Solutions 2018-01-06T00:35:02+00:00

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!

Helping You Close the Feedback Loop

Helping You Close the Feedback Loop

PROBLEM

PROBLEM

RESPONDING TO CUSTOMER FEEDBACK IS INEFFICIENT

RESPONDING TO CUSTOMER FEEDBACK IS INEFFICIENT

Assuming you are being successful at capturing feedback, it can quickly become challenging to respond to customers. But this is the opportunity to create a “wow moment” for customers that will increase their loyalty to your business, particularly where they have had a negative experience.

How impactful would it be to respond quickly at a local level? How special might a customer feel to have a local store manager respond before she has even left the premises? That is the kind of experience customers tell their friends about.

Assuming you are being successful at capturing feedback, it can quickly become challenging to respond to customers. But this is the opportunity to create a “wow moment” for customers that will increase their loyalty to your business, particularly where they have had a negative experience.

How impactful would it be to respond quickly at a local level? How special might a customer feel to have a local store manager respond before she has even left the premises? That is 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 USING OUR MESSAGING INTERFACE

CLOSE THE FEEDBACK LOOP USING OUR MESSAGING INTERFACE

ServiceDock’s messaging interface makes responding to customer feedback quick and easy to manage. You can respond centrally or break the task down into bite-sized chunks by empowering store managers/franchisees to respond to their location’s feedback.

Asynchronous messaging is the ideal medium for this job because location managers can respond during the quieter parts of their day (e.g. while consumers are at work) yet it is not intrusive in the way a phone call might be for a customer. A live two-way conversation is also possible if both parties are engaged.

ServiceDock’s messaging interface makes responding to customer feedback quick and easy to manage. You can respond centrally or break the task down into bite-sized chunks by empowering store managers/franchisees to respond to their location’s feedback.

Asynchronous messaging is the ideal medium for this job because location managers can respond during the quieter parts of their day (e.g. while consumers are at work) yet it is not intrusive in the way a phone call might be for a customer. A live two-way conversation is also possible if both parties are engaged.

Real-Time Customer Insights

Real-Time Customer Insights

PROBLEM

PROBLEM

EXTRACTING ACTIONABLE INSIGHTS FROM FEEDBACK IS CHALLENGING

EXTRACTING ACTIONABLE INSIGHTS FROM FEEDBACK 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 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 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.

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.

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

“ChainSuite 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

“ChainSuite 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

Resources

EU

DIT Grangegorman, Dublin, Ireland

Tel: +353 1 906 6390

US

480 Potrero Ave, San Francisco, CA94110

Tel: +1 415 639 4844