SMG - Service Management Group Features
What are the features of SMG - Service Management Group?
Analytics
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT) Score
- Customer Effort Score (CES)
- Gamification
Customization
- Stakeholder Management
- Vertical-specific Solutions
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SMG - Service Management Group Categories on G2
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Platform
Customization | Allows administrators to customize to accommodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views. | Not enough data | |
Integration APIs | Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications. | Not enough data | |
Internationalization | Enables users to view and transact business with the same content in multiple languages and currencies. | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Performance | Is consistently available (uptime) and allows users to complete tasks reliably. | Not enough data | |
Mobility | Is accessible from a mobile device and by users on the go. | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress. | Not enough data | |
Dashboards | Has a centralized dashboard for users to interact with. | Not enough data |
Platform Basics
Performance Benchmarking | Compare survey results to industry benchmarks to locate key areas for improvement. Evaluate survey results at either a high-level or individual employee level. | Not enough data | |
Reporting & Dashboards | Survey results can be visualized and reported on in real time, with manager dashboards and automated reporting tools. Reports can be customized and distributed to aid in organizational improvement and employee performance reviews. | Not enough data | |
Interoperability | Connects to external systems and applications as needed to complete team workflows. | Not enough data |
Platform Content
Employee Pulse Surveys | Distribute short, customizable culture-focused surveys or polls to employees to measure the various factors of employee engagement, including job, environment, and pay satisfaction. | Not enough data | |
Survey Customization | Customize various components of surveys, including individual questions, distribution frequency, audience size, and anonymity. | Not enough data | |
Goal and Challenge Creation | Set professional and personal goals with customizable due dates and milestones within the system. Share these goals with other users and track and measure performance using built in tools. | Not enough data | |
Science-based templates | Provides content templates built by academics and/or practitioners and leverage science and research. | Not enough data |
Platform Additional Functionality
Employee Segmenting | Segment employees according to factors such as location, demographics, and position. Distribute surveys and filter survey results according to employee segments. | Not enough data | |
Goal and Challenge Creation | Set professional and personal goals with customizable due dates and milestones within the system. Share these goals with other users and track and measure performance using built in tools. | Not enough data | |
Peer Recognition | See feature definition | Send and receive recognition in the form of digital badges, awards, or messages to colleagues, employees, and managers. Recognition is displayed in real time in the platform on a live activity feed. | Not enough data |
Social Feedback Portal | Communicate with team members and managers through a built-in customizable web portal. Users can communicate 1 on 1 with each other, and can ask questions, share frustrations, and make suggestions with varying degrees of anonymity. | Not enough data |
Analytics
Net Promoter Score (NPS) | Calculates net promoter score (NPS) using customer feedback data. 12 reviewers of SMG - Service Management Group have provided feedback on this feature. | 92% (Based on 12 reviews) | |
Customer Satisfaction (CSAT) Score | Calculates customer satisfaction (CSAT) score using customer feedback data. 16 reviewers of SMG - Service Management Group have provided feedback on this feature. | 94% (Based on 16 reviews) | |
Customer Effort Score (CES) | Calculates customer effort score (CES) using customer feedback data. 10 reviewers of SMG - Service Management Group have provided feedback on this feature. | 88% (Based on 10 reviews) | |
Gamification | As reported in 10 SMG - Service Management Group reviews. Provides gamification tools to incentivize employees to leverage customer feedback insights. | 88% (Based on 10 reviews) |
Customization
Stakeholder Management | Provides insight concerning engagement with various stakeholders in regards to customer feedback and experience. This feature was mentioned in 11 SMG - Service Management Group reviews. | 91% (Based on 11 reviews) | |
Multilanguage Support | Allow users to create surveys and repond to customer feedback in a variety of languages. | Not enough data | |
Multiple Branding Support | Allows users to deploy surveys and intake feedback data for multiple brands. | Not enough data | |
Vertical-specific Solutions | Vendor provides industry- or role-specific experience management solutions. 10 reviewers of SMG - Service Management Group have provided feedback on this feature. | 92% (Based on 10 reviews) |
Feedback Management
Tagging | Tag content to organize and assign to specific departments or categories | Not enough data | |
Segmentation | Break down a population of users by demographics, sequence actions, time, and able to build custom segments. | Not enough data | |
Custom Reports and Dashboards | Allows users to easily build customized reports and dashboards. | Not enough data |
Feedback Analysis
Thematic Analysis | Identifies key phrases, themes, and patterns within a given text | Not enough data | |
Sentiment Analysis | Outputs the sentiment (positive or negative) of a given text | Not enough data | |
NPS/CSAT Scoring | Measures and reports on NPS, CSAT, or other metrics over time | Not enough data |
Feedback Sources
Online Reviews | Analyzes feedback from online reviews | Not enough data | |
Surveys | Analyzes feedback from surveys through built-in survey features or integrations with survey tools | Not enough data | |
Social Media | Analyzes customer feedback from social media | Not enough data | |
Customer Service Channels | Analyzes feedback sourced from integrations with customer service tools, such as help desks and live chat | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
