Customer service area

• Customer service tab to display on your existing website
• Customer service area integrated with your website
• Google Analytics capability to track visitors

Satisfaction surveys

• Unlimited number of survey designs
• Fast and simple for customers, typically less than 30 seconds to respond
• Customer friendly — up to 8 scored questions and 1 text question only
• Copy and paste links into your emails

And more…

• Email notifications: Real-time, daily summary or weekly summary
• Everyone can add comments to feedback to help communication and resolution
• Tag feedback and actions to categories
• Root cause analysis
• Analysis and reporting

Customer feedback

• Unlimited customer feedback
• Unlimited users who may view feedback
• Option to display customer feedback publicly or just use it internally
• Operators may post responses to customer feedback when it’s displayed publicly
• Clear indicators of feedback, actions and complaints outstanding
• Feedback can be masked if spam or otherwise inappropriate
• Customers may submit private feedback even if feedback is displayed publicly
• Our Trustworthy feedback rules build customer confidence
• Feedback has a red icon until actioned — helps you respond to every customer
• Create actions from feedback which requires follow-up
• Traceabiltiy from feedback to resolution allows you to close the loop and notify customers that their feedback has been actioned

Support by email

How does the free trial work?

Setting up your preferences is fast and easy and then you can use the service free for the trial period. We don’t ask for card details until you decide to sign up. You can use or just explore the customer service pages that we host for you, send out customer satisfaction surveys, see the results, work with the analysis tools and try out all the facilities that let you share customer feedback with everyone in your company. We’ll contact you a couple of times with hints and tips and to remind you when your trial’s nearly over but we won’t pester you.

Am I locked into a long contract?

No. You pay only for as long as you want to use the service and you may cancel your subscription at any time. If you cancel you can use the service until the end of your monthly billing period and your commitment ends at that point.

What forms of payment can I use?

Payment is by monthly subscription and we accept Visa and Mastercard. Card details are not required for the free trial.

How many users are included?

We’ve designed the plans to be useful for most businesses without adding any additional users. There’s no limit on the number of people who can view and comment on customer feedback and we think that’s the most important way to improve customer service. If you’d like to add additional operators to work on actions and administration that’s easy and you only pay for the number you want.

Accessibility

We’ve done our best to design and build the service so that people who have physical or cognitive difficulties can use conventional assistive tools. If you experience any problems please contact us.

Who is it for?

CustomerSure is for small and medium sized organizations, or for teams and workgroups in larger companies who are serious about customer service. It’s for people who want to be known for great service and who understand that it’s the key to repeat business, customer recommendations and business growth. If you want tools to help, and visible evidence that you’re committed to customer service, then CustomerSure could be right for you.

Can I get my data out?

Yes. You own your data and you can make copies at any time while you have a valid account. After your account is closed we will keep it for a short period in case you change your mind, but then we will delete it in line with our privacy policy.

Security

We attach great importance to security and we have taken care to choose premium suppliers for hosting, processing, data storage and billing. Connection to the CustomerSure system is protected by a GlobalSign SSL certificate using a minimum of 128-bit encryption. Software and data is hosted for us by EngineYard, a reputable U.S. hosting provider. Our billing is done by Recurly who are certified at Level 1 (the most stringent category) of the Payment Card Industry Data Security Standard (PCI DSS). Card transactions are processed through the PayPal e-commerce payment gateway.

Are there any technical requirements?

You just need a web browser and an Internet connection. We support Internet Explorer (Version 7 or later), Firefox, Chrome and Safari but all modern browsers should work too. All our software is web-based which brings significant advantages. You and your customers can use it via the Internet anywhere and on any device. There’s nothing to download or install, and we take care of the hosting and data storage so you don’t need any IT infrastructure or know-how.

Something else on your mind?

Please give us a call on (415) 800-3497. You can also get in touch on our customer service pages.