The post Alchemer Raises Commitment to Security and Privacy, Completes SOC 2® Type 2 Examination appeared first on Alchemer.
]]>LOUISVILLE, COLORADO, JANUARY 12, 2022 – Alchemer (formerly SurveyGizmo) – a global leader in Customer Experience (CX) and Voice-of-the-Customer (VoC) technology – announced today the successful completion of its Service Organization Control (SOC) 2 Type 2 examination, which demonstrates compliance with the leading industry standards for managing enterprise data. Alchemer requested this voluntary audit to further affirm its long-standing commitment to information and data security and privacy practices, ensuring policies, procedures and operations not only meet, but exceed the industry standards for security, availability, and confidentiality.
“Collecting and managing customer data is our core business. Completing the SOC 2 Type 2 examination demonstrates that we are taking the required steps to protect our customers’ data,” said David Roberts, CEO of Alchemer. “Alchemer has long been at the forefront of ensuring data security and privacy, and we will continue to invest heavily in fiercely safeguarding customer data.”
In 2019, Alchemer completed a SOC 2 Type 1 examination. The SOC 2 standard validates that systems are established to manage the security, availability, processing integrity, confidentiality, and privacy of customer data. Alchemer’s data centers are now all SOC 1 (financial systems), SOC 2 (information systems), and SOC 3 (business systems) certified.
About SOC 2 Certification
The American Institute of CPAs (AICPA)’s Service Organization Control established the Security Operations Center (SOC) standard as a means to assure customer data security in different systems. The SOC 2 standard focuses on information systems, assuring customers that they have been audited for customer data security, availability, processing integrity, confidentiality, and privacy. In addition to the technical audit, there is a requirement for the company to document and follow comprehensive information security policies and procedures.
SOC 2 applies to organizations that store customer data in the cloud, which includes virtually every SaaS (Software as a Service) company, such as Alchemer. SOC 2 Type 1 assesses the design of security processes at a specific point in time, while a SOC 2 Type 2 report assesses the effectiveness of those controls over time by observing operations for six months.
About Alchemer
Alchemer (formerly SurveyGizmo) offers the world’s most flexible feedback and data collection solution, with twice as many question types and a low-code design that allows innovative thinkers across organizations to solve real business problems cost-effectively. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.
Contact:
Connect Marketing
Sherri Walkenhorst
[email protected]
(801) 373-7888
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]]>The post Alchemer Named to the 2021 Gartner® Magic Quadrant™ for Voice of the Customer for Second Consecutive Year appeared first on Alchemer.
]]>LOUISVILLE, COLORADO, December 7, 2021: Alchemer — a global leader in Customer Experience (CX) and Voice-of-the-Customer (VoC) technology, including its widely used enterprise feedback platform — announced today that it has been named to the Gartner Magic Quadrant for Voice of the Customer for the second year in a row.
“Customers rely on Alchemer to deliver a wide range of data collection channels, strong dashboard analytics, and streamlined integration with multiple third-party applications,” said David Roberts, CEO of Alchemer. “Our solution provides rapid speed to value. Customers are able to easily configure the platform to their specific use case with little to no IT involvement, meaning organizations can collect and act on feedback from customers and employees almost immediately.”
Gartner defines a Voice of the Customer (VoC) application as one that integrates feedback collection, analysis and action into a single interconnected platform that helps understand and improve the customer experience.1 Alchemer was recognized for its ability to execute and completeness of vision.
Download the full report to learn how Alchemer can help your business capture feedback your way and act on it right away.
About Alchemer
Alchemer (formerly SurveyGizmo) transforms customer and employee feedback into operational gold to create customer-centric organizations. Alchemer provides an enterprise feedback platform and solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.
Contact
Connect Marketing
Sherri Walkenhorst
(801) 373-7888
Gartner Disclaimer:
1Gartner, “Magic Quadrant for Voice of the Customer, 29 November 2021, Jim Davies, Ed Thompson
GARTNER and Magic Quadrant are registered trademarks and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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]]>The post New Study Finds the Vast Majority of CX and VoC Programs Fail to Respond to Customer Feedback appeared first on Alchemer.
]]>LOUISVILLE, CO, May 4, 2021 – Alchemer, formerly SurveyGizmo, today announced the results of a new study conducted by Forrester Consulting to determine the effectiveness of Customer Experience (CX) and Voice of the Customer (VoC) programs. The study, Smoke and Mirrors: Why Customer Experience Programs Miss Their Mark1, surveyed 305 respondents with decision-making responsibility for their organization’s customer insights and/or CX strategy. Responses indicate that even though organizations say they do well at collecting feedback and generating insights, they don’t actively work these insights into their decisions, and customers never see the results.
“Organizations fall victim to process inefficiencies, deprioritized initiatives, and a lack of automation that prevents them from acting on the customer data,” according to the study. “An altered sense of reality further undermines progress. Many organizations think that, because they’re collecting customer feedback, their VoC program is proceeding as it should — even if they aren’t acting on this data.”
Gaps Between Desired Outcomes and Reality
While firms are invested in the CX experience, their programs are not integrated into all aspects of the organization, which hinders performance. For example, most collect feedback and generate insights and dashboards well, but less than 25% of respondents report that their organizations effectively address customer feedback. Most respondents (75%) believe their entire company clearly defines success for their customer program, yet few (24%) respondents report the program itself is understood, and fewer still (20%) believe customer-centricity is part of their company’s culture. Only 19% of respondents report that the voice of the customer is well-embedded in how their organization runs.
Key Findings
- CX programs aren’t set up for success. Even though organizations show a lot of energy around CX improvements, their operations and prioritization leave much to be desired. CX is still not fully embedded or built out across the organization, leaving plenty of performance gaps.
- CX programs fail in three key areas: quality, embeddedness, and process. Organizations have a distorted view of reality. Many think their CX program performance is much more mature than it actually is. Most organizations are disconnected among key people, process, and technology pillars, and they can’t back up their perception of excellence with their actions. As a result, 96% of respondents report their organizations experience negative business impacts due to these challenges.
- Integrate your processes now to ensure future success. For true VoC success, the feedback received must be analyzed, acted upon, and integrated into business processes. Without putting these findings into action, feedback is essentially useless.
“Organizations have an incredible opportunity to create stronger relationships with their customers and employees, especially during this time of social distancing and diminished human connection, said David Roberts, CEO of Alchemer. “This study makes it painfully clear that organizations need to improve their CX programs by embedding customer feedback into how they run things, wiring it in to create a customer-centric culture.”
About Alchemer
Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and pre-packaged solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.
Media Contact:
Connect Marketing
Sherri Walkenhorst
[email protected]
(801) 373-7888
1 Smoke and Mirrors: Why Customer Experience Programs Miss Their Mark, an April 2021 commissioned study conducted by Forrester Consulting on behalf of Alchemer.
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]]>The post Alchemer Empowers Sales Teams to Deliver Customer-Centric Selling Throughout the Customer Journey appeared first on Alchemer.
]]>LOUISVILLE, Colorado, March 2, 2021 – Alchemer – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today that it has launched Customer Engagement for Sales, an integrated software solution that empowers sales teams to create a customer-centric selling model, integrating the voice of prospects and customers into hyper-personalized messaging for key interactions.
In a recent report, Salesforce.com found that 89% of business customers expect companies to understand their needs and expectations. With Alchemer Customer Engagement for Sales, sales teams of all sizes and roles can capture customer feedback at defined stages throughout the customer relationship. Complete captured relationship data and customer feedback are immediately recorded in a CRM, delivering feedback to customer-facing team members. Communications within the solution are pre-configured and in a single location including workflows. Everything is scalable and can be personalized by individual sales personnel.
“I’ve spent much of my career in sales-leadership positions and I wish this solution existed much sooner,” said Mary Beth Addison, Senior Vice President of Sales at Alchemer. “The Alchemer Customer Engagement for Sales solution empowers sales teams to collect the information needed to understand the unique voices of their prospects and customers to take action and move forward quickly. Business customers want to be treated as individuals. This solution makes that possible.”
“Transformation to a customer-centric organization involves both cultural and technical shifts,” said Ryan Tamminga, Vice President of Customer Success at Alchemer. “This solution immediately helps organizations to create hyper-personalized communications that will strengthen both customer relationships and the customer journey.”
About Alchemer
Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and pre-packaged solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.
For more information about the Alchemer Customer Engagement for Sales solution, visit https://www.alchemer.com/customer-engagement-for-sales/
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]]>The post Alchemer Recognized in the First Gartner Magic Quadrant for Voice of the Customer appeared first on Alchemer.
]]>LOUISVILLE, COLORADO, January 13, 2021 – Alchemer – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology announced today that it has been named in the first Gartner Magic Quadrant for Voice of the Customer.
“Our customers look to us to help them transform into customer-centric organizations, actively listening to the voices of their customers and employees and then taking immediate action,” said David Roberts, CEO of Alchemer. “There are more than 1,000 software providers in customer experience (CX). We are one of only 15 companies recognized in the Gartner Magic Quadrant for Voice of the Customer, which to us is validation that our vision aligns with our customers’ need for a scalable, flexible customer experience platform that ensures that their customers feel heard.”
“Gartner defines voice of the customer (VoC) as a software application that integrates feedback collection, analysis, distribution and action into a single, interconnected platform to help you understand and improve the customer experience (CX).” Alchemer was recognized for its Ability to Execute and Completeness of Vision.
Gartner Disclaimer:
Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About Alchemer
Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.
For more information about Alchemer visit Alchemer.com.
To read the report, click here.
Contact:
Connect Marketing
Sherri Walkenhorst
[email protected]
(801) 373-7888
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]]>The post Alchemer Earns ISO 27001 Certification appeared first on Alchemer.
]]>Louisville, Colorado, December 15, 2020 — Alchemer, one of the world’s leading customer experience (CX) and voice-of-the-customer (VoC) platform providers, today announced that it has earned ISO 27001 certification from NSF International.
“Properly managing customer information and ensuring data privacy is critically important to our customers,” said, David Roberts, CEO of Alchemer. “Earning our ISO Certification demonstrates our commitment to keeping our customers’ data safe and private.”
About ISO 27001 Certification
ISO 27001 certification demonstrates that an organization has invested in the people, processes, and technologies to protect their customers’ data. It provides an independent, expert assessment of whether an organization is protecting their customers’ data at the highest levels. The certification is achieved through an accredited certification body (in this case NSF-ISR) and provides evidence that the accredited company is managing information security according to international best practice.
“ISO 27001 compliance is becoming increasingly important as regulatory requirements such as GDPR and CCPA require organizations to protect customer, consumer, and personal data,” said Dave Barr, CTO of Alchemer. “Alchemer connects companies with their customers and employees. Our customers need to know that we’re doing it to the highest standards of data security and privacy.”
About NSF International Strategic Registrations (NSF-ISR)
NSF International Strategic Registrations (NSF-ISR, nsf-isr.org) is a leading global certification body known for its superior technical expertise and customer satisfaction. Through the highest level of integrity, the NSF-ISR mark is known as the gold standard of the certification industry. NSF-ISR offers comprehensive management systems registrations to internationally accepted standards for quality assurance and environmental protection for the automotive, aerospace, chemical, energy, medical and manufacturing industries (e.g., ISO 9001, ISO 14001, ISO 45001, AS9100, IATF 16949, etc.).
About Alchemer
Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and pre-packaged solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.
For more information about Alchemer, visit Alchemer.com.
Contact:
Alchemer
Connect Marketing
Sherri Walkenhorst
[email protected]
(801) 373-7888
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]]>The post Alchemer Partners with Voxpopme to Enrich Customer Feedback with Video appeared first on Alchemer.
]]>Video has become a critical component in world-class VoC systems and integrating Voxpopme into Alchemer ensures customer voices are heard and actionable. The partnership enables Alchemer users to add open-ended video questions to surveys so they can listen to authentic customer stories. Users can then leverage Voxpopme’s automated video analytics and editing tools to ensure powerful human insights can be easily understood and shared to help the entire business get to know their customers better.
Through the partnership, organizations can add the unique benefits of qualitative feedback to any CX, VoC, or other quantitative programs they run through Alchemer. As a result, they can add context to NPS results, make customer experience issues more engaging, build empathy with employee feedback, add depth to product feedback, and enrich market research by creating connections with real people.
“Customer centricity begins with customer engagement. The more you understand your customers, the more likely you are to respond to them appropriately,” said David Roberts, CEO of Alchemer. “Voxpopme allows companies to see and hear from customers, which is difficult to do with social distancing. Adding this feedback type to the Alchemer platform allows users to connect with customers at a more personal level.”
Dave Carruthers, Founder and CEO at Voxpopme, commented: “Being people-first is table stakes in modern business, yet people can be easily forgotten in a world awash with quantitative data. So it’s hugely exciting to be partnering with Alchemer to create a native video question that adds the unique benefits of qualitative feedback to survey data. At the click of a button, enterprises will add video questions into surveys and capture in-depth, contextual video responses. Combining the qualities of both types of data will improve businesses’ understanding of people and create the empathy needed to make better decisions for the people that matter.“
About Alchemer
Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and pre-packaged solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.
For more information about Alchemer, visit Alchemer.com.
About Voxpopme
At Voxpopme, we know you want to be the trusted customer authority for your business. And to do that, you need to uncover new insights that people pay attention to and inspire action. The problem is, most companies are completely disconnected from their customers, making you feel unheard, undervalued, and irrelevant.
But it shouldn’t be so hard to understand and amplify your customer’s voice. Video helps you create understanding, empathy, and connection with customers across your company, which is why 89% of GRIT’s Most Innovative Brands have powered great decisions with Voxpopme’s video survey software.
Want to learn more? See how you can stop your business from making costly bad decisions and become the go-to resource for answers by starting a free trial at voxpopme.com today.
Press Contacts
Voxpopme
Tom Higgins,
Marketing Director
Voxpopme
Available for comment at:
E: [email protected]
T: +44 7837 456 561
Alchemer
Connect Marketing
Sherri Walkenhorst
[email protected]
(801) 373-7888
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]]>The post Alchemer Surpasses Qualtrics as “Expert’s Choice”; Awarded 11th Consecutive “Most Implementable Enterprise Solution” Award appeared first on Alchemer.
]]>LOUISVILLE, COLORADO, OCTOBER 21, 2020 – Alchemer – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today that it was awarded the 2020 “Expert’s Choice” award by FinancesOnline, surpassing last year’s winner, Qualtrics. FinancesOnline, a leading research platform for SaaS/B2B software with more than 2.5 million monthly readers, also awarded Alchemer their “Supreme Software” and “Great User Experience” awards for 2020.
G2 (formerly G2Crowd) also recognized Alchemer with first-place finishes in three enterprise categories – “Best Results”, “Most Implementable”, and “Highest User Adoption.” The “Most Implementable” award is the 11th consecutive win for Alchemer in that category. G2 is the world’s largest technology marketplace where businesses can discover, review, and manage the technology they need.
“Winning awards is never better than when they come from your customers,” said David Roberts, CEO of Alchemer. “Enterprises need software that meets their needs, is easily deployed, and that employees use. To have users and experts on two major review sites identify Alchemer as a leader in those categories, shows that we are delivering what companies need.”
The Alchemer platform provides survey, workflow, audience, communication, and analysis tools to allow any size organization to collect, integrate, and act on the voice of their customer. Alchemer also delivers industry-first solutions, such as Activated NPS and Sales Motion Optimizer, that further personalize the engagement businesses have with their customers to drive actionable feedback.
About Alchemer
Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and pre-packaged solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.
For more information about Alchemer visit Alchemer.com.
Contact:
Connect Marketing
Sherri Walkenhorst
[email protected]
(801) 373-7888
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]]>The post SurveyGizmo Announces Corporate Name Change to Alchemer to Reflect Focus on Creating Customer-Centric Organizations appeared first on Alchemer.
]]>LOUISVILLE, COLORADO, OCTOBER 13, 2020
SurveyGizmo – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today that it has changed its company name to Alchemer. The new name change better reflects the company’s mission in helping businesses transform into customer-centric organizations.
“SurveyGizmo served us well. It was fun and whimsical. It communicated clearly that we provide survey software and that our software is approachable and easy to use.,” said David Roberts, CEO of Alchemer. “Today, our customers count on us for mission-critical insights and business operations, and our new name sends that message to the market.”
One of the foremost industry analysts agrees. “Given the changing nature of the market and SurveyGizmo’s position in it, it is appropriate to change their name,” said Alan Webber, IDC Vice President of Customer Experience Solutions. “The name Alchemer is a better reflection of how they help organizations engage with their customers and act on what their customers tell them, taking what is traditionally treated as basic feedback and, like the alchemist of old, turning it into operational gold.”
Customers are also supportive of the change. “The Alchemer platform is staggeringly brilliant,” said John Pimm, Head of IT for IRC. “We’ve used it for more than 5 years to manage one of the world’s largest automotive satisfaction research projects with more than 500,000 interviews per year. It is mission-critical to our business. Renaming the company to acknowledge that value makes sense to me as the platform is the best out there.” Other customers are also treating their customer feedback as gold.
Sonos, the world’s leading sound experience company sources customer feedback via Alchemer to inform new product experiences for customers as part of their beta community. The information offers reliable, actionable feedback as Sonos delivers new products to customers.
The Alchemer platform provides survey, workflow, audience, communication, and analysis tools to allow any size organization to collect, integrate, and act on the voice of their customer. Alchemer also delivers industry-first solutions, such as Activated NPS and Sales Motion Optimizer, that further personalize the engagement businesses have with their customers to drive actionable feedback.
“Our customers rely on us to ensure their customers are heard and responded to, whether it’s for product development, sales engagement, or customer and employee retention,” said David. “In short, whether you want to run a simple survey or change the world, Alchemer is the right partner on your customer-centered journey.”
About Alchemer
Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and pre-packaged solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.
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]]>The post Alchemer Launches Enterprise Service Model appeared first on Alchemer.
]]>LOUISVILLE, COLORADO, U.S.A. SEPTEMBER 15, 2020 – Alchemer has launched its new Enterprise Service Model. The model features a European Support Center, expanded telephone support, and an integrated learning platform that helps customers leverage the many features of the Alchemer Voice-of-the Customer platform.
“Our enterprise customers continue to expect more and more from us, and we are excited to expand our offering to meet their needs,” said Alchemer CEO David Roberts. “Our Enterprise Service Model gives our customers access to more of the support they have come to expect from us.”
With the addition of the European Support Center, Alchemer offers the following live support (Monday-Friday):
• European Support: 06:00 to 18:00 Central European Time (CET)
• North American Support: 8:00 a.m. to 8:00 p.m. Eastern Time (ET)
“We upgraded our support model to make it easier for our customers to access the right resources to build customer-centric organizations,” said Alchemer VP of Customer Success, Ryan Tamminga. “We can meet our customers where they are, across time zones, work hours, and with advanced self-service and technology.”
The Enterprise Service Model includes Alchemer University, which is integrated into the Alchemer software. There are currently 32 courses included free for customers with paid accounts. Courses cover question types, actions, logic, reporting, account management, account security, managing libraries, and much more.
“Since the summer, customers have completed more than 2400 courses and are enrolled in another 6200 courses,” added Tamminga. “Each course takes about 15 minutes and customers can quickly gain knowledge and apply it immediately.”
The Enterprise Service Model is available today at no additional charge to Alchemer enterprise customers and those with Professional or Full Access accounts. To learn more, customers can contact their account manager or visit Alchemer.com.
About Alchemer
Founded in 2006, Alchemer has been putting feedback into the hands of the people who can take action through the systems they use every day for almost 15 years. We help customers make feedback core to their business. With more than 15,000 customers, including some of the most trusted brands, Alchemer collects more than a million responses every day.
To learn more, call Alchemer at 1.800.609.6480 or visit www.alchemer.com today.
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