InSocial

A Structured Approach to Measuring Experience

To ensure that Experience Level Agreements (XLAs) are truly reflective of customer and employee perceptions, we’ve partnered with InSocial, a leading platform for real-time sentiment analysis. This partnership enables us to gather, analyze, and act on experience data in a structured, sustainable way eliminating survey fatigue and ensuring accurate insights.

As an official reseller of InSocial, we offer a one-stop solution for designing, deploying, and managing XLAs—complete with built-in sentiment measurement.

Key Features of InSocial for XLAs

• Real-Time Sentiment Collection – Capture customer and employee feedback at the most relevant moments using automated, event-driven surveys.
• Omnichannel Feedback – Gather insights via email, web, chat, SMS, and other channels to meet users where they are.
• AI-Driven Analytics – Identify experience trends and key drivers of satisfaction through AI-powered text and sentiment analysis.
• Personalized Survey Flows – Avoid survey fatigue with intelligent feedback loops that trigger only when needed.
• Dynamic Dashboards & Reporting – Get real-time visibility into experience trends with interactive dashboards.
• Integration with ITSM & Business Platforms