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Chains | Franchises | Groups

Chains | Franchises | Groups

Helping brick-and-mortar chains thrive in a digital world by
transforming how they manage customer experience and service.

Helping brick-and-mortar chains thrive in a digital world by transforming how they manage customer experience and service.

Customer experience feedback survey on ChainSuite

Voice of Customer

Voice of Customer

Problem: To run an effective Customer Experience Management (CEM) programme you need plenty of real-time Voice of Customer (VoC) data, but capturing feedback in physical locations is hard.

Problem:To run an effective Customer Experience Management (CEM) programme you need plenty of real-time Voice of Customer (VoC) data, but capturing feedback in physical locations is hard.

Customer experience feedback survey on ChainSuite
Customer experience feedback survey on ChainSuite

Solutions:

  • By delivering short interactive surveys via messaging apps, our survey bot captures more voice of customer data in physical locations than anything else on the market.

  • Questions are delivered in a conversation-like format that is more engaging than web forms, which means you get more considered customer answers and better insights.

  • We capture feedback in real-time and make closing the feedback loop seamless, so you can quickly follow up with customers and turn detractors into promoters. 

Solutions:

  • By delivering short interactive surveys via messaging apps, our survey bot captures more voice of customer data in physical locations than anything else on the market.

  • Questions are delivered in a conversation-like format that is more engaging than web forms, which means you get more considered customer answers and better insights.

  • We capture feedback in real-time and make closing the feedback loop seamless, so you can quickly follow up with customers and turn detractors into promoters.

Multi-Unit Customer Service

Multi-Unit Customer Service

Problem: Managing multiple channels across your store network and e-commerce site is challenging, while millennials demand better service options than voice calls or returning to a store.

Problem: Managing multiple channels across your store network and e-commerce site is challenging, while millennials demand better service options than voice calls or returning to a store.

ChainSuite customer experience survey
ChainSuite customer experience survey

Solutions:

  • Improve service by handling web chat, social networks and messaging apps in one simple dashboard that is optimised for the needs of multi-location businesses.

  • Wow customers and build loyalty by responding to customer feedback or queries at store-level, while head office can oversee all activity and takeover when appropriate.

  • By linking your physical and digital stores together in one system, you can deliver more personalised service and convert more in-store customers to omnichannel customers.

Solutions:

  • Improve service by handling web chat, social networks and messaging apps in one simple dashboard that is optimised for the needs of multi-location businesses.

  • Wow customers and build loyalty by responding to customer feedback or queries at store-level, while head office can oversee all activity and takeover when appropriate.

  • By linking your physical and digital stores together in one system, you can deliver more personalised service and convert more in-store customers to omnichannel customers.

ChainSuite customer experience survey
Customer experience feedback survey on ChainSuite

Real-Time Customer Insights

Real-Time Customer Insights

Problem: Other systems are not designed for multi-unit businesses so you have to build your own reports, while email based solutions do not capture data in real-time.

Problem: Other systems are not designed for multi-unit businesses so you have to build your own reports, while email-based solutions do not capture data in real-time.

Customer experience feedback survey on ChainSuite
Customer experience feedback survey on ChainSuite

Solutions:

  • All our customers are multi-location businesses and this is reflected in our reporting, which means store managers can access real-time location benchmarking tables for example.

  • Impact CX on the frontline by creating area manager views so they can focus their coaching sessions with store managers or franchisees on actual customer issues.

  • Extract deep insights from free-form feedback at store level or head office with our artificial intelligence generated word clouds and other machine learning features.

Solutions:

  • All our customers are multi-location businesses and this is reflected in our reporting, which means store managers can access real-time location benchmarking tables for example.

  • Impact CX on the frontline by creating area manager views so they can focus their coaching sessions with store managers or franchisees on actual customer issues.

  • Extract deep insights from free-form feedback at store level or head office with our artificial intelligence generated word clouds and other machine learning features.

What our customers are saying

What our customers are saying

What our customers are saying

“We had been using SMG to capture feedback in our stores but our customers simply weren’t engaging with the survey in sufficient numbers due to a number of on-going issues. Since rolling out ServiceDock’s system, we have seen a 3X jump in survey completions and it is so much easier to follow up with customers than it was before. Stores and management alike really like the admin and reporting functions and, as a result, the teams are more engaged and enthusiastic in this key focus area for our business.”

Ben Ward, Commercial Director, Mothercare

“ServiceDock captures way more customer feedback than anything we’ve tried before. It makes following up with unhappy customers easy and it helps me identify which restaurant managers look after our customers best. It’s a great tool!”

George Bertram, Group Commercial Director, Rocket Restaurants (Eddie Rocket’s)

“Implementing ServiceDock in our retail stores has afforded us key insights into the minds of current customers and prospective customers alike. A previously unmeasured market for us, ServiceDock made it easy to get set up and a 38% engagement in one of our stores shows that customers love the experience. Dealing with the ServiceDock team on questions big or small has always been a pleasure.”

Pheonie Cashman, Change & Operations Lead, Sky

“We had been using SMG to capture feedback in our stores but our customers simply weren’t engaging with the survey in sufficient numbers due to a number of on-going issues. Since rolling out ServiceDock’s system, we have seen a 3X jump in survey completions and it is so much easier to follow up with customers than it was before. Stores and management alike really like the admin and reporting functions and, as a result, the teams are more engaged and enthusiastic in this key focus area for our business.”

Ben Ward, Commercial Director, Mothercare

“ServiceDock captures way more customer feedback than anything we’ve tried before. It makes following up with unhappy customers easy and it helps me identify which restaurant managers look after our customers best. It’s a great tool!”

George Bertram, Group Commercial Director, Rocket Restaurants (Eddie Rocket’s)

“Implementing ServiceDock in our retail stores has afforded us key insights into the minds of current customers and prospective customers alike. A previously unmeasured market for us, ServiceDock made it easy to get set up and a 38% engagement in one of our stores shows that customers love the experience. Dealing with the ServiceDock team on questions big or small has always been a pleasure.”

Pheonie Cashman, Change & Operations Lead, Sky

EU

DIT Grangegorman, Dublin, Ireland

Tel: +353 1 906 6390

US

480 Potrero Ave, San Francisco, CA94110

Tel: +1 415 639 4844