FAQ | Help

Welcome to the future of experience management!

We are excited to partner with your organization to help you deliver the world’s best
experiences with the Experience Management Platform (XMP). As a new user to the
platform, we are excited for you to collect customer experience data, use that data to
create loyal lifelong customers, and generate new reviews to power your personal
brand and reputation.

How does the platform work?

Your clients will be sent automated surveys during the important points in their customer
journey. These survey emails will be personalized – with your name and photo. Based on
their responses, the smart survey campaigns can send alerts if they are unhappy, so your
team can take action, or ask them to share their great experiences as reviews on the sites
where leads are looking for you (including Google My Business, social sites, and industry
sites). Those reviews are also added to your Experience.com Profile Page, consolidating
important information about your services, location, and building brand trust with voices of
your customer.

When you log in to the platform, you will see your comprehensive dashboard. Your
dashboard shows the status of all of your survey campaigns, your ratings, a dashboard
that benchmarks your CX performance against your peers, and all of the great reviews
generated by your customers after outstanding experiences. You can access your reviews,
surveys, and experience data with one login.

What benefits can you expect?

The power of the platform gives you the data you need, in real time, so you can improve
experiences immediately to create loyal, happy clients, understand how your CX
performance stacks up against your peers, and boost your referrals and new leads with
reviews on the sites that matter. Sharing information about your customer experiences on
your Experience.com profile and other sites helps with your marketing efforts to attract
new customers, with reviews to build trust and power search results – so leads find you at
the top of the list.

Users tell us using the platform helps them:

• Generate high survey response rates (our clients see 54% of their surveys
completed, well above industry average)
• Understand more about your customer journey and their feelings about your
interactions so you know exactly how to build loyal customer relationships
• Tell customers they matter and you care about their experiences
• Use the voices of your customers to generate reviews that automatically publish on
the sites where new customers are looking for your services
• Power their reputation and marketing efforts with boosted SEO and profile pages
• …and more! We want to hear what you think about the platform – so let us know!

Our team is here to make sure you are getting the most value from the platform and that
your onboarding is seamless. If you have any issues or something doesn’t look right,
reach out to our team at [email protected] and we will be in contact right away.

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