reduce customer churn, grow word of mouth (onine & offline) with eco
Post on 05-Dec-2014
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Eco Consumer Services ‘Always on’ Customer Satisfaction
2
We help business growth the number of referrals they can get (online and word of mouth) and reduce their customer churn. Our customers achieve this by implementing our software that helps them interact with their consumers in a much more attentive, convenient and quicker way.
About Us…
Business Customer
We offer a so*ware pla.orm that facilitates communica7on between guest and the business
Submit Requests & Feedback
Collect Requests & Feedback
Online Reviews & Content Syndication
Rewards & Loyalty Real time Alerts & Service Recovery
Satisfaction Reports & Customer Intelligence
The Pla.orm contains a rich feature set to help businesses collect customer feedback & service requests conveniently and in real 7me and generate value from such data
Multichannel Feedback & Request Collection
Submit Requests & Feedback
Collect Requests & Feedback
Business Customer
Eco manages customer engagement across the en7re
experience cycle.
Customer Order
Start of Experience
End of Experience
Sharing
Invites to share preferences prior to experience Pre-‐Experience Request Processing
Invites to quickly share if something goes wrong In moment Feedback invita?on
emai
l SM
S/Vo
ice
Invites to provide feedback a*er the experience
Post Experience Survey
emai
l
Replies to posi7ve feedback and asks to share
Reply to Survey w Sharing Invita?on
emai
l
Business Customer
Eco manages customer engagement across the en7re
experience cycle.
Customer Order
Start of Experience
End of Experience
Sharing
Invites to share preferences prior to experience Pre-‐Experience Request Processing
Invites to quickly share if something goes wrong In moment Feedback invita?on
emai
l SM
S/Vo
ice
Invites to provide feedback a*er the experience
Post Experience Survey
emai
l
Replies to posi7ve feedback and asks to share
Reply to Survey w Sharing Invita?on
emai
l
Business Customer
…but our sweet spot is listening and reac7ng to
feedback and requests before the customer is fully served
High Impact
Experience Life Cycle 7
From Online Reputation Management to Real Time Service Recovery
Customer Experience Cycle
Order Experience Completion Share Order
…impacts the outcome over here.
what happens here…
Ability to influence outcome High ability
Low ability
Being able to recover before service comple7on is important because it also drama7cally impacts online referrals
Multichannel Feedback You can invite customers and collect feedback and customer requests via SMS, email surveys, Mobile forms, in room calls, Paper Survey scans. The emphasis is to avoid downloads and logins for the customer.
SMS Feedback/Requests
Mobile Form
Desktop Survey Forms
Voice based Feedback Calls
Comment Card Scans
Online Reviews & Content Syndication
Rewards & Loyalty Real time Alerts & Service Recovery
Satisfaction Reports & Customer Intelligence
Multichannel Feedback & Request Collection
Unified Messaging & Inbox No matter how customers choose to send you requests or feedback, it all comes together in a simple application for you.
Online Reviews & Content Syndication
Rewards & Loyalty Real time Alerts & Service Recovery
Satisfaction Reports & Customer Intelligence
Multichannel Feedback & Request Collection
Text Message from Customer: ‘We were extremely upset about the service we received. The place looked completely different than on the internet!’
Real Time Alerts & Service Recovery Alert appropriate staff members in real time when Eco’s Ai engine detects urgency to react based on the customer’s message ‘Bad Internet Review Threat’
‘Distressed Customer’
Alert GM
Alert Customer Relations
Online Reviews & Content Syndication
Rewards & Loyalty Real time Alerts & Service Recovery
Satisfaction Reports & Customer Intelligence
Multichannel Feedback & Request Collection
Real time Alerts & Service Recovery
Online Reviews & Content Syndication
Rewards & Loyalty Satisfaction Reports & Customer Intelligence
Multichannel Feedback & Request Collection
Online Reputation Monitoring Track 22 review sites that contain business reviews and analyze what is being said online.
Yelp/Foursquare/twitter/Tripadvisor/ booking.com/ hotel.com/zagat/yellowpages/opentable…
Real time Alerts & Service Recovery
Online Reviews & Content Syndication
Rewards & Loyalty Satisfaction Reports & Customer Intelligence
Multichannel Feedback & Request Collection
Drive adoption with rewards Reward your guests with benefits or with a small donation you make on their behalf for engaging and sharing with you
Real time Alerts & Service Recovery
Online Reviews & Content Syndication
Rewards & Loyalty Satisfaction Reports & Customer Intelligence
Multichannel Feedback & Request Collection
Understand see your business from the eyes of your guests and understand what needs improvement
What our Customers Experience 14
From Online Reputation Management to Real Time Service Recovery
Businesses using Eco see a reduc7on of their cri7cally nega7ve reviews by 40%
Reduction of negative reviews
CNR: ‘Cri?cally Nega?ve Reviews’. These are 1 or 2 star reviews out of a ra7ng scale of 5.
Why are CNR important? When consumers book online, CNRs have the most deterrent effect.
Eco reduces CNR by 40%
40%
4.5% of all reviews (after Eco)
7.5% of all reviews (before Eco) Share of 1-‐2 star reviews across all review sites
15
Miami
Where we are Eco serves customers globally
Offices | Singapore, Austin, Miami ���Installations | 220 in 4 continents���Shareholders | Privately held, venture backed
US HQ Aus7n
Marke7ng & Sales Office Singapore
Global HQ & Development
Number of Customers running on Eco Jan‘13 Sep‘13 Jun‘14
7 20
220
Take a look at a quick demo
www.geteco.com/demo6 5 min
www.geteco.com Call or send a text message to
(305) 7225817
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