- Support
The SatisFactory Team
SatisFactory is a French company founded in 2009 with a mission to evolve the way customer satisfaction is measured to keep pace with changing consumer behavior: customers are becoming more demanding, quick to switch providers, and increasingly influenced by social media.
Customized business support
Your Customer Success Manager (CSM) will support you throughout the entire lifecycle of your program. Combining industry expertise with project management skills, your CSM will advise you and train your teams (through online or on-site training).
Your Account Manager is your primary point of contact; they are familiar with your project and can advise you on your operational needs.
Essential during the setup of your system (the “build” phase), your CSM continues to support you during the “run” phase, with a level of support tailored to your needs.
Implementation and monitoring of the program
Role of the CSM
Your CSM’s role is to assist you in setting up your feedback management system: managing your contact flows, administering your surveys, configuring the platform, training your users, and more…
Rituals and Project Management
You’ll also benefit from regular meetings (monthly, quarterly, and/or semi-annual) to review your progress toward achieving your goals. These meetings also provide an opportunity to review your campaign performance and overall performance metrics.
We work with you to develop strategies that incorporate your new internal goals:
- Expansion of customer journey monitoring
- creation of new surveys
- implementation of new KPIs
- addition of key features…
Dedicated technical support
All Feedback users have access to our technical support.
We are committed to meeting the service levels listed below.
Our goal is to provide you with a secure, reliable, and accessible solution. We are fully transparent about our platform’s availability, which we display online via our uptime metrics.
Learn more
Online training materials
To help you become as self-sufficient as possible, all documentation related to using our Feedback platform is available online in French and English. You also have access to a wide range of e-learning modules.
User Clubs and Customer Demos
It is essential for us to keep you informed about the latest updates to the platform and to help you get the most out of it.
A user club is held every month to discuss topics that matter most to you, such as platform administration and understanding key features…
Webinars
Every month, we explore a specific industry topic to help you stay up to date on the latest trends and best practices in the field of customer satisfaction.
Are you interested in the SatisFactory solution?
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