SMG moves into 2020 with tech enhancements focused on feedback innovation

Bennett Gamel | Jan 21, 2020 Bennett Gamel 01/21/20

The tech enhancements released over the last quarter of 2019 were designed to inspire smart changes in our clients’ business, equipping them with the latest and greatest in experience management (XM) technology. Here are a few notable enhancements:

Updates to case management streamline communication

This centralized, multi-source platform gives brands tools to promptly respond, assign, track, and resolve customer issues for an effective service recovery process. Some notable features recently released include:

  • Mobile capabilities: With full functionality of case management in the smg360 app, users can reassign cases, approve reassignments, and view attachments on the go, no matter the role or location.


  • Mobile app onboarding: This in-app, just-in-time training provides a quick overview of new case features as they’re released—guiding users in how to take advantage of mobile features such as case actions, scripted responses, and reassignment.

WeChat integration expands feedback options in China

Clients who operate in China can now reach customers through WeChat’s social and e-commerce platforms (such as WeChat + WeChat Pay) with multiple invitation methods, seamless survey integration, and in-app incentives. This integration option enables brands to drive customer engagement while simultaneously receiving richer feedback and deeper insights.

Upgrades provide a more robust text analytics library

While the quantitative data from a customer experience management (CEM) program is invaluable, it’s often the customer comments that help answer questions brands never thought to ask. That’s why our AI-powered text analytics platform is one of our top priorities and an area where we’ll continue to invest. The latest enhancements include:

  • Associate Voice® dashboard: This enhanced functionality uses an improved text analytics library to deliver a higher degree of accuracy and recall for employee experience (EX) feedback—helping brands gauge employee sentiment, group comments according to topic, and surface emerging themes.


  • Enhanced restaurant industry library: New library algorithm techniques provide moreaccurate product-level sentiment for restaurant industry comments.

What’s next?

We’ve made enormous progress in 2019—rolling out more new and advanced features than ever before—and we’re excited to bring you even more meaningful enhancements in 2020.

In the meantime, learn more about AI-powered text analytics by downloading the guide: 6 ways text analytics delivers better insights for better business outcomes.

Bennett Gamel | VP, Product Management

Customer Experience Update