Who Uses This Software?

Hotels, Hospitals, Product Manufacturers, Restaurant Chains, Airlines, Airports, Car Dealerships, Marketing Agencies, Research Agencies, Banks.


Average Ratings

15 Reviews
  • 5 / 5
    Overall
  • 5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • CX Group
  • www.cxgroup.co/
  • Founded 2014
  • United States

About CX Group

CXQuest by CXGroup is an award winning customer engagement platform that uses Big Data to help businesses develop speed, attentiveness and customer intelligence when interacting with customers to reduce customer churn and increase referrals. CXQuest stands at the intersection between a real time customer feedback, case management system and a communication platform and supports customer interactions across diverse communication channel to create one great, unified customer experience.


CX Group Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management

CX Group Reviews

Amazing product

Jul 28, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I love the fact that we are able to analyze the amount of data we have built up in our CRM over the course of several years. We have learned a lot of interesting points through the analysis of this information

Cons: Nothing

Overall: CXQuest has allowed us to start being more analytical with our customers (in terms of their needs, complaints, and preferences) which has helped us improve our services, thus keeping out customers happy

Recommendations to other buyers: Definitely get it, it is a good investment

Helpful for monitoring your company's reputation

Jul 22, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I like the modern interface this software has. It isn't the case with many business software. I also like the fact that this is a cloud-based software.

Overall: They have used the software very successfully for reputation management. We determine which customers have problems before they take some sort of negative action, like leaving reviews.

Recommendations to other buyers: I would say that you should really take the time to learn everything about the system and what it can do. The support staff is good and can work with you.

This is the best system in the customer experience space

Jul 19, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: This is a fantastic software and is probably the best in the customer experience market. What I like the most about it is the automated texting and text analysis feature.

Overall: We use CXQuest to communicate better and be better in touch with our customers through emails and texts. As soon as there is an interaction with a customer, CXQuest automatically sends out a message asking whether we can serve them in any other way. I am really blown away with the utility of this type of system.

Recommendations to other buyers: Definitely use this product - it is very useful and helpful

This software has made my life so much easier

Jul 19, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I love that CXQuest has eliminated a very tedious task that I had to do before.

Overall: All of the things that I had to do manually before, CXQuest automates for me. Before implementing this tool, I would have to look at notes of all our call records to see if there was a problem with our customers.

Was just better than the rest

Jul 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's easy to use and I'm able to see what our customers are doing as they interact with different people within my company.

Overall: Gained more insight into our customer database. We previously had no way to understand our customers from a birds-eye view.

Great customer experience software.

Jun 28, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: See above. Now we have much better visibility into what's happening with our customers

Overall: I've had a solid experience. The software makes it easy to track our customers at various departments of our company.

Best interface for CX software

Jun 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: -Love the bright, easy to use interface for this software.
-The support staff is helpful.
-A good bargain compared to competitors.

Vendor Response

by CX Group on June 10, 2016

Thank you for your support!

Robust set of features, doing some cool stuff at the cutting edge

Jun 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I've had a very positive experience with CX Group. They seem to have the most full featured CX software out there.

CXQuest makes listening and reacting to customers a breeze.

Mar 31, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We are using CX Group's platform CX Quest and it has really changed the way our business thinks about customer incidents and operates to always ensure that every issue is always resolved immediately. The implementation was fast, the training simple enough for our 45 users and the ongoing support we get from CX Group has always been excellent. From a feature perspective, what we like about CXQuest that it focuses on operationalizing customer experience, and spots when and where we need to react if things go wrong, rather than just focusing on retrospective analytics. The UI is pleasant and easy to use. We are a fashion manufacturing and retail business with 19 outlets.

Helps us beat the competition

Mar 31, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We looked at several tools to help us manage our Customer Experience goals. We needed an easy to use light weight solution with a lot of impact on our brand. Other companies offered very similar solutions but the complexity in setting up was greater and ease of use was not there. The CX Quest platform immediately outperformed the competitors by offering more functionality at a competitive price. The value propositions that the Group proposed were also very clear with its definitions and use cases. In addition to the CX Quest Platform we also made full use of CX Group¿s consulting services. Before rolling out the project we sat with them and pin pointed all the gaps throughout the customer lifecycle and addressed it with the technical solutions. This allowed us to transparently map out what impact it would have on our business. We are an industrial product manufacturer with retails stores throughout multiple countries in South America.

Prompt customer service

Oct 04, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: CX group is quick to respond to our queries.

It will be ideal if the system can interface with our Property Management System to seamlessly update guest's profile whenever preferences/feedback are shared.

Creating healthy competition at its finest

Sep 22, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Greece is a beautiful country with not so beautiful customer service standards. When we entered the F&B business our mission from day one was to completely differentiate ourselves from the competition. We wanted to provide our patrons with the highest quality customer experience standards. Much of our challenge was related to finding the right staff to work with, but once we hired and trained them we had no way to ensure they would stay on the right path. CX Group was an integral part in ensuring our staff would stay on their toes. We instantly enforced the methodology of absolute community transparency. The second a comment or review came in, all staff would be immediately notified in real time. This was sometimes a nerve racking experience but it worked exceptionally with the team. Staff members would attempt to outperform one another in seeing who would get more praise from the customer. I could not be happier with CX Group and all it has done for our business.

Excellent Service, Quick Response Times and Great Software

Sep 21, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I work for a large loan servicer, and for the past year we have been using CX Group to launch our first survey initiative. Though we are their first loan servicer client, the CX Group staff quickly learned the ins and outs of our business and tailored their software to our needs. The interface for CX Quest is extremely simple to use, and provides any information needed in a convenient dashboard. The side bar makes navigating the software very straightforward, and the helpful filters allow users to immediately find the exact information needed. I have been most impressed by the turnaround time for any additional or tweaks to the surveys. The CX Quest team is very responsive and even major changes are made speedily. Thank you for the great service and wonderful software!

Inside the mind of retail customers

Sep 20, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: From all the vendors we researched, we thought CX Group was the best fit for us. They were very hands on from the beginning and extremely well versed in the retail industry. They were very good in helping us define our objectives which allowed us to build a well-balanced customer engagement flow that tied into our marketing and promotions efforts. We looked at the customer shopping experience and defined the pristine opportunity to engage them. CX Group was with us every step of the way and once we went live, they were quick in helping us process the reports to make use of all the raw data. Their after sales support is also second to none. We received personal emails from the support team when our volume was too low and when our feedback scores suddenly drop. We have had nothing but a smooth and positive experience working with CX Group and highly recommend using them. Raxevsky is a woman¿s retail clothing chain with 28 stores nationwide.

The best way to prevent Negative Online Reviws

Sep 10, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We are a F&B Sport Bar and Restaurant chain with multiple outlets. We use CX Group to prevent any negative online reviews by making sure customers speak with us directly before they have a chance to vent on a public review site. What we like most is the culture of transparency it¿s created in our business. All managers find out immediately about issues with no delay. Nobody is scratching heads or pointing fingers trying to understand what happened several nights ago. We also do a lot of marketing and reward campaigns with the system. It¿s become an integral part of day to day corporate strategy.