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Presentation

Disappointment
Misunderstanding
Dismay
Dissatisfaction

If you could read the minds of your customers…

imagine what you could do!

Amazement
Curiosity
Reflection
Surprise

Now
imagine
that…

you could take action in real-time

Loyalty
Engagement
Trust
Satisfaction

Your feedback management solution…

to increase your customers’ loyalty

Stakes

Customer experience evolves gradually throughout the customer journey, but also at times where they are out of touch with brands.

5%

of unsatisfied customers actually express their dismay to companies (by complaining)

80%

of customers who suffered a bad experience with a brand have told people around them

92%

of customers state that a bad experience with a brand makes them question their loyalty

Customer experience has a huge influence on the purchasing behavior of your customers and their likelihood to recommend (or badmouth) your brand. The revenue and profitability of your company directly depend on it.

It is therefore crucial for your organization to continuously collect live feedback and provide live responses. ConsumerLive enables you to do both.

Solution

Automation of customer feedback collection

On every channel and every customer journey

COLLECTING
Gathering customer feedback
MONITORING
Tracking performance
ENGAGING
Act to generate loyalty

Where ?
After a visit in one of your stores or on your website, after interacting with your customer service or your social networks, during a product delivery

When ?
Surveys sent to customers at every key moment of the customer journey

How ?
Thanks to several feedback collection tools: in-store terminal, QR code, email, SMS, telephone, live agent, or via automatic integration of other data sources (Voice server, CRM…)

Tracking indicators in accordance with your priorities and sector: satisfaction score, NPS, attachment score, customer effort score, brand image score…

Text mining and automated verbatim analysis

Configurable scorecards

Personalized information for each contributor to the customer experience (front office, proximity manager, store director, marketing management, general management)

Benchmark updated in real time: by country, customer journey, target, channel…

Real time customer experience feedback

Enabling you to generate Loyalty

COLLECTING
Gathering customer feedback
MONITORING
Tracking performance
ENGAGING
Act to generate loyalty

Escalation of red flags in real-time via email and within ConsumerLive

Accessible results from desktop, tablet, and mobile with intuitive, ergonomic and 24/7 reachable user interface

Customizable workflow

Tracking of actions taken by your teams towards your customers

Automated CRM feed

Technology

Accessibility, availability and security…

in a SaaS solution simple to implement

Cloud based solution

Multidimensional & real-time database

Multilingual environment (more than 20 languages available)

Responsive design application (format and content adaptation to every type of device: desktop, tablet, mobile)

Flexible system and easily linkable with your CRM (via batch or API)

High availability (99.9%). Security of data and exchange.

Services

Assist your organization at each step of the process by providing you with a broad range of expertise.

Consulting

Customer journeys audit

Development of your Customer Experience Management program

Creation of a business case

Configuration and hosting

Configuration of your ConsumerLive solution

Hosting and operating

Integration with your Information System (CRM)

Change management

Best practices roll-out

ConsumerLive hands-on training

Customer Centric training

Data and Knowledge

Data analysis

Customer verbatim analysis

Ad Hoc studies production

Video

Worth a thousand words…

Business Cases

consumerlive-business-case

Luxury

Find out how a market leader luxury brand has set-up a feedback management project within its store network.

Download the document

To access other business cases, please contact us.

consumerlive-business-case

Specialized distribution

Discover how a leading food & beverages company deployed a feedback management solution throughout its asian retail network.

Download the document

To access other business cases, please contact us.

A propos

We assist you in imagining and implementing a simple, seamless and effective customer experience suited to your customers’ constantly evolving expectations and in line with your business model

conseil-matiere-grise

Consulting

Omni channel strategy, customer journey, organization, and tools

conseil-formation

Training

Assisting your customer service, retail and sales teams

conseil-optimisation

Studies

Marketing studies, innovation consulting, feedback management