CX360
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An officer working at a laptop in a dimly lit office

Customer 360° profile

Feedback and case history

  • CSAT survey answeredMobile app
  • NPS survey answeredCall centre
  • Case closed after confirmationWebsite

Customer 360°

Every customer's feedback and cases in one profile

The Customer 360° profile holds feedback and case history across channels, so the root cause is easier to find and fix.

  • Root Cause Analysis

    Find out why it happened.

  • Corrective and Preventive Actions

    Fix it, and stop it happening again.

  • CX Improvement Register

    Track the improvement work.

The full story

When an officer opens a case, the customer's story is already there: what they said, where they said it, and what happened last time.

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One customer, seen from every channel

Filter this sample profile by channel. Feedback and case history stay together, so nobody starts from nothing.

Sample customer

Customer 360° profile

  • CSAT survey answeredFace rating and follow-up question
  • Website journey completedTriggered a WhatsApp survey
  • CES survey answeredNegative feedback classified
  • Case createdOwner assigned, SLAs running
  • Call endedTriggered a WhatsApp survey
  • Case closedAfter customer confirmation
  • NPS survey answered0-10 score recorded

Illustrative profile, not real data.

A person wearing a headset, smiling at a desk in a bright office

Feedback and cases, across channels, in one profile

The Customer 360° profile brings experience history together, instead of leaving it spread across separate channels.

From case to improvement

Fix the cause, not only the case

Three tools turn what customers tell you into lasting change.

Root Cause Analysis

  • Related casesReviewed
  • Root causeRecorded

Root Cause Analysis

Look past the single complaint and ask why it happened. RCA turns case history into an explanation you can act on.

Corrective and Preventive Actions

CAPA separates fixing what went wrong from stopping it happening again, so both get done.

CX Improvement Register

Improvements are tracked in one register, so they stay visible after the original case has closed.

A city skyline at sunset under an orange sky

See CX360 in a demo

Walk through WhatsApp surveys, the case and SLA flow, Customer 360° and the dashboards with Capricon Solutions.

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