Category: Features

Unhappy Customers? Get Immediately Notified With e-satisfaction.com Alerts!

Unhappy customers… They happen even to the best of us. And there is one thing that can turn someone from unhappy with your brand or service to a detractor: ignoring their feedback! 

Unhappy customers… They happen even to the best of us. And there is one thing that can turn someone from unhappy with your brand or service to a detractor: ignoring their feedback! 

Plus, not acting on the information provided by a disgruntled customer can be an even more insidious outcome than losing him/her: 62% of customers say they share their bad experiences with others (source: Salesforce). 

If only there was a way to be notified as soon as a customer testifies of a negative experience on a questionnaire… Well, we’re happy to introduce to you the e-satisfaction.com Automated Alerts feature!

How does the Automated Alerts feature work?

Automated Alerts is a fully customizable feature that can be accessed directly from the dashboard of your e-satisfaction.com account. 

It allows users to set up alerts in order to be notified as soon as specific events occur. These events can allude to different stages of the buyer’s journey, thus helping you see the bigger picture, and may include:

  • Unhappy Store Pickup / Home Delivery / Checkout
  • Comments about Store Pickup / Home Delivery / Checkout

By activating the “Receive Alerts” option next to each of the Events you want to be notified about and adding the e-mail addresses that will be receiving the notification emails, you’re set and good to go!

From now on, your assigned stakeholders (e.g. customer service team, management) will receive the automated e-mail notifications, as showcased below, which include the customer’s id, detailed questionnaire answers, score and comments.

This concentrated information gives them the opportunity to pinpoint the source of dissatisfaction and promptly reach out to the customer and take the necessary recovery actions.

 

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    What makes Automated Alerts such a noteworthy feature?

    e-satisfaction.com Automated Alerts are designed and implemented to offer a range of benefits for customer service teams and costumers alike. More specifically:

    • Automated Alerts can be used as an effective operational tool. The Alerts real-time dashboard is designed to be easily accessed and used without any technical knowledge required or a complex configuring process. It’s simple to organize and be filtered-through so users can concentrate on specific events/touchpoints that interest them. Plus, you can assign different statuses on alerts and keep notes on them in order to better keep track of which cases are resolved and which need further attention and actions.
    • Automated Alerts help you organize and streamline your customer service processes. Each alert contains, in one place, all the information necessary to accommodate your service team members. Simply put, alerts can help you form a better understanding of your audience and solve one of the most severe pain points of unhappy customers: having to repeat themselves to multiple support representatives!
    • Automated Alerts can be used alongside the other customer feedback and engagement features and tools offered by e-satisfaction.com to create a seamless customer experience that results in happier customers, enhanced loyalty and significantly higher retention.

    So, stop thinking of unhappy customers as the “necessary evil” of online retail. Instead, think of them instead as people who deserve your attention and swift action. You’ll be surprised when you see the transformative power and proven results of a customer-centric approach that can start from something as simple as an e-mail notification.

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    How to Generate Google Reviews with e-satisfaction.com

    Reviews! Online reviews of brands/e-shops or products are a powerful form of social proof, one that allows buyers to have their voices heard and influence the decisions of peers and strangers alike.

    We live in the age of Customer Reviews! Online reviews of brands/e-shops or products are a powerful form of social proof, one that allows buyers to have their voices heard and influence the decisions of peers and strangers alike. 

    With transparency becoming more and more relevant for consumers as they tend to research more businesses before purchasing products or services, brands and online retailers turn to their happy customers, asking them to share their positive feedback on business review websites, like Google My Business.

    Also, one of the most significant benefits of customer reviews, apart from their no-cost online advertising nature, is their multiplying nature: reviews generate more reviews. Plus, Google Reviews are a good way to boost organic SEO. Positive Google Reviews build trust and they can direct new customers to your e-shop. As your traffic grows via these reviews, Google recognizes your business as an authority on your industry and it rewards you with a higher ranking on the search results pages. 

    Now, the question remains… How can you generate Google Reviews?

     

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      How can you activate an e-satisfaction.com Google Review Campaign?

      Your e-satisfaction.com account features a number of Marketing Campaigns, which are automated actions that are activated by a simple transaction/interaction between you and your customer. 

      A Google Reviews campaign is activated and automatically executed through the following steps: 

      1. A customer completes a pop-up, branded questionnaire evaluating their experience with your business. 

      2. Based on their answers and score, they are automatically segmented as happy or unhappy.

      3. The Google Review campaign is now activated, targeting only your happy customers: They receive a branded and fully customizable invitation to click a button, get redirected to google and share their positive experiences in the form of a Google Review!

      Example of a branded invitation that asks happy customers to submit their Google Review. Text translation: “Your opinion is valuable! Click here to leave a review of our store on Google”

      What are the expected results of a Google Reviews Campaign?

      Google Reviews Campaigns by e-satisfaction.com are designed to be easy to implement and effective. 

      On the one hand, platform users can set up and activate a campaign without needing any coding skills. They can effectively close the loop via an automated process and track any campaign and campaign-related metrics (e.g. click rates) on the dedicated dashboard.

      Customers, on the other hand, can effortlessly submit their Google Reviews, as the invitation they receive leads them directly to the designated review page. 

      This straightforward approach has been proven to work: e-satisfaction.com Google Review Campaigns have a 20% average review rate and impressive image click rates that can reach as high as 75% (Avramis Optics Google Reviews Campaign).

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      How to turn feedback to engagement with our PrestaShop Module

      More than 300.000 merchants trust PrestaShop, the open-source e-commerce solution with all the features you need to create an online store and grow your business. And now, e-satisfaction.com is an official PrestaShop Partner!

      More than 300.000 merchants trust PrestaShop, the open-source e-commerce solution with all the features you need to create an online store and grow your business.

      One of the most impressive features in this innovative platform is the Addons Marketplace, which offers a wide range of templates and modules that help you increase your online store’s potential.

      And now, e-satisfaction.com is an official PrestaShop Partner, which means that you can find and download our free “Turn Feedback into Engagement” module, which helps you do exactly what its name promises!

      Who is this module for? 

      This module was specifically designed and implemented for e-shops that want to collect feedback and engage their customers via a selection of easy-to-use, highly effective features.

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        Why is customer feedback important?

        Because one thing that customers love for sure is to feel that their voices are heard! 

        Simply put, when a brand ignores what its audience has to say, it misses out on the chance to use the power of feedback and engage its customers, thus creating a mutually advantageous relationship.

        Download the e-satisfaction.com PrestaShop module for FREE

        How can I collect and analyze customer feedback with the e-satisfaction.com PrestaShop module?

        It’s a lot easier than you think! 

        With the e-satisfaction.com module, you can get feedback for all stages of the customer journey, without wondering what to ask, how and when.

        As soon as you register and install the module, you have the following feedback features at your disposal:

        • Four questionnaire display formats, all mobile responsive, enabling you to collect feedback in the most effective way
        • Omnichannel Retail questionnaire templates are ready to cover all stages of the consumer journey: Browsing the website, checkout, home delivery, store pickup, return and using the products. 
        • Automated segmentation of responders, based on what they respond, who they are and what their transaction was about.
        • Integration of feedback in the sales page and “Satisfaction history” of each customer in your panel
        • Custom anonymizer option to facilitate GDPR compliance
        • Real-time dashboard to view collected feedback and export comments and scores

         

        How can I engage my customers using the e-satisfaction.com PrestaShop module?

        Engaged customers are now a prerequisite for retention and loyalty. However, customer engagement, being a rather elusive aspect of the overall customer experience, may seem hard to be put from theory to practice.

        We wanted to make engagement easier, so the e-satisfaction.com module offers you several features that allow you to reach out to your customers in the ways that matter most. Some of those are:

        • Refer a friend tool that can be triggered only to satisfied customers
        • Call back request functionality with the ability to agree on custom terms
        • Review on Google Places / Facebook or any other service call to action
        • Alerts allow you to act on unhappy customers and recover them

        Discover our all-in-one customer feedback and engagement PrestaShop Module

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          e-satisfaction.com faces the challenge of omnichannel experience

          Omnichannel is about continuity of the experience you provide to your customers. Our mission in e-satisfaction.com is to make business customer centric, so we could not stand still and not work to provide a solution to consistently track customer experience across channels and make it a part of an interactive marketing engine.

          Omnichannel is about continuity of the experience you provide to your customers. Tracking and measuring this experience is a hard thing to do.  Multiple channels and multiple moments of truth that consumers experience when dealing with us makes it hard to implement and complex to manage.

          Our mission in e-satisfaction.com is to make business customer centric, so we could not stand still and not work to provide a solution to consistently track customer experience across channels and more than that, make it a part of an interactive marketing engine that starts with customer feedback and reaches to personalized marketing, looking each experience of each customer at a time.

          By using omnichannel characteristics of e-satisfaction.com businesses can constantly monitor in-store customer experience, based on feedback provided by customers, right after they completed their shopping experience, i.e. 10 minutes after leaving the store. With e-satisfaction.com for offline stores feedback is continuous (after every purchase), credible (collected only by customers, not visitors) and actionable (through triggering humanized marketing automations like refer a friend or review on Google places). This is the first time an authentic retail solution has the potential to provide ongoing customer feedback, combined with mechanisms of customer recovery and customer retention focusing always on customer’s experience.

          How it works

          Once a customer has completed an offline transaction (i.e. buy at store, or phone order), an e-mail, SMS or Viber message is sent asking for feedback about this specific experience. Customer clicks a one-time link made just for this purchase and is led to an easy to fill, short questionnaire that is filled only with taps and clicks in less than 30’’. Once the customer finishes and submits the questionnaire, automated algorithms are triggered to “understand” this feedback, and activates a personalized marketing automation, based on the sentiment of the response (i.e. If the customer is a referrer, he is asked to leave a review in Google Places). This way, the feedback loop is automatically closing, without you having to leave your office (at least not for happy customers), to take action on customer feedback!

          omnichannel approach

          An omnichannel experience is by itself a Unique Selling Point for every Business as it has the following advantages:

          • Provide a personalized and consistent customer experience
          • Provide a more accessible, dynamic and continuous customer journey
          • Brands become available to their customers at anytime and anywhere
          • Consumers can easily decide in what degree the overall experience matched their expectations

          Conclusion

          While measuring an omnichannel customer experience many different data sources are brought together. Think of it like a jigsaw puzzle. You will have the opportunity to evaluate the customer experience your Business provides in every channel you interact with them in a consistent and complementary manner. Brands who can best interpret omnichannel data and understand all customers, are the winners in today’s competitive market.

          Omnichannel is not the future, it is now! Every business needs to ask themselves whether they will invest in fixing the past or in building a strong competitive advantage now and for the future having always as a reference the value of each customer.

          Want to know more about the omnichannel experience?

          Read the following interesting articles:

          3 easy ways to make e-satisfaction’s Customer Experience Badge work for you

          We give you a big applause for keeping your promise of providing an outstanding customer experience! Here are 3 easy ways to make e-satisfaction’s Customer Experience Badge work for you and get you more customers. 

          make the Customer Experience Badge work for you

          You do keep your promise of providing an outstanding customer experience and it is shown in e-satisfaction’s Customer Experience Badge! We give you a big applause for that!

          Several customers have asked us:

          “How can I use the Customer Experience Badge to get more customers?”

          Here are 3 easy ways to promote your customer experience scores, shown through Customer Experience Badge, using e-satisfaction and with no involvement of your technical team.

          1) Share through our social share automation

          The first and simplest action you can do is to use the power of social media to show your customers your Customer Experience scores, through a Facebook Post with a snapshot of the Customer Experience Badge, demonstrating that your customers had a great shopping experience while purchasing from your e-Business! It is your time, to spread the good news.

          By using e-satisfaction’s social share Humanized Marketing Automation you can further improve the engagement of this post by showing this Facebook post to clients that just provided feedback. This way you let them know that they are part of a happy customers clan and you provide them the with a clear action…like, share and comment! This is why engagement rate is really high, reaching up to 28x the average engagement rate of a normal post, as show in this case study.

          2) Show your scores and call for action

          A good score is something you don’t want your customers to miss and a great place to show it is to customers that just left feedback, but these are engaged customers with full attention that just finished a purchase funnel, help them make the next step!
          What would the next step be? You know better (i.e. join our loyalty program, visit our stores, follow us on Instagram) but this is a good time to remind them that you really care about them and you are doing great job while serving your clients! Create an engaging visual with your Customer Experience Badge that has a great score on it, say thank you for helping us being the best and add a call to action button that takes them to the action you want them to thank you more!  

          3) Ask for a Referral

          You may have heard about the Refer a Friend mechanism, one of the out of the box Humanized Marketing Automations provided by e-satisfaction, that you can use to help your customers share their love about you, increasing profits and generating revenues with no marketing cost like Maison Marasil did in this case study.

          An idea that you could use to further increase the effectiveness of this mechanism is to include a snapshot of your customer experience score in the referral mail, so that the friends of your happy customers better understand that you are really doing a great job, their friends are telling you do and hundreds other customers say that you do! Build trust in the first mail and be sure they will come!

          Conclusion

          No matter what, all you need to do is be creative and human oriented. E-satisfaction’s Customer Experience Badge is a summary of your customer’s voices and you should think “how can I let people know that I am that good, now that I have it documented?”

          Make your future customers know that you care about them and make them trust you! Make them say “I know that when I will be buying from there, everything will be perfect!”.