Solutions 2018-04-13T11:56:51+00:00

Chains | Franchises | Groups

Chains | Franchises | Groups

Improve customer experience by capturing location-based feedback & connecting outlets to local consumers via their favourite messaging apps while bringing all your data & insights together in one dashboard.

Improve customer experience by capturing location-based feedback & connecting outlets to local consumers via their favourite messaging apps while bringing all your data & insights together in one dashboard.

Innovative Voice of Customer Solutions

Innovative Voice of Customer Solutions

PROBLEM

PROBLEM

CAPTURING CUSTOMER FEEDBACK IN PHYSICAL LOCATIONS IS DIFFICULT

CAPTURING CUSTOMER FEEDBACK IN PHYSICAL LOCATIONS IS DIFFICULT

Capturing feedback in physical locations is hard, but timely and accurate customer feedback is critical to running a successful Customer Experience Management (CEM) Programme.

It is ironic then that the user experience of most customer feedback surveys in physical locations is really poor. Clunky engagement options and long boring surveys are key reasons why engagement rates are so low.

Capturing feedback in physical locations is hard, but timely and accurate customer feedback is critical to running a successful Customer Experience Management (CEM) Programme.

It is ironic then that the user experience of most customer feedback surveys in physical locations is really poor. Clunky engagement options and long boring surveys are key reasons why engagement rates are so low.

Benefits Messaging Customer Service - Contact from hard copy and digital ads
Benefits Messaging Customer Service - Contact from hard copy and digital ads
Benefits Messaging Customer Service - Contact from hard copy and digital ads

SOLUTION

SOLUTION

ENGAGE CUSTOMERS THE SAME WAY THEY ENGAGE WITH FRIENDS

ENGAGE CUSTOMERS THE SAME WAY THEY ENGAGE WITH FRIENDS

We decided to take a fresh look at the entire user experience of gathering customer feedback from both the business and consumer perspectives. We have determined that the most effective way to increase survey engagement in physical locations is to deliver short interactive surveys via messaging apps like Facebook Messenger.

We decided to take a fresh look at the entire user experience of gathering customer feedback from both the business and consumer perspectives. We have determined that the most effective way to increase survey engagement in physical locations is to deliver short interactive surveys via messaging apps like Facebook Messenger.

The main reasons are
1. Consumers already have messaging apps on their phones and love using them
2. The likes of Facebook Messenger have built-in engagement tools such as Messenger Codes
3. Messaging apps facilitate easy follow-ups without requiring the customer to provide any contact details

Why? Because consumers already have Facebook Messenger etc. on their phones and these apps have built-in engagement tools that work really well in physical locations. They also facilitate easy follow-ups without requiring the customer to provide any contact details.

Check out the user experience of a typical survey conducted via Facebook Messenger!

Multi-Location Customer Messaging

Helping You Close the Feedback Loop

PROBLEM

PROBLEM

CONSUMERS DON’T WANT TO CALL YOUR LOCATIONS

CONSUMERS DON’T WANT TO CALL YOUR LOCATIONS

Every business provides a phone number for their retail, service or restaurant locations. But consumers now prefer to communicate via messaging. Requiring consumers to return to a location or pick up a phone to access customer service will not impress millennials.

How impactful would it be to interact with local staff via messaging and then meet the same staff in-store? How special might a customer feel if a local store manager responded to her feedback? That’s the kind of experience customers tell their friends about.

Every business provides a phone number for their retail, service or restaurant locations. But consumers now prefer to communicate via messaging. Requiring consumers to return to a location or pick up a phone to access customer service will not impress millennials.

How impactful would it be to interact with local staff via messaging and then meet the same staff in-store? How special might a customer feel if a local store manager responded to her feedback? That’s the kind of experience customers tell their friends about.

Benefits Messaging Customer Service - Contact from hard copy and digital ads

SOLUTION

SOLUTION

CLOSE THE FEEDBACK LOOP OR ANSWER QUERIES VIA MESSAGING

CLOSE THE FEEDBACK LOOP OR ANSWER QUERIES VIA MESSAGING

ServiceDock enables consumers to message individual locations using their favourite apps or our own web messenger to maximise engagement. You can close the feedback loop from head office or empower store managers/franchisees to respond to queries and build rapport with local customers.

Asynchronous messaging means location managers can respond during quieter periods (e.g. while consumers are at work), yet not be intrusive the way a phone call might be for a customer. With ServiceDock your locations can match the level of digital customer service that consumers have come to expect online.

ServiceDock enables consumers to message individual locations using their favourite apps or our own web messenger to maximise engagement. You can close the feedback loop from head office or empower store managers/franchisees to respond to queries and build rapport with local customers.

Asynchronous messaging means location managers can respond during quieter periods (e.g. while consumers are at work), yet not be intrusive the way a phone call might be for a customer. With ServiceDock your locations can match the level of digital customer service that consumers have come to expect online.

Real-Time Customer Insights

Real-Time Customer Insights

PROBLEM

PROBLEM

EXTRACTING ACTIONABLE INSIGHTS FROM CUSTOMER DATA IS CHALLENGING

EXTRACTING ACTIONABLE INSIGHTS FROM CUSTOMER DATA IS CHALLENGING

Multi-location businesses have very specific requirements in terms of managing and reporting on customer experience. Multiple stakeholders such as CX managers, regional managers and outlet managers all require different reports. In many cases, businesses are exporting data from their CEM solution to generate the reports they need.

Making sense of free-form feedback and extracting actionable insights from customer service interactions has also been a challenge.

Multi-location businesses have very specific requirements in terms of managing and reporting on customer experience. Multiple stakeholders such as CX managers, regional managers and outlet managers all require different reports. In many cases, businesses are exporting data from their CEM solution to generate the reports they need.

Making sense of free-form feedback and extracting actionable insights from customer service interactions has also been a challenge.

Benefits Messaging Customer Service - Contact from hard copy and digital ads
Benefits Messaging Customer Service - Contact from hard copy and digital ads

SOLUTION

SOLUTION

OUR DASHBOARD SURFACES INSIGHTS AT BOTH GROUP AND OUTLET LEVEL

OUR DASHBOARD SURFACES INSIGHTS AT BOTH GROUP AND OUTLET LEVEL

Unlike many customer experience management solutions, we are focused entirely on addressing the needs of multi-location businesses and our analytics dashboard reflects that. For example, we facilitate the benchmarking of locations against each other, as well as enabling an individual location manager to compare her store to the group benchmark.

Maintaining our focus on user experience, our dashboard is intuitive enough for someone to start using it with little or no training while it also allows you to change questions when you want to and at no extra cost.

Our enterprise-grade A.I. is powered by Microsoft Cognitive Services so you can identify clear customer insights from free-form feedback and customer service interactions.

ServiceDock is a customer-focused business, so if we don’t have it and you want it, we’re more than happy to consider feature suggestions.

Unlike many customer experience management solutions, we are focused entirely on addressing the needs of multi-location businesses and our analytics dashboard reflects that. For example, we facilitate the benchmarking of locations against each other, as well as enabling an individual location manager to compare her store to the group benchmark.

Our enterprise-grade A.I. is powered by Microsoft Cognitive Services so you can identify clear customer insights from free-form feedback and customer service interactions.

ServiceDock is a customer-focused business, so if we don’t have it and you want it, we’re more than happy to consider feature suggestions.

What our customers are saying

What our customers are saying

What our customers are saying

“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)

“ServiceDock has provided me with a way to get a better understanding of what customers think of my stores. The response rate has been tremendous and I particularly like how easy it is to follow up with customers so I can address any issues that arise.”

David McNally, Managing Director, McNally’s Pharmacy 365

“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’s Restaurants (Eddie Rocket’s)

“ServiceDock has provided me with a way to get a better understanding of what customers think of my stores. The response rate has been tremendous and I particularly like how easy it is to follow up with customers so I can address any issues that arise.”

David McNally, Managing Director, McNally’s Pharmacy 365

EU

DIT Grangegorman, Dublin, Ireland

Tel: +353 1 906 6390

US

480 Potrero Ave, San Francisco, CA94110

Tel: +1 415 639 4844