Waypoint Group is a customer service and campaign software solution. With collaboration-centric features, the products the company offers are designed to help users communicate with clients in a more effective manner. Said capabilities include creating multiple surveys, disseminating them in bulk, and generating comprehensive reports. With features such as a satisfaction poll, role training, and customer journey mapping, it is clear the company places an emphasis towards helping users improve services and identify customer priorities on a deeper level.
Waypoint Group Features
Waypoint Group’s products create an effective customer service system for its users. The services they provide have templates you can use to directly communicate with your customers. They can analyze your business and review your performance using key indicators. Additionally, they can even loop your survey and feedback processes to get better information from your clients.
TopBox Overview
Although Waypoint Group offers several consultation services, their primary solution is TopBox. This is a survey, feedback, and analysis program they developed to help you collate and analyze pertinent data in a more efficient manner. It’s designed for business-to-business (B2B) marketing. You can create surveys, analyze trends, and drill down for data to follow up on your customer’s needs and comments.
Customer Feedback Suite
The main feature used in this suite is the survey creation and distribution capability. You can make your own with several questionnaire types from ones using a true-or-false scheme to ones that solely use checkboxes. These enable you to collate the most relevant data regarding your concerns.
The answers to each question from your customers can then be displayed on a color-coded graph. This helps you distinguish answers from positive to negative to neutral. The questions can also be translated into multiple languages and sent to mobile devices for faster access.
Once you finish with your forms, you can send them to various contacts. You can even filter and choose which demographic your surveys should target. They are also color-coded according to role, industry, or likelihood of good referrals. This can help you pick the right people to follow up.
Trend and Feedback Analysis
With TopBox, you can use the answers your customers provide to track and analyze their purchasing behavior. Gauging responses can help you identify how your clients feel about your company’s policies or changes. This also uses a handy, color-coded bar sheet.
For trends, you can examine them from your customer base with colored bars to indicate positive or negative responses. This can be used to track their sentiment about the policies and/or services of your company. You can also sort these answers according to quarter or year. The answers can also be modified to examine the responses of individual contacts and follow up with them.
When examining trends, you can set benchmark points to see how much progress your business has made. These are fully customizable, helping differentiate the needs of different sizes from startup businesses to large-scale enterprises.
Once you finish collecting data, you can display it with the built-in analytics system. It can display various graphs from lines to bars to pie charts all with appropriate tags. The system also uses easy-to-comprehend terms and visuals for your convenience.
You can also use TopBox to find out what your financials are. You can trace each contact based on how they connect to and affect your revenue. This can be promoters who help you and passive members who don’t contribute much. The color-coded graph can be used to see how much money each member spends or gives. You can also use this to review how much of your company’s revenue is at risk from these accounts.
Contact Directory and Data Export
When you decide to send your surveys, TopBox uses a contact log that has all your client information. You can check on a point person’s job position, industries, and email addresses or numbers. Each company can also be color-coded based on whom to ask for a referral or who to send follow-ups to.
When you sort your data, it can be arranged according to tiers or categories. This can help you sort out the data you allow other clients or users to access. The categories include industry, location, products supplied or bought, and the name of accounts.
If your company has prior consumer experience (CX) data from other programs like Net Promoter, you can integrate it to TopBox. You can use executive or admin approval to share the data between the two platforms. With this, you can immediately gain visuals and reports to your data instead of rewriting surveys and data from scratch.
Waypoint Group Benefits
Waypoint stands out with its unique TopBox platform. The platform makes feedback and data gathering easier and faster with its survey creation feature. It also lets you create as many as you need to get all types of important data. The surveys are customizable and come with color-coding per type of response. You can also distribute these to different contacts at the same time.
Working with the feedback system is TopBox’s data analysis suite. You can create several graphs and bar charts with color-coding to show you relevant data quickly. This can be used to easily discover which companies have issues with your service and which companies approve of it. Finally, you can even find out which of your contacts can be trusted enough to send follow-ups to and which ones to avoid.
Another useful benefit of Waypoint Group’s system is the ability to export data. If you have created surveys before and gathered data, you can send them to TopBox for analysis. This cuts time and helps you archive important historical data for future business plans.
Waypoint Group Pricing
Waypoint Group has three different services it offers on its website. You can contact the company for specialized information and schedule demos for each service. No matter which service you avail, you have access to all the following features:
- Unlimited user logins
- Unlimited contacts
- Mobile-ready questionnaires
- Multi-lingual questionnaires
The first service is a data upload package. This is free and focuses solely on feedback analysis and recommendations. It is recommended if you want to have a quality insight into your service. It includes the following features:
- Data export
- Analysis charts – You can analyze different types of data for easy-to-interpret visuals. These include:
- Key drivers
- Financial linkage
- Customer engagement
- Expert advice – Avail of free advice from experts on how to improve parts of your business.
The second service is the TopBox Insights package. It costs $995 per month but has several additional reports with an in-depth breakdown of data. It is recommended if you want concise data analysis and have a hefty budget. It includes the following features:
- Analysis charts – You can now analyze the following:
- Key drivers
- Financial linkage
- Customer engagement
- Benchmarks
- Account X-Ray – Breakdown of individual contact responses.
- Segmentation – Segregate your data according to different tiers, location, or product type.
The third service is the Insight and Development package. It has a variable price as it depends solely on what deal you can work out with Waypoint Group. This is recommended if you want to focus solely on building your company. It includes the previous features and adds the following:
- Questionnaire design
- Scheduling – Plan how often you send your surveys.
- Committee workshops
- Employee engagement training
- Communication design – The group can help your team improve response rates from contacts.
- Results, review, and recommendation sessions – Discuss the findings and get advice from Waypoint Group themselves.
- Smart notifications – Certain personnel can be prioritized for action items.
Conclusion
Waypoint Group is a company focusing on customer feedback and data analysis software solutions. It offers the unique TopBox program designed to build surveys, create graphical charts and benchmarks, keep a contact list, and track your financial progress. It stands out thanks to a color-coded interface, CX data exporting capabilities, and detailed contact directory. This is recommended for B2B services wanting instant data analysis.
