Feedback, the solution for operational staff

At SatisFactory, we are proud to announce the release of our new Feedback customer satisfaction management platform. It has been totally redesigned to adapt to the evolution of the customer experience and generate operational levers.

At the cutting edge of multi-channel

Feedback has been designed to respond to market changes. First and foremost, we need to be able to respond to the demands of multi-channel strategies. The channels of interaction between brands and consumers are multiplying at breakneck speed: telephone, e-mail, SMS, voice server, RS, instant messaging, chat, chatbot, and so on. It's vital that these channels can also be used for feedback management, enabling companies to capture the voice of the customer.

Feedback also takes into account the two dimensions of satisfaction gathering. On the one hand, companies solicit customers via the channels available to them. On the other, consumers express themselves spontaneously via external channels (Google, review platforms, TripAdvisor, etc.). These two methods of expression are therefore integrated into the platform.

Intelligence at the service of operational staff

Artificial intelligence is increasingly being integrated into tools. Care must be taken, however, to ensure that this intelligence does not slow users down and take up too much of their time. Users need to be able to use the tool without having to make any effort to carry out the analysis. Data science is all very well, but only if it makes everyday life easier. This is a prerequisite that is all the more essential when the main users are operational: store managers, car garage managers, restaurant managers, hotel managers, bank branch managers, and so on.

With Feedback, we give them direct visibility of the results, so they can concentrate on prioritizing their actions.

A vision based on the customer journey

One of Feedback 's key features is customer satisfaction as seen through the customer journey. Previously, dashboards were obtained from the various questions asked and items addressed. Now, the platform allows you to visualize the level of satisfaction at each stage of the customer journey.

How can we do this? By defining in advance the key stages you wish to study in relation to your strategy. Anything is possible, and you can choose as many stages as you like. From now on, this customer journey will be the basis for connecting all sources of information (multi-channel surveys, opinion platforms, social networks, semantic analysis, etc.).

Practical, operational use

At SatisFactory, we make a point of valuing semantic analysis. This is what gives us a concrete vision of customer satisfaction. That's why Feedback offers simple, enterprise-wide reporting. Always with a view to operational use, the platform has been designed in responsive design, so that users can directly consult dashboards in real time from their mobile.

In designing Feedback, SatisFactory's vocation is to provide operational staff with clear, rapid visibility of customer satisfaction, enabling them to activate the right levers and gain in agility.

Would you like to find out more and get a demo? Contact us now!