Alida’s flagship digital insights platform expands with new customer-led features for its 163 million members
Alida, creator of the world’s first Customer Experience Management (CXM) and insights platform, has optimized Alida Sparq, its flagship digital insights platform with 20 new highly requested enhancements in 2020, keeping customers’ needs top of mind. The new features were released after continuously listening to customer feedback using Alida’s own technology and turning those truths into action to further enhance the experience for members in Alida’s global communities.
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Alida Sparq momentum continues to rise in 2020 with 163 million members now in Alida digital insight communities. This year, the addition of customer requested features made it easier than ever for Alida customers to engage with their global members. In 2020, Alida Sparq received approximately 4,500 new members daily with over 60,000 research projects launched, gaining an average industry participation rate of 23% (much higher than the average survey response rate of 1-3%).
“We deeply value the needs of our Alida Sparq customers and continuously seek their feedback through our own technology when making business and product decisions,” said Riaz Raihan, Alida’s President of Products & Engineering. “Most of the enhancements released in 2020 were highly desired features from our customers and were built specifically for heightening both the admin and member experience. More than ever, the Alida platform provides brands with everything they need to interact and listen to their customers, uncover their truth and build long-lasting relationships.”
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The top Alida Sparq Enhancements of 2020 include:
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Enterprise Controls & Advanced Data Privacy: Secure access to data and personally identifiable information (PII) that is collected through Alida Sparq with additions including new user types, sensitive data permissions, and activity tagging. Multiple customers provided feedback into the creation of this highly requested feature and over 200 new tags to govern activity access have been created.
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Artificial Intelligence & Machine Learning: Inclusion of AI/ML functionality throughout Alida Sparq, such as open rate prediction, response rates benchmarks, and post moderation. These enhancements have been widely adopted and have been used over 2,000 times since release.
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Mobile App for Admins: Enables Alida Sparq admins to monitor survey progress directly from their mobile device within an activity progress dashboard and mobile push notifications to keep track of key metrics on-the-go. The mobile app is currently being used by 1-in-4 customers.
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Quick Polls on Hubs: As a highly requested feature enabled in Hubs and powered by Alida Touchpoint, Quick Polls enables organizations to engage their members with short and compelling activities and provide a more engaging member experience.
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Other notable features to enhance the admin experience include AI for Hubs, advanced text analytics, instant incentives, sample management, calendar integration, analytics via Tableau integration, new admin UX, configurable admin SSO, Hubs comment export, NPS question type, user information pop-up, and API enhancements. Features designed to enhance the member experience include member PV updates, advanced data privacy, threaded comments on Hubs and SSO for Hubs.
“Building the digital WPS Cares Community through Alida Sparq is essential to reinforce the power of personal engagement and create meaningful relationships for our members, said Mark Rothwell, Vice President of Marketing, WPS Health Solutions. “As an avid user of Alida Sparq over the years, I appreciate the value that the platform will bring to WPS by helping us close the loop with our customers. The ability to gather and listen to feedback from our customers and then put those insights into action will lead to greater member engagement and satisfaction.”
