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AI-Powered CEM and Market Insights Platform
3 steps to unify CEM and market insights end to end
VoC across service chats, surveys, social, and reviews — even photos, voice, and video — all captured and understood
AI auto-categorizes sentiment & topics, surfaces unmet needs from photos, and lets you ask data questions directly
Negative feedback triggers instant alerts and automated tickets. AI drafts professional replies to continuously elevate CX
Omnichannel, full-lifecycle VoC collection.AI doubles your qualitative research efficiency.
No more switching between systems. Service chats, surveys, social, reviews — text, images, or video — managed in one place. No channel goes unheard.
Learn MoreTransactional + relational surveys combined, capture feedback at key touchpoints, and track NPS and CSAT over time — every lifecycle stage covered.
Learn MoreNeed faster user feedback? TwinSouls digital human panels help you test concepts, see audience differences, and reach conclusions sooner.
Learn MoreAI Interview Moderators run in-depth interviews 24/7 with real-time probing and concurrent sessions — no more researcher bottlenecks.
Moderator: You mentioned “a bit tricky to start using,” which specific step?
Respondent: Couldn't find the entry point on first setup; instructions weren't clear.
AI-powered text analytics, driver analysis, and scene insights turn massive data into actionable conclusions.
Too many verbatims? Text analytics auto-categorizes sentiment & topics at 95% accuracy — no voice goes unanalyzed.
Learn MoreGot NPS/CSAT but unsure what to fix first? Metric monitoring and driver analysis pinpoint key detractors — from "what's the score" to "what to improve first."
Learn MoreAI Scene Insights analyzes thousands of real-life photos to surface unspoken preferences and opportunities from actual usage contexts.
Learn MoreWonder why a metric fluctuates? DataAgent conversational analytics — ask in plain language, "why did East China CSAT drop," and get real answers in minutes to act with confidence.
Sample: 26,840 · Omnichannel Customer Feedback · AI-Generated Insights
AC
Steam Oven
Refrigerator
Range HoodOne-handed operation, quick storage, and small packaging emerged as high-frequency latent needs.
From alerts to closed-loop resolution — AI-assisted ticket workflows with visible improvement outcomes.
No more waiting for monthly reports. Low scores, negative reviews, or keywords trigger real-time tickets — auto-assigned by your rules. Zero missed cases.
Want fast, professional replies? AI ticket assistant drafts from your knowledge base, smart-categorizes issues, and suggests resolutions — 70% faster resolution.
Track alert → resolve → recover → review. Experience metrics validate improvements — management sees progress without chasing.
Complex projects? Research services draw on 20 years of expertise — CX diagnostics, journey redesign, improvement plans, and implementation support.
Learn MoreNegative Sentiment 92% · Hit “repeatedly unresolved” keyword
CSAT 2/5 · Wait exceeded promised time
2 consecutive negatives · Activity drop in 30 days
“After-sales reported the issue three times, no clear answer yet on solutions.”
Suggest apologizing first, assigning a dedicated handler, offering on-site inspection per policy, and proactive follow-up within 24 hrs.
Improvement Suggestion: Prioritize redesigning the after-sales journey and standardize resolution for top issues.
Data compliance restricts cross-border VoC. Bestcem manages China consumer insights end to end — HQ/region/store/staff each view their own feedback, drag-and-drop dashboards pinpoint issues, low scores auto-generate tickets, ensuring consistent high-standard CX.
Diverse categories, broad user base, slow research, siloed data. Bestcem CEM platform unifies VoC, enables fast analysis and response, delivering omnichannel CX excellence. Pre/post-launch tracking keeps products aligned with needs, growing sales and repeat purchases.
In a fast-innovating NEV market, Bestcem built a full-dimension user research system: CDP integration for real-time owner surveys, 48h competitor lost-user reach, product tests & co-creation camps. Sales doubled 3 years running, topping state-owned EV growth.
Built a multi-layer evaluation system aggregating VoC: touchpoint surveys, ambassador input, and service tickets plus social and e-commerce data. 8,000 ambassadors collected 300K+ responses in 6 months, with public innovation CSAT up 16.6%.
Low-frequency transactions with weak engagement and long service spans. Bestcem deployed real-time feedback, mapped journeys monitoring 12 business touchpoints across omnichannel and special scenarios, with custom surveys and non-intrusive mechanisms — building a closed-loop CEM system that turns "customer insight" into "timely action."
Built an integrated, real-time, closed-loop patient experience system: 3-tier evaluation, standardized services, cross-system panoramic views, and auto-dispatch for improvement. Survey rate ↑70.3%, valid tickets ↑59.3%, invalid tickets ↓60.5%.
Bestcem runs parallel CEM programs for retail and corporate banking — covering 4 core businesses, 3 channels (branches/app/ATMs), and 3 segments.
Banking competition shifted from product-led to customer-centric. CITIC Bank partnered with Bestcem and a consulting firm to deploy a 5-module system covering 82 business journeys and 1,400+ monitoring metrics — NPS rose over 10% in one year, complaints dropped 33.6%.
To realize the brand strategy of "a bank that creates happiness," Bestcem took a "light consulting, heavy implementation" approach — building a digital CEM platform: point-line-surface monitoring + personalized survey delivery + 81 multi-level dashboards, shifting the management lens from "business" to "customer."
2025 revenue exceeded ¥28B. Built full-journey CX monitoring: mapped 2 journeys (stores + mini-app), set up touchpoint + relational survey matrices, integrated POS/IAM/CRM for real-time NPS across all brands.
Built CEM from 0 to 1: brands push targeted surveys, AI generates drag-and-drop dashboards, low scores and complaints trigger instant alerts. Visualized journeys enable personalized surveys — 360° CX visibility.
Partnered to build store CX metrics and CSAT ranking. Real-time tracking and negative alerts with auto-ticket workflows. 7 CX improvement projects incl. 10 SKU taste optimizations — 80% showed positive sales growth, adding ¥30M.
1,100+ stores across 200+ cities. Bestcem built multi-dimension metrics and monitoring, running mystery shopper programs across 3 store types and 8 touchpoints — identifying weaknesses, improving service, and elevating CX.
Previously 30% of feedback was manual and lagging. Now: real-time quality tracking, negative alerts, auto-ticket workflows. AI topic & sentiment analysis pinpoints issues for targeted optimization.
To grasp China market trends and competitor moves, Bestcem's flexible surveys, robust models, and smart BI deliver clear insights. Digital platform replaces manual analysis — freeing time for critical decisions.
Significant research spend on consumer insights, R&D, pricing, and CX monitoring. Bestcem made CX management routine — cutting CSAT monitoring and issue-response time. Flexible surveys empower R&D and CX teams to improve products and inform operations.
A century-old beauty and personal care heritage brand. Bestcem helped embed insight-driven decisions across R&D, marketing, and operations. Combining research with CEM and deep data analysis, the platform provides evidence for understanding customer needs, new product direction, and estimating market potential.
Health tech focus. Built pre/post-sale and product usage experience metrics. Objective KPIs converted to surveys, cross-analyzed with e-commerce and social text data. Ticket system closes the loop.
Pioneered home fitness tech. Continuous multi-dimensional experience monitoring drives product iteration. Data supports course and membership optimization, boosting CSAT and NPS. Tiered feedback data enables precise decisions.
Mapped customer journeys by product line via a digital CEM platform, improving CX and conversion. By cross-referencing operational and experience data, reduced churn, lifted conversion and ATV, achieving 10% sales growth.
Core capabilities out of the box — the platform grows with your business
Finally, NPS and repurchase rate in one view
CRM, ERP, sales orders — all connectable
Text, images, voice, video — all analyzable. X-data and O-data in one table.
Turn your management language into platform metrics
NPS, CSAT, and any CX, industry, department, or store metric — define them your way.
Need a new capability? Plug in a new tool
Need new capabilities? Plug in tools: connect enterprise IM for instant negative alerts to store managers
Connect e-commerce — AI auto-replies to negative reviews. No dev sprint needed.
Your know-how becomes platform skills
Industry expertise and CEM methodologies become platform-specific skills — newcomers perform like veterans, and the platform adapts to your business.
Helping 26,897 organizations collect 468,064,378 customer voices
