To take customer service to the next level, Tracebuzz and Feeddex are introducing a unique collaboration by seamlessly integrating two software systems. By combining business specialties, you get the best possible end result: a user-friendly system, customer enthusiasm and increased customer loyalty.
How does it work?
The way we communicate is changing dramatically. Social media channels, WhatsApp and other forms of digital communication have become an integral part of our daily lives. Consumers also prefer to ask a question briefly and concisely via messaging. They expect to receive an answer quickly and to immediately express their dissatisfaction or satisfaction with the solution provided. Tracebuzz is the specialist in social media engagement, messaging and chat. With Tracebuzz, your company is not only accessible through different digital channels but you can manage and handle incoming calls all in one online environment.
One of the biggest challenges of customer service managers today is to fully integrate all kinds of different communication channels within the contact center. A unique collaboration between Tracebuzz and Feeddex has created an integrated solution that benefits businesses and customers.
Once a call is completed and closed, a customer feedback request is automatically and immediately sent through the same channel that the customer was in contact with. This works better than waiting days or weeks to do so, as many companies do. By soliciting feedback as soon as possible after the relevant touch points of a customer journey, the contact is still fresh in the customer's mind and the customer's willingness to provide feedback is greater.
Of course, it makes no sense to send customers a feedback request after the simplest of touch points. You only have to have contact with a company and you get another survey in your mailbox or a feedback request on your screen. 'Very irritating if you receive such a request too often,' knows Robert van Loon, Client Service Director at Feeddex. 'That's why we made the link so that it validates that a conversation actually took place and a customer didn't leave a message unilaterally,' says Robert. 'In addition, we perform a check that the customer has not already been contacted recently for a survey so as not to send messages too often.'
End result: better customer service, more customer happiness leading to higher customer loyalty.
One of the biggest challenges of customer service managers today is to fully integrate all kinds of different communication channels within the contact center. A unique collaboration between Tracebuzz and Feeddex has created an integrated solution that benefits businesses and customers.
Once a call is completed and closed, a customer feedback request is automatically and immediately sent through the same channel that the customer was in contact with. This works better than waiting days or weeks to do so, as many companies do. By soliciting feedback as soon as possible after the relevant touch points of a customer journey, the contact is still fresh in the customer's mind and the customer's willingness to provide feedback is greater.
Of course, it makes no sense to send customers a feedback request after the simplest of touch points. You only have to have contact with a company and you get another survey in your mailbox or a feedback request on your screen. 'Very irritating if you receive such a request too often,' knows Robert van Loon, Client Service Director at Feeddex. 'That's why we made the link so that it validates that a conversation actually took place and a customer didn't leave a message unilaterally,' says Robert. 'In addition, we perform a check that the customer has not already been contacted recently for a survey so as not to send messages too often.'
End result: better customer service, more customer happiness leading to higher customer loyalty.
What can this linkage do for my organization?
With the help of this link, you get more out of your existing software applications and lift your customer satisfaction to an even higher level: to customer enthusiasm. The enthusiastic customer strongly believes in the company, comes back more often and recommends it.
Interested in the possibilities for your organization? Contact Feeddex at service@feeddex.com or call/email Robert van Loon at 06 42 61 70 33.
About Tracebuzz
The way organizations communicate with their customers is changing dramatically. Where years ago physical visits and phone calls were the only options, customers can now approach companies online in countless ways. Tracebuzz has been active in new channels since 2009 and during that time has seen a shift from traditional customer contact channels such as telephone and email to channels such as Twitter, Facebook and WhatsApp. These channels allow consumers to communicate quickly, briefly and concisely. Due to their user-friendliness and reach, adoption of these "messaging" channels is very high. Consumers prefer to ask a question briefly and concisely via messaging, and expect to receive a response quickly. Tracebuzz has the strong focus on customer conversation, making it the customer contact solution for social media and messaging.
About Feeddex
Feeddex has specialized in customer feedback for over 20 years and has a state-of-the-art application for effectively collecting customer feedback with real-time reports. Reports that trigger immediate action, provide insight into priorities for improvement. Feeddex offers much more than a tool. We unburden ourselves in implementation, advise our clients in working with feedback for optimal use of results and offer advice and tools for optimizing customer contact. All for higher customer satisfaction and online reputation.