KnowledgeForce

Market Force's technology platform for collecting, integrating and visualizing customer experience data. 

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KnowledgeForce® is Market Force’s technology platform for collecting, integrating and visualizing CX data. KnowledgeForce uses the latest big data technologies to consolidate customer experience data from any source—whether collected by Market Force, other vendors, or you.

Executives, managers, and franchisees and location-level operators can drill down into particulars for a geography and even down to the location level to identify problem areas and make corrections quickly.

Integrate: All data in one place

Many companies struggle to have a single view of their customer experience data. The process of finding and organizing that data into a management spreadsheet wastes precious resources and is error-prone. KnowledgeForce uses the latest big data technologies to consolidate customer experience data from any source—whether collected by Market Force, other vendors, or you. Stakeholders can assess performance on any datastream—e.g., mystery shopping, customer survey, contact center, audits, same store sales—individually or in unique combinations. That flexibility creates a single pane of glass for data and empowers every user with the tools they need to improve performance. 

Visualize: Role-based reporting

KnowledgeForce displays data based on role. Stakeholders can view data across the entire enterprise and quickly drill down into site specific information. Store managers and individual franchisees view data for their specific location and can compare performance at regional or corporate level. We have over 50 standardized reports that can be configured for online or push reporting. And of course, our reporting is mobile enabled with responsive design for use on phone, phablet, tablet or laptop.

Unstructured data: Listen and learn

How do you mine the rich comments coming from your customers for new product ideas, emerging issues, or the unknowns? Unstructured comments feed into KnowledgeForce from social media, customer surveys, mystery shops, and our contact center. Text analytics categorize those comments into sentiment and categories of information. Trending and drill-down capabilities highlight hot spots for the brand or for locations. Managers can use the rich commentary to coach team members with concrete examples of exceptional experiences so that teams know what it takes to create brand advocates. 

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Unique insights through combined data

How does performance on mystery shopping relate to customer satisfaction? Do locations with more satisfied customers have fewer contact center calls? What is the relationship between performance on these experience channels and same store sales?

Market Force answers these questions with data visualizations that provide unique decision-making tools. We relate operational excellence and customer experience to financial performance—and that enables stakeholders to make decisions regarding top-grading staff, marketing to drive traffic, and changes in standards. A single platform that integrates core metrics will allow you to see your locations as you never have before. We bet you'll be surprised. 

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