Gemseek Reviews

Geemsek developed very powerful platform for our company. Now, we are doing great job with our customers. We bulith our platform together making it better all the time. Their support is so valuable for us. No mater what kind of issue I have they always ready to solve it in a short notice.

Everything is great! There is nothing to complain

Very competent team of people! Always ready to assist and help to solve no mater what kind of issues you have. I strongly recommend this company.

On customer platform from time to time I have some issues uploading my masterdata. Gemseek team is always ready to help.

It evaluates the financial, operational and human impact of individual close-the-loop actions as well as mid and long term improvement projects.

Speed – it loads sometimes too slow (especially if a survey wave if is ongoing)

Try the action manager and the pre-built close-the-loop process – you will love it!!!

I close the loop with customers now in less than 72 hours. Based on their feedback I can initiate improvement projects and track them through the system. Then I can inform the customers automatically what we have improved based on their feedback. This is super powerful to please them.

The platform makes it easy to understand unmet customer needs, to respond to the unsatisfied customers and broaden the partnership with the happy ones.

The action manager behaves weird on mobile – sometimes I even don’t get notifications for cases assigned to me.

Get GemSeek CX to act on customer feedback and close the loop effortlessly

We had a manual process to close the loop with customers. It was almost impossible to manage the process and make sure that you have reached to all customers. Now everything is automated and transparent which allows us to keep our promises and increase customer satisfaction.

The GemSeek CX platform is a complete end to end platform. I especially like the opportunity to build and launch surveys on your own. Now after we were hit by COVID-19 this is crucial to make our surveys adequate on time.

There are few functionalities which are restricted. I always have to ask my manager and then he has to check with the GemSeek team – this process is really cumbersome.

Recommendations to others considering the product:

If you need an easy-to-use solution go for GemSeek CX

The platform is easy and user friendly, which gives us the opportunity to see instant customer feedback in their own words and in a preferable language. It helps us measure and manage customer needs, identify top issues, collect and proactively respond to them.

It would be useful to create/build an interactive dashboard per customer criteria: NPS score base, volume base, segment base and etc. to monitor pipeline activities and drive team KPIs.

GemSeek CX is flexible to act on customer feedback in real-time and shows the real impact of our CX initiatives. Consider it from an analytical standpoint, it’s good to know how our customers feel in the moment or over the past week and at the same time, it is also important to compare how our team was performing a year ago or longer. Having possibilities to view analytics in both contexts, helps us understand what we are doing well (now and historically), and what things are opportunities for our team moving forward.

How easy is to send surveys immediately after each client interactions. I can reach very quickly now if something goes wrong.

Everything seems to be working fine right now.

Make sure that you properly scope it as otherwise the internal adoption might take more than expected

We had separate transactional and relationship NPS surveys which were all run manual. Now we have them all in one.

As a manager, I can easily see how all my employees are performing daily. They also have access to customer comments which boosts their ownership and accountability.

As our employees constantly shift from one location to another I would like to be able to track their movement and count their performance dynamically.

Negotiate to get as many training sessions as possible and Organise training for every single front-line employee

Evaluation of the performance of all our locations as well the individual employees. We provide coupons and discounts to unhappy customers and many decided to continue buying from us.

The GemSeek ability to find a solution. The pre-built dashboards which fit our needs. The option to download the dashboard into editable ppt is super helpful for our internal reporting.

User experience can be further improved. Recently, the new releases are focused on new functionalities and somewhat ignore UX.

Recommendations to others considering the product: Great value for money platform with all the key features in place

The GemSeek team is very supportive and will make you feel at ease with the implementation and activation processes which you might expect to be a complex and slow process but is not. The ability of the platform to make sense of all comments by combining AI algorithm and human power is good, and a real step up for organisations that have done this manually in the past or used basic technology.

The features which enable you to re-energise your CX program could be more easy-to-use and tailored to each stakeholders’ needs. The anomaly detection is helpful now only for the CX managers.

Consider GemSeek CX platform for your VOC program automation, especially if you have experienced issues with other vendors or are getting started on your CX / VoC programme

We were looking for a trusted partner to work with our customers to empower them to close the loop and achieve tangible customer-centric transformation. We want a good technology, great support and a sensible price, and Gemseek delivers all of this.

What I truly love about GemSeek CX platform is the text analytics dashboard. It is super intuitive and easy to use. I can export all charts in powerpoint and all data excel and to engage internal stakeholders in the blink of an eye. It is a very effective tool.

The user interface of the summary dashboard can be further simplified. Many of our users will just worry about the key scores in their site and they've found there's often too much data there to make sense.

The product is great – just try it!

In the past our process was manual. We were wasting a lot of time in data collection and processing. The process now is fully automated. We can make suggestions for improvement which can be implemented quickly.