Why choose this offer?

Customers and consumers interact with companies and brands every day: they visit stores, call Customer services, send emails, receive mail and bills, surf the Web and talk on social media.

When using services and products they sometimes run into problems, yet do not always express their dissatisfaction. These daily experiences, whether positive or negative, have a big impact on the relationship they develop with businesses and directly influences whether they will recommend the product and their satisfaction and loyalty. In turn, these factors impact a company’s bottom line.

Our solutions enable real-time evaluation of client satisfaction during key moments, information that can then be passed on to operational teams to take action to boost customer loyalty.

Introducing our approach

ConsumerLab offers Feedback Management solutions adapted to the specific needs of players involved in customer experience within the company (branchescustomer service, e-commerce, home visits and door-to-door sales) through a SaaS technology platform offering a portfolio of bespoke services.

TARGET KEY MOMENTS

Identify the moment(s) of truth in all multichannel customer journeys

COLLECT CUSTOMER FEEDBACK

Customers are invited to give their feedback following brand interaction (email, SMS, tablet…)

MONITOR THE RESULTS

The results are available in real-time on our online platform

ENGAGE CUSTOMERS

In case of dissatisfaction, an email alert is sent to teams to take action

IMPROVE CUSTOMER KNOWLEDGE

The collected data feeds the CRM and enables the implementation of targeted action plans

RESTRUCTURE ORGANIZATION

The results are analyzed to determine action plans and to restructure organization

Enrich your customer experience

Benefits

Increase turnover

Enhance your brand’s reputation

Build customer loyalty

Promote a customer culture within the company

Reduce the churn rate

Improve customer knowledge

Contacts

Aurélien GRAGNIC

ConsumerLab Associate Director

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