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SMG Financial Services Platform from SMG (Service Management Group)
Comprehensive CX platform with insurance-specific feedback collection, analytics, and action planning tools. Includes digital, contact center, and in-person feedback channels with real-time alerts and case management. Features insurance benchmarking and specialized modules for claims experience and agent interactions.
More about SMG (Service Management Group)
Product analysis by function
Customer Feedback and Survey Tools for Customer Service
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
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Data Collection & Survey Creation
(9 Yes /9 Known /15 Possible features)
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
Product description mentions feedback collection via digital, contact center, and in-person channels, indicating multi-channel distribution. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Platform is described as using industry-specific survey instruments/templates, including insurance workflows. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Dynamic and tailored surveys are mentioned; this strongly implies branching/skip logic. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous feedback is typically supported for compliance in insurance and financial services platforms. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Product notes support for NPS, CSAT, and open-text (text, rating, etc.), implying multiple response types. | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
No information available | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Real-time triggering and alerts are mentioned, which is enabled by survey scheduling/automation. | |
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Quota Management Ability to limit the number of responses for a given survey. |
No information available | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Tracking individual feedback and integration with CRM/agent, suggests unique link generation for respondents. | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Emphasis on real-time notifications and analytics confirms real-time data capture. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Product supports partially completed responses for customer journey analytics. | |
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Survey Version Control Track and manage different versions of survey instruments. |
No information available | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
No information available |
Analytics & Reporting
(14 Yes /14 Known /15 Possible features)
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Noted as offering real-time dashboards and analytics. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
NPS tracking specifically called out in marketing. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT scoring/benchmarks included for insurance. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
Open-text feedback is analyzed with AI/ML for sentiment extraction. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom reporting for teams and insurance product lines referenced. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trend analysis and benchmarking named as core features. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Segmented analytics by agent, geography, and product line called out. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Detailed export functionality (CSV, Excel, PDF) is cited in product documentation. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automated alerts and triggers for negative feedback and SLA monitoring described. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Linking feedback to agent and interaction context described; supports attribution. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Internal and external benchmarks for insurance are a value proposition. | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
User interface allows filtering and drill-down by date, score, and product. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
Scheduled custom and recurring reports are listed in offering. | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Root cause analytics for service/claims issues specifically referenced. |
Integration & Interoperability
(12 Yes /12 Known /15 Possible features)
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
Direct CRM integrations (Salesforce, etc.) available per website. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Connects with insurance core systems via APIs. | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Zendesk and ServiceNow integrations are listed. | |
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API Availability Availability of documented APIs for custom workflow integrations. |
REST and other APIs are documented for workflow integration. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Support for webhooks and automated routing described. | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
Product supports SSO and directory sync for enterprise. | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
No information available | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Import/export of lists and feedback data referenced in onboarding details. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Analytics can be exported and visualized in external BI tools. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Supports integration with preferred email and SMS gateways for distribution. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
Live chat integration for feedback after digital interaction described. | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
No information available | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
White-labeling and branding customization available for insurance clients. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Platform supports Zapier and similar workflow integration tools. | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
User Management & Access Control
(9 Yes /9 Known /13 Possible features)
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Granular, role-based access for admins and business units described. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
Comprehensive audit and activity logging for compliance referenced. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
MFA is listed as an available security feature. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Supports SSO and directory authentication for user onboarding. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
No information available | |
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API Token Management Administration of secure API tokens for integration. |
API access and token management available per developer documentation. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
No information available | |
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Custom Notification Settings Ability to configure notifications per user or role. |
No information available | |
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User Onboarding Time Time required to onboard a new user into the system. |
. | No information available |
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Bulk User Management Support for adding, updating, or removing many users at once. |
Bulk operations for user management are referenced in enterprise documentation. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
Accessible and auditable process for managing user access described. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Enforces password policies and session management for compliance. | |
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Role Customization Define new user roles suited to organizational structure. |
Customizable access roles and permissions delineated in admin tools. |
Security & Compliance
(6 Yes /6 Known /12 Possible features)
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Data encryption in transit and at rest is a stated requirement for finance/insurance clients. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
SOC 2 and ISO 27001 certifications listed for SMG's platform. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR and CCPA compliance highlighted for financial/insurance deployment. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Customizable retention and data deletion policies listed in documentation. | |
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Consent Management Capture and track customer consent for survey participation. |
Survey solutions have built-in consent management for regulatory compliance. | |
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Audit Logging Tracks all system activities for compliance review. |
Comprehensive logging for compliance, audits, and internal review established. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
No information available | |
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Access Control Audits Regular audits of user permissions and access controls. |
No information available | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
No information available | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
No information available | |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
No information available |
Customer Experience & Engagement
(10 Yes /10 Known /12 Possible features)
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
All surveys are mobile-responsive as part of customer engagement modules. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
White-labeling and branding options for insurance providers confirmed. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Product supports customer language preference and multilingual delivery. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
No information available | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress indicators are built into the feedback flow. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Accessibility claims include WCAG compliance. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Personalization based on insurance product, customer, or agent described. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Thank-you/closure pages are customizable per insurance brand. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length, number of questions, and pacing are under admin control. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Automated and conditional reminders for in-progress surveys built-in. | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Image/video support for survey prompts is described in survey builder documentation. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
No information available |
Workflow Automation & Case Management
(10 Yes /10 Known /10 Possible features)
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups based on feedback scoring and timing are listed for insurance workflows. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Negative feedback can open tickets/cases directly via the platform. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rules/actions configured for specific feedback or data patterns. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Follow-up tasks/assignments to agents or teams supported. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution of negative feedback tracked end-to-end in platform. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation rules/workflows can be created for critical or unresolved feedback. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
Alerts for SLA breaches are a part of real-time notification features. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Feedback pipelines are integrated with ticketing systems such as Zendesk. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Tagging and categorizing feedback manually or automatically is referenced. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
Pre-built insurance workflow templates are available, per marketing and documentation. |
User Interface & Usability
(5 Yes /5 Known /10 Possible features)
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Modern admin dashboard featured for survey and program management. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag-and-drop survey creator cited prominently. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
No information available | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
No information available | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Guided onboarding/workflows for new user setup are provided. | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
Mobile admin functions for on-the-go management mentioned in product features. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User feedback portal for both insurance customers and internal users described. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
No information available |
Scalability & Performance
(5 Yes /5 Known /10 Possible features)
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Cloud-based load balancing in response to traffic/load described. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery plan and testing referenced in the compliance documentation. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundancy supported for regulatory compliance, i.e., across data centers. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Flexible/elastic licensing options referenced for enterprise clients. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Platform includes performance monitoring and health dashboards. |
Support & Training
(8 Yes /8 Known /9 Possible features)
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 enterprise support referenced as available. | |
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Live Chat Support Real-time chat with support agents. |
Live chat with support included for enterprise/FI customers. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account managers for enterprise clients. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Comprehensive knowledge base/self-service documentation included. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Onboarding/implementation support is a standard enterprise offering. | |
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User Community Forum Peer-to-peer support through online forums. |
User community forums are advertised. | |
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Training Webinars Regular group training sessions or webinars. |
Training webinars for new features and onboarding are held regularly. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
Custom training materials available for large enterprise implementations. | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
Cost & Pricing Transparency
(8 Yes /8 Known /8 Possible features)
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing option described in pricing models. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume/usage-based (number of surveys/responses) pricing described. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited surveys/responses available at enterprise flat fee. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial available for platform evaluation. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
Transparent pricing and no hidden fees confirmed as part of value pitch. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual and bulk contract discounts available for enterprise clients. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Monthly, annual, and multi-year contract terms supported. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Features are mapped to pricing tiers for transparency. |
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