Real-Time Customer Recovery Platform
Customer Recovery is a powerful add-on to the core Feedback & Insights product. It provides retailers with the capability to instantly act on customer issues and complaints through the delivery of real-time customer alerts to store managers.
With Customer Recovery, retailers can:
> Alert store managers when dissatisfied customers are identified
> Track and resolve customer issues
> Implement corrective and preventive actions
> Analyze customer service and quality trends
Customer Recovery e-mails are delivered instantly to the inboxes of personnel who are poised to act to remedy customer pain points. The e-mails contain detailed information about the store location, time of visit, survey responses, and performance alerts, as well as a clear description of the root cause that triggered the complaint.
Research has shown that, unless their opinions are solicited, dissatisfied customers very rarely come forward and complain about their issues. Instead, they will silent defect, leaving the retailer with very little chance of winning them back again. Customer Recovery lets you rescue those at-risk customers and convert them into brand advocates.