Analytics
Touchpoint Map
With this release, Emojot introduces the new reporting capability; “Touchpoint Map”. This capability allows the admins to outline and analyze each interaction of a customer with the organization. This process looks at each step of the customer journey and identifies the places where customers come in contact with/experience with them.
Admins can define phases based on organization requirements such as Awareness, Consideration, Purchase, Retention and Advocacy (each phase can have multiple touchpoints). Organization can easily identify underperforming phases and drill down to touchpoints and individual responder journeys. This enables them to take necessary actions which are more targeted and efficient.
Revamped analytic reports
Now, both Correlation Analysis and 2D Analysis reports can be saved and reused. This capability is useful for saving time and effort of admins as they can load and check analytics instantly.
Introducing Score Evaluation report
With this release, Emojot has introduced another report; “Score Evaluation”. This report enables admins to evaluate online quizzes and audits using Emotion Sensors™. Score Evaluation report can be used to monitor performance of the survey as it provides high level statistics (such as average and median), score distribution and individual level scores (leaderboards).
For a report to appear under this, orchestrators should enable the ‘Evaluation campaign’ toggle during the survey creation process. You can also visit https://emojot.com/emojiday20 to access a public quiz designed by Emojot team to celebrate World Emoji Day 2020.
Incident Management
SMS notifications upon incident creation
Customers can report an incident using an Emotion Sensor™, which is recorded in the Emojot Platform. When the incident is recorded both admins and customers can be notified through an SMS. This supports admins to react quicker on incidents while assuring the customers that their complaints are not being ignored.
Option to include comments in email notifications
Comments can be added to the incidents to indicate the actions that have been taken to resolve the same. Those comments can be included in emails notifications, which gets triggered in different workflow stages. The notification receivers can get a better idea of the resolution process with comments embedded in it.
Multiple workflow support for a given organization
When managing incidents, different workflows can be defined inside the same account, based on the processes. For an example, organization can have different processes when handling the incidents reported by customers and incidents reported by the employees. Emojot’s sophisticated Incident Management Solution is capable of catering both.
UI adaptability based on scenarios
Incident Management process differs from organization to organization, so does the terms that are been used. Emojot’s Incident Management UI can be adapted based on the scenarios which are unique to the organizations. As an example, the default terms such as incident can be changed to complaint/issue management, etc. when configuring the workflows.
Application Security
Improvements to PII data handling
Currently, the PII unmasking is remembered maximum for a period of one day on Emojot platform. Also dashboard and portal are auto logged out after idling for 30 minutes. Theses periods can be extended on the consent of the organisation. Please contact security@emojot.com for further details.
Usability Improvements
New login pages
With this release, we have introduced more contemporary login pages for dashboard, CX portal and Reachout portal. And, more improvements will be coming soon.