Intouch Insight

Intouch Insight

Solutions for improving CX operational performance

4.6/5 (10 reviews)

Intouch Insight Overview

Intouch Insight has been helping global brands improve customer loyalty, strengthen brand reputation and accelerate financial performance since 1992. With their portfolio of customer experience management (CEM) products and services, clients can collect data from customer feedback sources, centralize it into a single instance for dashboard interpretation and then leverage tools like predictive and text analytics, to initiate action campaigns and tasks across the organization in order to improve customer experience and business KPIs.

The Intouch Insight customer experience management solution portfolio today consists of:

customer experience management software

survey software

artificial intelligence-powered insights

mystery shopping

mobile checklists and forms

operational audits / compliance audits and

event marketing and lead capture solutions.

Intouch Insight's customer experience platform, LiaCX, makes it easy for CX professionals to quickly identify areas of their customer journey that need attention. Patent-pending Action Campaign technology makes it easy to mobilize individuals across the organization to take action by assigning specific tasks and tracking their completion. See the direct impact on business KPIs like NPS, or CSAT with real-time reports.

The software collects and aggregates listening feedback data from a multitude of integrated and external sources including: customer surveys, checklists, mystery shop results, audits, social media monitoring, and call center data inputs. Seamless integrations with 3rd-party applications like Oracle, SFDC, and SAP, as well as rapid data integrations of other business systems. Customer feedback data is mapped to the customer journey, and artificial intelligence-powered features transform the data into meaningful, and actionable CX insights.

Pricing

Starting from
US$250,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

English, French

Intouch Insight Reviews

Overall rating
4.6/5
100% positive reviews
6
Excellent
4
Very good
0
Average
0
Poor
0
Terrible
Sally W.

Best software for mobile audits and customer service management!

Used Daily for 1+ year
Reviewed on 2019/02/15
Review Source: Capterra

The Intouch Insight program was a huge step up from our previous excel reporting. Both Helen and Erik have gone above and beyond with their customer service and are always available to answer questions. We now have an exceptional program that gives us quick access to our daily audits and the customizable Dashboard makes use of charts and graphs to keep us up to date and on track. I highly recommend Intouch Insight for your mobile reporting.

Pros

Best feature is the Ease of use. Product navigation is very easy-to-use. The software is updated on a regular basis and gets better each time. Always prompt replies to our questions and requests for assistance.

Cons

Initially we found the dashboards were a bit confusing and time consuming but the support from the Intouch team has been exceptional.

Response from Intouch Insight

Thank you so much for taking the time to leave this detailed review, it's always a pleasure working with you! We look forward to continuing to support your customer experience initiatives.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Misael V.

Mystery Shops

Used Daily for 2+ years
Reviewed on 2018/10/31
Review Source: Capterra

Our company focuses on menu trends and we need menus from restaurants. It is important that we gather a readable menu with prices.

Pros

The ability to access and engage with the platform, and communicate with Intouch staff.

Cons

The loading speed of shops and how the images show all the way at the bottom. Too much scrolling.

Response from Intouch Insight

Thank you very much for taking the time to share your thoughts. We've really enjoyed working with you, and look forward to continuing to support your team!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Rahul H.

The experience with Intouch has been phenomenal and its great to see Intouch reaching great heights

Used Daily for 1-5 months
Reviewed on 2018/05/10
Review Source: Capterra

Pros

On behalf of the MDC, I would like to extend our appreciation for the amazing work done by your team on the Intouch. The endless hours that you have spent working on this project, and the professionalism that you have shown has impressed the entire team immensely.

Your team's diligence, self-motivation as well as dedication have been a source of inspiration for the rest of the team. The best thing about this software is it's user-friendly, easy to use and simply amazing. With Reports getting generated on a timely basis, makes it even convenient for the business to see the Quality work.

Thank you once again for all your effort.

Cons

With Intouch having some great features in place, it's very hard to say as to what I expected leat from that software. Each enhancement has been addressed and some feature request has been logged so I wish Intouch is able to deliver those as well quickly making it an amazing tool for Quality.

Response from Intouch Insight

Thanks so much, it's been a pleasure working with you and your team! We look forward to continuing to support you on your journey.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Lauren N.

The CX Platform for Any User

Used Daily for 1-5 months
Reviewed on 2019/04/18
Review Source: Capterra

So far, we have seen huge time savings in the data analysis and survey deployment workload. The platform also allows us to track and measure new areas that we were missing before.

Pros

The platform itself is extremely user-friendly and really powerful - it is now running our multilingual VOC program and has so many more use cases for us. We have three groups utilizing the tool after just a few short months. I would highly recommend the implementation support package. The customer and technical support team are the best in the business.

Cons

The platform is fairly new and has some bugs that are encountered somewhat regularly. They also don't have the future set built out completely. That said, their support team reacts almost immediately and is open to feedback on improvements. Many requests that we submitted have already been launched.

Response from Intouch Insight

Thank you so much for the fantastic review! We're so thankful for the incredibly helpful feedback your team delivers, which helps to improve features and functionality for everyone. Looking forward to continuing to support your customer experience initiatives!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Rocio S.

Intouch Review

Used Daily for 1+ year
Reviewed on 2018/11/01
Review Source: Capterra

Pros

-Easy to use
-The mystery shops are well organized into sections that make it clear to spot right away
-Customer support is very friendly and respond in a timely manner. They also always contact immediately if something went wrong

Cons

-Mystery shoppers are required to submit photos through the Intouch camera which sometimes give off bad images
-Some mystery shops are not worth the price we pay

Response from Intouch Insight

Thanks so much for taking the time to share your experience, and for the fantastic feedback!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

Intouch Insight Pricing

Starting from
US$250,00/month
Pricing options
Free Trial
Subscription
Value for money

LiaCX customer experience management software (includes IntouchCheck and IntouchSurvey): Price upon application

IntouchCheck Mobile Form Software: 1-49 users: $19 per month, per user, 50+: Contact Intouch Insight for a quote

IntouchAudit Operational Audit Solutions: Price upon application

IntouchShop Mystery Shopping Services: Price upon application

IntouchSurvey CSAT Survey Software: Price upon application

IntouchCapture Event Marketing: Price upon application

Intouch Insight Features

  • Activity Tracking
  • Automatic Notifications
  • Custom Fields
  • Data Import/Export
  • Mobile Integration

  • API
  • Activity Dashboard
  • Automatic Reminders
  • CRM Integration
  • Calendar Management
  • Contact Database
  • Customer Database
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Electronic Payments
  • Email Integration
  • Reporting & Statistics
  • Social Media Integration
  • Third Party Integration

Additional information for Intouch Insight

Key features of Intouch Insight

  • Advanced customizations for specific audit processes
  • Analytics
  • Assign action to specific users and set due dates
  • Attach photos to issues
  • Automated actions
  • Build dynamic mobile forms
  • CX Action Campaign plans - track and manage execution
  • Conversation-style history
  • Create and edit checklists
  • Customer resuce
  • Customizable fields
  • Customizable notifications
  • Define scoring, weights, notifications, schedules and more
  • Electronic signature
  • Filter insights by date, checklist, group, or location
  • Find trends and opportunities
  • Groups and permissions
  • Identify & fix issues
  • Identify trends and patterns
  • Import from Excel
  • Instant overviews
  • Instant submissions
  • Library of free industry forms & checklists
  • Mark actioned issues as resolved
  • Mobile reports
  • Multiple choice, multi-select, calculation fields
  • Notifications
  • Real-time automated insights
  • Skip logic
  • Task & risk ownership
  • Yes/no, numbers, text, dates

Benefits

LiaCX Customer Experience Management Platform

  • All listening feedback sources and systems data in a single CEM platform
  • Identify stages of delight and despair in the customer journey with visual dashboards
  • Understand sentiment with advanced text analytics for deeper, AI-based insight
  • Close the loop with customers and employees
  • Watch the direct impact of CX initiatives on KPIs
  • Predict and plan for customer wants and emerging issues
  • Tailor insights and action plans for all roles in the organization
  • Create and share customizable dashboards with users across the organization

  • Intouch Insight FAQs

    Below are some frequently asked questions for Intouch Insight.

    Q. What type of pricing plans does Intouch Insight offer?

    Intouch Insight offers the following pricing plans:

    Starting from: US$250,00/month

    Pricing model: Subscription

    Free Trial: Available

    LiaCX customer experience management software (includes IntouchCheck and IntouchSurvey): Price upon application

    IntouchCheck Mobile Form Software: 1-49 users: $19 per month, per user, 50+: Contact Intouch Insight for a quote

    IntouchAudit Operational Audit Solutions: Price upon application

    IntouchShop Mystery Shopping Services: Price upon application

    IntouchSurvey CSAT Survey Software: Price upon application

    IntouchCapture Event Marketing: Price upon application

    Q. What are the main features of Intouch Insight?

    Intouch Insight offers the following features:

    • Advanced customizations for specific audit processes
    • Analytics
    • Assign action to specific users and set due dates
    • Attach photos to issues
    • Automated actions
    • Build dynamic mobile forms
    • CX Action Campaign plans - track and manage execution
    • Conversation-style history
    • Create and edit checklists
    • Customer resuce
    • Customizable fields
    • Customizable notifications
    • Define scoring, weights, notifications, schedules and more
    • Electronic signature
    • Filter insights by date, checklist, group, or location
    • Find trends and opportunities
    • Groups and permissions
    • Identify & fix issues
    • Identify trends and patterns
    • Import from Excel
    • Instant overviews
    • Instant submissions
    • Library of free industry forms & checklists
    • Mark actioned issues as resolved
    • Mobile reports
    • Multiple choice, multi-select, calculation fields
    • Notifications
    • Real-time automated insights
    • Skip logic
    • Task & risk ownership
    • Yes/no, numbers, text, dates

    Q. Who are the typical users of Intouch Insight?

    Intouch Insight has the following typical customers:

    Large Enterprises, Mid Size Business, Small Business

    Q. What languages does Intouch Insight support?

    Intouch Insight supports the following languages:

    English, French

    Q. What type of pricing plans does Intouch Insight offer?

    Intouch Insight has the following pricing plans:

    Subscription

    Q. Does Intouch Insight support mobile devices?

    We do not have any information about what devices Intouch Insight supports

    Q. What other apps does Intouch Insight integrate with?

    Intouch Insight integrates with the following applications:

    Dell Boomi, Microsoft Dynamics CRM, Microsoft Excel, NetSuite, SAP Analytics Cloud, Salesforce App Cloud

    Q. What level of support does Intouch Insight offer?

    Intouch Insight offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support