Find
your best customers.
Cotera listens to and centralizes what your customers are saying about you. Search through comments, find common topics, and keep an eye on specific issues to give your customers the best experience.
How it works
Integrate All of Your Data
Connect to any data source with customer data, and put them into one place.
Understand Their Pain Points
Use our AI to easily categorize all of your customer comments into different categories to see what's top of mind.
Spot Trends Across Your Business
Connect your business data to see what pain points are actually losing you money.
Make Your Customers Happier
Get alerts about spiking trends and automate responses to increase customer satisfaction.
Integrate
With our one click integrations, connect to anywhere your customers live - your support platform, surveys, or even social media.
We'll put it all in one place so you can easily get a birds eye view of what your customers are saying.
Understand
It’s a start to know that your customers are upset and unhappy, but it's more important to know why.
Use our AI to identify common issues, auto tag what your customers say with relevant categories, and even ask survey questions of your data - anything you can think of.
You can even use it to predict which customers are going to churn and track where a customer is in their lifecycle.
Spot Trends
Use Cotera to connect the insights to the rest of your business. We can connect an individual customer’s sentiment to data about how you got them, what features they use or products they buy, and more.
Match issues to how much revenue you’re losing, what’s most likely to get a customer to leave you, and identify why your die hard customers love you.
Take Action
Insights are great, but action is vital. Get alerts about trends or spikes in customer complaints and issues, when a high value customer has a bad experience, and sync to marketing tools to automate surprise and delight.
You set what you want to know, and we’ll tap you on the shoulder when we see something that needs your attention.
Optimizing the End-to-End Customer Journey: An Interview with Sarah Nohe, Founder @ Special Sauce
This week, we had the pleasure of chatting with Sarah Nohe, a customer experience expert with a unique focus on the restaurant and hospitality industry. Our conversation delved into the complexities of understanding and optimizing the customer journey across physical and digital touchpoints, the challenges of data consolidation, and the untapped potential of personalization in the restaurant space. Here are the key takeaways from our discussion:
From Browsing to Bingeing: A Customer Journey Fueled by Netflix’s Value Proposition
Everyone is talking about Netflix — and for good reason. Just a year ago, Netflix began to really crack down on password-sharing. And while users were infuriated and threatened to cancel their subscriptions, the opposite ensued. This quarter, Netflix ended up adding 9.33 million new subscribers to their customer base — 5x their results from last year. And while there are lots of reasons it played out this way, one underlying reason this decision didn’t negatively affect their CX journey too badly was because this decision actually aligns very well with their overall value proposition.
Punching Above Your Weight: An Interview with Courtney LeBlanc at Willful
This week, we had the pleasure of speaking with Courtney LeBlanc, Senior Customer Support Manager at Willful, a Canadian online platform that enables users to create powers of attorney and last will and testament documents without the need for a lawyer. Our conversation delved into how Willful leverages a small but mighty support team to deliver empathetic, efficient service to customers navigating a complex and often emotionally charged process. Here are the key insights from our discussion:
Fine-Tuning UNIQLO's Customer Experience: From Good to Great
It’s majorly impressive how smoothly UNIQLO has adapted to the overseas market — global expansion is a task most brands tend to struggle with. And while their products are great, their product line isn’t necessarily the main reason for their success. The truth is — UNIQLO does a fantastic job of utilizing data to fuel its customer experience strategy — so much so that it’s allowed them to connect their physical and digital touch points in a seamless way. BUT there’s always room to improve, and here’s how.
A CX Dilemma: Why THE YES Struggled to Select a Segment
If you’re an avid Pinterest user, you might have noticed that over the years, their algorithm for personalizing users’ feeds has become more and more precise, making it all the more addicting. You probably wouldn’t have guessed that you have THE YES, an AI-powered shopping app, to thank for these improvements. In 2022, Pinterest acquired THE YES, but before this acquisition, THE YES was on its way to revolutionizing the average shopper’s customer journey and experience. But turns out — making a perfectly personalized shopping experience for every single user was no easy feat. So let’s break down one particular challenge they faced getting their platform off the ground.
Listening to Customers: How Sentiment Analysis Can Refine H&M's Customer Experience
When competing in the same industry as Shein and Temu, a brand like H&M must do one of two things to survive: 1) match these competitors’ prices (which is near impossible) or 2) justify higher prices. And in order to justify higher prices, H&M has had to do a lot more than simply improve the quality of their clothing. For them, it’s all about customer experience. And while H&M’s customer experience initiatives have been receiving tons of hype from investors and shareholders, there’s a bit of disconnect between the opinions of customers and investors.
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