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ConsumerLive

Engage, assess and drive the client experience in real-time

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.

Présentation

Des solutions adaptées aux besoins spécifiques

des acteurs de l’Expérience Client dans l’entreprise

Programme VOC
Piloter l’expérience client et centraliser les informations pour transformer l’organisation

Intervention & vente sur site
Mesurer la satisfaction client post intervention (réparation, SAV, vente) et accompagner les équipes terrain

Service Client
Monitorer la satisfaction client post contact et faire monter en compétence les équipes

E-commerce
Evaluer l’expérience utilisateurs et améliorer les parcours et interfaces digitales

Réseau
Animer un réseau autour de la satisfaction client et réengager les clients à risque

Programme Collaborateurs
Manager l’expérience collaborateurs pour mobiliser et fidéliser les équipes

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

Real time
Hot feedback collection (email, SMS, tablet, QR code, …)

Continuous
Instant feedback and dissemination to operational teams

User centric
Ergonomic platform, available 24/7, Responsive Design, Multilingual

Multichannel
Taking into account all the relational channels of the company

Ad hoc
Co-built indicators and customizable features

Flexible
Easily interfaces with a CRM (batch or API)

Services

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

Consulting

Construction and animation of devices

Audit of clients and collaborators’ journey (identification of moments of truth)

End-to-end project management, support in action plans

Survey

Choice of solicitation moments, KPIs and customized questionnaires

Analysis of the results (KPI and verbatim) and provision of scorecard

Realization of benchmark and ad hoc studies qualitative or quantitative

Data processing

Tool configuration and customization

Hosting, maintenance and data security

Progressive releases and customized function development

Training & support

Design of e-learning tools and customized training

Assistance and support for users (hotline)

Change management accompaniment

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