret root causes.

    View

    360° view of any customer feedback across all campaigns and channels.

    Engage

    Feedback is auto routed to stakeholder, then actioned, so the loop can be closed.

    Hive CFM

    Hive CFM gathers feedback from customers by two methods.

    1. Post-interaction survey, engage with the right customer, right questions at the right time, across all communication channels through Hive CFM’s precise auto-targeting and segmentation engine.
    2. Manually-targeted survey, manually upload a targeted contact list. Add intelligence to your list by using our tagging and sorting features.

    Hive CFM comes with a graphical drag and drop survey builder to create your own surveys from scratch. As well as a variety of question & survey templates such as NPS, C-SAT, CES and many more that enables your organization to swiftly launch surveys.
    Empower your users to make informed decisions and see the greater picture.

    Key Features

    Static and dynamic rule-based logic surveys

    Easy-to-use drag and drop survey builder

    Omnichannel customer feedback

    Auto-routing and close the loop capabilities

    Arabic sentiment analysis and
    topic monitoring

    Real-time interactive dashboard

    Key Benefits

    Instant retention


    Instant retention for at-risk customers.

    Better CX


    Deliver better CX with close the loop feature.

    Omni 360


    Omni 360 view of customer journey.

    Easy To Use


    Easy to use user interface.

    Feed Dynamic Content


    Feed dynamic content into published surveys.

    Automated Reports


    Automated reports and alerts.