Mobile feedback and email feedback can be customer driven, company driven or driven by a transaction in your organisation. Feedback via a customer’s mobile phone can be received via SMS surveys, USSD surveys (in countries where GSM networks are used) or via a mobi web surveys.
These surveys are “opt in” customer experience feedback sessions initiated by a customer. Customers are made aware that they can dial a USSD number, send a rating via SMS or navigate to a mobi web survey in order to provide feedback.
As soon as a customer provides feedback on their experience, the Eyerys analytics engine analyses the feedback. Negative results are immediately escalated to the relevant person in your business, workflows are triggered to make sure service recovery is achieved and customer concerns are addressed before they have a negative impact on your brand, customer retention or bottom line.
By targeting specific customer groups and distributing mobi surveys via an SMS invitation or email survey, valuable customer feedback can be gathered in a short period of time. Over 90% of mobi surveys and email surveys are responded to within the 48 hours of distribution – making this one of the most effective ways to listen to the voice of the customer. SMS distributions can contain a link to a short mobi survey, request a response to the SMS with a rating and comment, or request the customer to dial a USSD number to rate the service. Email surveys contain a link requesting customers to click on an option or request an email response to a specific list of survey questions.
Business rules can be applied to trigger a specific survey to be distributed when certain transactions within your organisation occur (e.g. transactions in a call centre, granting of a loan, account upgrade, new customer sign on, etc.). As soon as a customer is linked to this type of transaction the event triggers an SMS or email distributed request for customer feedback. By focusing feedback on specific transactions and linking this feedback to additional information in your customer experience management systems, you are quickly able to build meaningful business intelligence from your customer feedback.