Manage your customer experience with Lumoa

Accelerate growth by improving your business, services, or products with customer insights.

Have a full overview of the experience in the customer journey

Lumoa’s executive dashboard allows you to easily overview and manage different customer journeys, customer touchpoints, and sets of data.

Performance overview
Create cards in your dashboard that represent a specific touchpoint, location, or channel to compare the performance between cards and access specific insights related to that card.

See what drives your customer experience

Make the right decisions by knowing what your customers like and dislike about your product, service, or business. Lumoa allows you to track your customer experience performance in real-time.

Find new topics and impact drivers
Discover what the most talked about topics are in your feedback. Lumoa shows you not only, what topics drive your customer experience up or down, but also shows you with how much. This makes it easy for you to know what you should focus on to improve the customer experience.

Deep dive into the feedback
See how your feedback correlates with your impact drivers and read only the feedback that are relevant for your case. Lumoa analyzes and detects the sentiment of your feedback regardless of what language the feedback is written in.

Actionable insights

Automatic detection of actionable insights shows you the most critical actions that need immediate attention.

Phrase detection
With Lumoa’s phrase detection you can find frequently used phrases in feedback. Based on the detected phrases, Lumoa generates concrete ideas of improvements that you should act on to improve your metrics.

Prioritized Feedback
Lumoa is the only provider on the market that calculates the weighted impact of feedback, which means that more important feedback that comes from a certain customer segment, product, or etc. will be prioritized. This will ensure that you focus on the right areas of the business to guarantee customer retention.

See what is trending

Find positive and negative trends in your customer feedback and see how the trends evolve over time.

Turn insights into actions

Turn insights into actions systematically and tie your actions to your metrics. Act on feedback and share the responsibility by creating events.

Create automated events
Act on feedback in real-time by creating automated events that get triggered when you receive a certain type of feedback.

Assign responsibility and follow the development
Take action and assign responsibility for important insights to a specific team, or persons in your organization. Manage and follow the development of ongoing events to ensure that action is taken.

Focus on what is important
Assign a monetary value to your events to get a better understanding of how you should prioritize the events and ensure that resources are allocated correctly.

Find performance gaps

Compare your performance by touchpoints, agents, or customer segments. Quickly find differences in feedback by comparing different sets of data against each other and uncover performance gaps.

Drill into individual feedback

All feedback with text is visible on Lumoa UI, you can check all feedback under specific topic and insights. You can also create event for single feedback to close the loop automatically or manually from individual feedback. You can sort feedback from most positive or negative first and more. 

Security and Policies

Protecting your data is our obsession​

GDPR Compliant

We are GDPR compliant and our platform has been thoroughly tested by top rated security companies. That is why customers in industries with the most demanding security and privacy constrains such as finance or healthcare trust us with their data.

The secure choice

We want to ensure that our processes and services are secure and quality assured by the highest standards. Therefore Lumoa is fully certified under ISO 27001 and ISO 9001.