Case Study: Emlakjet improves customer experience management with Wiseback

Turning Every Interaction into an Experience

Emlakjet, a leading Turkish proptech platform, needed to effectively measure and manage the customer experience across all touchpoints, including new memberships, renewals, and support processes. To tackle this challenge, they partnered with the vendor Wiseback to implement a comprehensive CX measurement program, aiming to gather insights for a seamless customer journey and track their Net Promoter Score (NPS).

Wiseback's solution provided a multi-channel approach, automating experience surveys via SMS after key transactions and supplementing monthly NPS measurements with CATI calls. They also integrated social media monitoring to collect and analyze user reviews from the App Store, Google Play, and the Şikayetvar platform. Through Wiseback's AI-powered analytics, all feedback was turned into actionable reports. This program collected over 20,000 feedback responses and drove a significant 8.5-point increase in Emlakjet's NPS, providing the crucial insights needed to enhance the customer experience.

Emlakjet

Cansu Demir

CX, CRM & Value Management Director