Every touchpoint matters.
Your customer's experience is the sum total of all their interactions with your company. So sometimes they'll want to tell how they feel about things like billing, field engineers, your sub-contractors or your complaints team.
With CustomerSure you can get actionable insights about every area. And our analysis and reporting tools help you slice, dice, chart, trend, filter and compare the data. Which means you'll always be making informed decisions.
Become famous for great service.
It's not hard and it's not costly to drive up service and reputation. Customers love to give feedback, because they want their lives to be easier. They just hate the way feedback's traditionally been handled.
Our customer feedback software lets customer tell you exactly what's needed to win (and keep) keep their business.
But far more important than knowing what to do is actually doing it. So our software is just as strong in follow-up and analysis features.
Convert more sales.
What could be a more powerful lesson than showing your sales people why some people bought, and why others didn't - in their own words?
Of course there’s more to it. You need compliance training, brand values and bucket loads of resilience. But when it comes to closing the sale, those customer comments are nuggets of gold.
Breaking up is hard to do?
Stamp out customer attrition with unbeatable service. Lower prices might turn a few heads but many will stay rather than switch and risk a bad experience.
Customer feedback helps you find and fix problems so you can drive up retention.
Improve your handling of incidents & emergencies.
You can't prevent them. But straight afterwards it's a brilliant time to collect feedback from customers who were affected or worried. You'll hear what you got right, discover a few heroes, pinpoint the problems and probably get a few surprises too.
“Thank you for responding quickly and keeping us informed about the repairs.”
“How can I find out about priority services?”
“The advice in social media didn’t match the leaflets.”
“Donna was brilliant - knowledgeable, friendly and helpful.”
Next time round (hopefully not too soon) it’ll all run like a well oiled machine.
Make your regulator smile.
OK, it's a bold claim. But it strengthens your hand when your customers are rooting for you.
Free up your best agents.
Your most experienced people are spread thinly. After all, they're the people you need to help with every new initiative in the business.
One burden you can lift is quality assessment. Your customers are much better placed to do that. Your good people will still be needed to share experience and coach, but this way your best players spend more time performing on the pitch than talking tactics on the bench.
Integrate with your existing IT.
Better data, less work. That's the advantage of integrating so you can ask for feedback at just the right time, and manage it in just the right place.
CustomerSure integrates with most CRM and Helpdesk systems, including Salesforce, Dynamics, Zendesk and lots more.
Starting with feedback or upgrading?
If you're new to customer satisfaction surveys it can feel daunting. Where do I start? What's the best methodology? What questions should I ask? How do I get good response rates?. And copying other companies isn't safe - we tear our hair out at some of the practices.
When our customers tell us that they prize our expertise and how simple our software makes everything, we're not complacent but we definitely feel we’re on to something.
Would you like to know the techniques we use to help service teams get great at customer feedback?
NPS, CSAT, CES or…?
We offer any one, or all of them. But you see, making the right choice is not the difference between success and failure.
As with any tool, it's how you use it that matters.
We're fully licensed NPS vendors, and we support other methods too. Our edge is that we help you see the whole process through your customers' eyes. And, not surprisingly, you get the best response rates and the highest quality data when you design the whole thing around them.
Choose a vendor who understands and cares.
Before we set up CustomerSure we walked in your footsteps. We know your work is relentless, you've got company initiatives by the ton, you're trying to do a great job for customers but there are too many plates to keep spinning.
We can't take away all the problems, but we can take away one. We'll give you a thumping good customer feedback system that'll make your customers happy, your team motivated, and your boss look good.
We want a world where feedback's done better. It's why we publish expert guides, our soup-to-nuts ebook, and it's why we don't charge a penny until you're up and running with a strategy and system in which you're 100% confident.
And on the delicate subject of pricing - can you really expect good advice on customer experience from a company which forces you through a sales pitch just to get a ball-park quote? We think not.
So if you want a simple, no-nonsense approach to feedback, that your customers embrace, simple to roll out and use, and gives you a big bang for your buck, please talk to us.
We don't do hard sell, we just like to help.
There's no obligation to buy, but if you do we won't rest until you're celebrating the benefits.