Its easier to keep your current customers than
it is to recruit new ones.”
Are your customers loyal to you?
Our clients are finding out what their customers think in near real time using our Text/ SMS customer satisfaction technology, also called mobile surveys.
By providing both a text-to number and QR code, the customer provides this feedback, regardless of the type of phone they have, the wireless provider, or where they are in the world.
Ask them at the table, in the restroom, through signage at the door, or in in the store. Push them a text from your CRM system after they’ve called your call center, or made a purchase, or toured your facility. We are seeing that customers are more likely to text about an issue before they go social (reaching Twitter, Facebook, blog, word of mouth), so these mobile surveys are a great way to intercept complaints and resolve them before they get online.
Clients that were utilizing traditional web and IVR surveys were seeing a 1-3% response rate. By implementing our mobile surveys, they are now seeing response rates of over 15%. Further, the responses are actionable. Key stakeholders within your company will instantly be notified via text and email of negative responses so that they can immediately pick up the phone and remedy the situation. When you take care of the customer’s needs, you increase loyalty and form a bond that is even stronger than it was before.
Want to add in a loyalty program component? No problem. We can help turn your feedback program into a loyalty program.
Additional Feedback Services
Our innovative technology allows you to gather information, insight and feedback from your customers and employees, as well as create systems that provide for additional touch points with your customers. We can help you anaylize the information you collect so that you can maximize your ROI by increasing customer and employee retention and satisfaction.
Customer Feedback Surveys
Understand the personal experiences that your customers have with your brand and give them a platform to communicate with you through our phone and web survey platforms.
Although your customers aren’t aware of your company standards and can’t speak to intimate details of their visit, they can provide distinct information regarding their level of satisfaction with the experience that they had with your brand. By running cross analytics available in our reporting suite, you can see what training efforts are effecting customer satisfaction and what isn’t. Thus, allowing you to continually evolve.
Employee Feedback Surveys
Using our same technology, allow employees a portal to provide their own suggestions and feedback in an anonymous form. If your employees are dissatisfied with their jobs or the products and services you offer, it can affect your bottom line more than you may realize. Unhappy employees result in higher turnover, lower productivity, and poor customer service. Gathering employee feedback is a valuable way to address a potentially dangerous morale problem that will surely effect the way your customers view your business.
Exit Interview Services
When asking your customers to give feedback on their own time is not effective, or when you need to find out an opinion quickly, use our in-person and telephone exit interview program to find out exactly what you need. Exit interviews generally occur immediately after a customer is done shopping. At this time the experience is still fresh in their minds and they can give the most honest and accurate feedback.
