Powerful collaboration tools that align your entire organization
Customer Echo brings teams together around customer feedback. With secure multi-tenant architecture, granular permissions, and collaborative workflows, everyone from frontline to C-suite can contribute to exceptional customer experiences. Built for enterprise-scale collaboration with SOC 2 compliance, advanced security controls, and flexible organizational structures that adapt to your business needs while maintaining strict data isolation and access controls.
Executive Dashboard
Company-wide metrics
North Region
12 locations
South Region
8 locations
Downtown Store
Team of 12
Mall Location
Team of 8
Sarah Miller
Store Manager
Mike Kim
Sales Associate
Jessica Davis
Customer Service
Urgent: Customer Complaint
"Food poisoning incident needs immediate attention"
Training Review
Customer service skills improvement plan
Manager Access
Full store data + reports
Team Member
Own metrics + assigned cases
View Only
Read-only dashboard access
Best Practice Shared
"Upselling technique +40% success"
New Template Added
"Product return response script"
Break down silos and create customer-centric culture
Each location or department has its own secure space with controlled data access
Granular permissions ensure everyone sees exactly what they need
See how individuals and teams contribute to customer satisfaction
Pass cases and insights between teams without losing context
Built for organizations of any size and complexity
Mirror your company structure with regions, locations, departments, and teams. Maintain clear reporting lines. Flexible organizational modeling supports matrix structures, franchises, and complex multi-brand operations. Hierarchical data access ensures proper information flow while maintaining security. Delegation workflows enable proper escalation and approval processes. Organizational chart visualization shows team relationships and reporting structures.
Create roles that match your organization. Control access to data, features, and actions granularly. Comprehensive permission system with over 50 granular controls. Role templates for common positions - managers, agents, executives, and analysts. Location-based permissions restrict access to relevant data. Feature-level controls enable or disable specific functionality. Data classification ensures sensitive information stays protected.
Dedicated spaces for each team with shared views, notes, and collaborative case management. Customizable workspace layouts adapt to team needs and workflows. Shared dashboards provide team-specific metrics and insights. Collaborative case queues enable team-based workload management. Team calendars coordinate schedules and availability. Resource sharing facilitates knowledge transfer and best practice adoption.
Add context that stays within your team. Tag colleagues for input without cluttering customer communication. Rich text internal notes support formatting, links, and attachments. @mention system notifies team members of important updates. Tag hierarchy enables complex categorization and filtering. Note history tracks changes and shows collaboration timeline. Private notes visible only to authorized team members.
Track team and individual metrics - response times, resolution rates, satisfaction scores. Comprehensive performance analytics with 20+ KPIs for team and individual assessment. Leaderboards drive healthy competition and recognition. Goal tracking shows progress toward individual and team objectives. Performance trends identify improvement opportunities. Coaching insights help managers develop team skills effectively.
Build institutional knowledge with shared templates, best practices, and success stories. Centralized knowledge base with searchable articles, templates, and procedures. Best practice library captures successful resolution strategies. Success story sharing motivates teams and spreads effective techniques. Template sharing ensures consistent communication quality. Wiki-style collaboration enables team-contributed content.
How teams work together to improve customer experience
Regional managers see trends across locations, share successful initiatives through platform
25% improvement in struggling locations within 90 days
Departments collaborate on patient experience, share improvement strategies
System-wide 15-point satisfaction improvement
Store managers access peer performance, replicate high-performer practices
30% reduction in performance variance between stores
Properties share guest service innovations, front desk collaborates with housekeeping
40% improvement in issue resolution time
Franchisees learn from each other while maintaining data privacy
20% average satisfaction improvement across network
Brands operate independently while corporate sees unified analytics
Best practices shared increase group NPS by 18 points
Join 500+ businesses transforming feedback into growth with Customer Echo
Transform every customer interaction into actionable insights. Instant feedback collection, AI-powered analysis, and automated workflows—all in one platform.
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