Clients

Do you truly understand your customer? With the most powerful set of CX orchestration tools available on the planet, you’ll get the full picture of who they are, what they want, and how best to engage with them.

Today, customers are in charge. For your business to stay ahead of the pack and reap the financial rewards, you need to know how to offer your customer exactly what they want. With inQuba’s data science capabilities at the heart of our CX software, we’ll help you do this.

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LISTEN

Listen to your customer anywhere, anytime, across any media.

Listening to your customer is much more valuable when you do it consistently and in context of the customer journey. Our smart CX software provides highly personalized and dynamic insights to what your customers are saying, so you can understand what they really mean. Armed with this knowledge, you can deliver exceptional products and services that meet your customers’ needs completely.

LEARN

Uncover insights into exactly what your customers want.

It’s not just about listening to your customer – it’s also about tapping into that knowledge to serve your customers the best way you can. inQuba’s nerve center, the CX data repository, uses advanced data modeling that’s applied to the customer journey and lets you drill down into customer behavior across the organization so that you can better understand what your customers need – and even predict what they’ll do in the future.
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ENGAGE

Speak to your customers effectively across any channel.

While every business engages with their customer, this communication is usually patchy, unplanned and inconsistent across the organization. inQuba provides a unified platform for experience and engagement across the customer journey. Our customer experience software lets you engage effectively with your customers in every buying, servicing or customer journey stage and across any channel you use – whether it’s a call center, an app, a survey, social media or email.

STORY

Every customer interaction is personal.

People don’t want to interact with a company – they want to interact with another human. Our CX orchestration platform gives you a unique single view of your customer, helping you navigate the customer journey that’s personal to each individual, and then act accordingly. In this way, you put the customer at the forefront of everything your business does.

 

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THE TOOLS YOU NEED

We have one goal in mind: exceptional enterprise CX orchestration to improve your customers’ experience. Join leading brands across the world using the following inQuba tools:

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inQuba CX

Analyze customer feedback from multiple data sources including surveys, social media conversations, email, and transactional data, so you can take meaningful action that has real impact.

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inQuba Engage

Communicate effectively with your customers across their customer journey via any channel: mobile, web forms, social media and contact center agents.

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inQuba Social

Using semantic anchoring, we link your customers’ social media interactions to customer journeys giving journey-based insights, trends and competitive benchmarks using social data.

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inQuba Wired

inQuba Wired creates the vital interface between your back end systems and the inQuba CX suite of products, so you can link business activity to customer experience measures.

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TAKING CX TO NEW HEIGHTS

2015 was a banner year of recognition for low cost airline Kulula. They received the highly coveted title of Best Regional Low-cost Airline in the 2015 Business Traveller Africa Awards. Operated by Comair, operators of the British Airways and Kulula brands, Kulula was also rated as the top regional low cost carrier, according to the SA Customer Satisfaction Index, and voted top airline for business travellers in the 2015 Sunday Times Top Brands survey.

This recognition is the direct result of the airline’s heightened focus over the last few years on delivering a better Customer Experience. In the words of Comair’s Iain Meaker: “We have made CX part of our culture, and customer data becomes important on a collective basis – every member of the team needs an understanding of the customer journey, including pain points and issues, and how these can be resolved,” he explains.

Meaker also attributes this success to their decision to invest in the inQuba Enterprise Customer Experience Orchestration Platform. “inQuba not only provides a complete view, it enables intelligent communication with customers through its built-in rules based system. This means we won’t bombard customers with the same surveys, for example, and allows us to target specific customers or groups of customers in a more timely fashion and with the proper context.”

“In the event a customer uses the survey to voice his or her frustration and make a complaint, the inQuba system now alerts our internal customer relations team and arms them with the information that they need effectively engage in service recovery and close the loop with our customer.”

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CALLING ON CX EXCELLENCE

Talk about coming a long way. Mobile operator, Telkom Mobile was recently rated as the only provider to exceed customer expectations for overall quality and reliability, according to SACsi, a leading  Customer Satisfaction Index. These results are the culmination of a concerted effort to improve the customer experience. For example, the company has worked relentlessly to improve its performance on one of the key drivers of customer satisfaction, first call resolution (FCR), with FCR rates skyrocketing up to 70%!

This was achieved through a concerted effort to ensure customer experience was at the forefront of the company’s strategy and operational approach, according to Fuaad Noormohamed, Senior Manager of Service Management and Quality Assurance at Telkom Mobile.

“We opted to use inQuba not only because we had a strong relationship with the company and their software was easy to implement, but because inQuba took the time to understand our business and the nature of our customer’s journey. This then enabled us to orchestrate a better end-to-end customer experience. We are now reaping the rewards of this. In addition to the acclaim we have gained, we are now realizing continuous operational improvement, as evidenced by our improved NPS scores.”

“The inQuba platform allows us to really engage in our customers’ story. Using inQuba our engaged employees go to the nth degree to deliver an extraordinary customer experience.  We had a branch manager who took the initiative of a home delivery of a preferred swop-out device to one of our customers who reported an out-of-stock experience on inQuba. Now that’s awesome customer experience!” says Noormohamed.

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