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Using your insight to reduce churn and increase revenue
By understanding your customer's comments immediately you have the chance to respond to them, immediately. If a positive comment is received then your customer can be thanked and sent a relevant up sell message, if their comments are negative then the situation can be put right before your customer becomes a detractor or ‘goes social.’
Auto-AcknowledgementsLetting people know they have been heard with auto-replies through whichever channel they have communicated to you in. By communicating back instantly lets your customer know they are being taken seriously. |
According to Bain & Co a customer’s re-purchase probability changes from 32% to 89% when a problem is acknowledged and rectified. |
Alerting
In some situations it is important to alert the right parts of your business when feedback occurs. It is at these moments when you can reduce churn and increase revenue.
Dealing with the negatives: Alert the relevant parts of your business when a customer isn’t happy and prevent them from detracting.
Dealing with the positives: Target the people who are happy with timely and relevant offers.
Letting your customers know they matter
We not only have the technology to help you capture feedback through multi-channels we also let you respond to the customer in the same way.
