Features Built for Success
LiveSurvey is an affordable, easy-to-use platform that equips you to measure Member Experience (Mx), implement relationship rescue strategies, and drive cross-selling accountability.
Member Experience: Timely, Custom & Personal
LiveSurvey delivers the insights needed to enhance member experience by leveraging SMS for immediate access, personalized messages, and effortless participation. With its broad reach, SMS captures feedback from a more diverse membership
- Sent directly to members’ phones, SMS feels more personal and urgent, leading to higher engagement than email. By addressing members by name and triggering surveys based on specific interactions, LiveSurvey ensures feedback requests are timely, relevant, and personal.
- Automated reminders gently boost response rates, and instant Thank You messages show appreciation, creating a seamless and member-focused experience.
Instant Survey Delivery,
Realtime Results
- Instant Survey Delivery: LiveSurvey sends surveys directly to members through multiple channels, including email, SMS, within minutes of a branch transaction, ensuring quick engagement.
- Real-Time Data Collection: Responses are recorded and processed immediately as they come in, giving organizations up-to-the-minute insights.
- Proactive Service Improvement: Use real-time transaction feedback to quickly address issues, identify trends, and enhance service quality across all channels.
- Omnichannel Insights: Ensure consistent feedback collection across digital, in-person, and transactional channels to support a well-rounded member experience strategy.
- Interactive Dashboards: Results are displayed on dynamic dashboards, enabling users to view trends, analyze feedback, and take immediate action.
- Automated Alerts: Configurable notifications inform stakeholders instantly about critical survey results or specific trends that require prompt attention.
Timeline: Most recent responses (view all)
Leverage the Power of Generative AI
- AI-Driven Sentiment Analysis: LiveSurvey leverages generative AI to interpret, categorize, and analyze member feedback, providing deeper insights into sentiment and priorities.
- Seamless Integration with Senso’s CUCopilot: A unified dashboard consolidates LiveSurvey data with Senso’s advanced analysis, offering a comprehensive view of member needs.
- Real-Time Member Insights: Instantly identify how members feel, what they need, and how the credit union can assist, driving timely and proactive decision-making.
- Knowledge Sharing Network: Through CUCopilot, credit unions collaborate and share best practices, benefiting from collective insights and enhancing member engagement.
Everyone’s Invited:
Unlimited Users
- Service Channel Effectiveness Monitoring: Measure and compare the performance of different service channels to identify areas for improvement and optimize the member experience across the credit union.
- Real-Time Status Transparency: Live-updating Employee and Branch Status pages promote accountability by providing instant visibility into operational performance.
- Organization-Wide Engagement: Easily add users across departments to empower employees to take ownership of their roles in enhancing the member experience.
- Accessible Cloud-Based Platform: A secure, cloud-based system ensures employees can access tools and insights from anywhere, enabling seamless collaboration and quick responses.
Referral-based Templates
Utilize pre-built templates designed to encourage member referrals and track satisfaction seamlessly.
- NPS© for Member Experience Tracking: Use the industry-standard Net Promoter Score (NPS©) to gauge and improve member satisfaction and loyalty over time.
- Products-Per-Household Growth: Leverage insights to create targeted strategies that drive members to adopt more products and services per household.
- Improved Cross-Selling Accountability: Monitor and enhance cross-selling efforts with precise tracking, ensuring teams meet performance targets.
- More Effective Than “Secret Shopper” Programs: Obtain genuine, real-time feedback directly from members, providing more reliable insights than traditional mystery shopping methods.
Deep Dive Features in Our Blog
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Turn Member Insights into Results
Create a truly member-centric credit union, by ensuring member voices aren’t just heard, but acted upon.
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Identifying and Implementing Quick Wins in Member Experience
Whether your Member Experience (MX) initiatives began years ago or just recently, identifying “Quick Wins” can provide immediate improvements. Quick Wins are fixes that can be done independently, with minimal technology impact, and typically within 1-3 weeks. These tasks should not significantly impact workloads but can address persistent issues that have not been prioritized. Examples…
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How to Sort Survey Comments by Topic and Type
In a nutshell: Survey responses are data. How you interpret that data is the analysis. The easiest way to begin that analysis is by sorting survey responses into “buckets.”