New Insights into Operations

Surveys let managers better understand the expectation of their customers. Current customer feedback tools only provide broad statements on service outcomes with limited information on what the customer cares about or how to improve. Our Intelligent Surveys are dynamically linked to your customer’s experience. You can ask questions about the specific location, the items purchased, the person that helped your customer, and more.  Our reporting covers overall customer satisfaction as well as how other elements of their experience correlate, thus pinpointing areas that are working and areas for improvement.

Real Time POS Integration
AfterWords interfaces each customer’s sales transaction detail with their survey and makes it available to you, your managers, and your customers immediately.

Experience Based Questioning
With AfterWords you control your survey questions. Due to capturing the sales transaction detail, you can ask customers about the specific products they bought, or the staff member that helped them, or the specific location.

Systematic Sampling
Increase survey conversion by using trace information related to each transaction and only asking some questions to those who have had qualifying experiences

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Customer Retention
AfterWords will route a negative survey response alert directly to your manager, while terminating the rest of the survey for the customer. Your manager can act swiftly to resolve the situation and recover the customer.

Loyalty and Perception Indexes
In addition to establishing a traditional Loyalty Index (or Net Promoter Score), AfterWords also delivers a Perception Index indicating customer opinions on specific people, products and places. This helps you specifically know what is working or what needs improvement.

Discover What Your Customers Really Think
Traditional customer surveys are not very timely and only provide general feedback. AfterWords’ Intelligent Surveys provide real-time feedback about each customer’s unique experience.

Improved Customer Retention

By integrating sales transaction detail and survey questions in real-time, our Intelligent Surveys identify customer issues quickly (via manager alerts) and provide added insight to optimize recovery. When recovery opportunities are identified, we let you know in real time. AfterWords incorporates innovative customer recovery alerts so that you can immediately respond to customer concerns.

Reports

Surveys provide a benchmark for performance comparison.  Increasing or decreasing scores can provide a leading indicator on what is happening in the store. When surveys are returned, managers can identify problem areas and improve them.  Did the customer like the service, the food, the overall experience?  Surveys are a valuable tool to collect feedback and gain insight into the customer’s viewpoint.  The information gathered can be used to train staff and improve the experience. AfterWords optimizes the survey experience and collects valuable survey data while addressing these key challenges of traditional survey designs.

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CUSTOMER RECOVERY
React to poor service and save a customer! Our software alerts management of negative experiences via text messaging and email. Alerts are in real time allowing team members to react before a customer leaves.

OPERATIONAL CORRELATION
How are operations and satisfaction connected?  Integrating POS, sales, and loyalty data gives a unique view of factors that may affect satisfaction – including staffing levels, time frames, and items consumed.

LOYALTY INDEX
How connected is your customer to your brand?  We combine the customer's willingness to refer, intent to return, and overall satisfaction to calculate a loyalty index. 

PERCEPTION INDEX
What makes your brand different?  We ask customers about their opinion on the people, place, and product to gain their perception of the experience.

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Services

In today’s social-driven economy, customer satisfaction is a cornerstone of building a successful business. Gaining insight into how customers perceive service and measure experience is key to building long term revenue. Understanding a customer’s unique experience gives context to the conversation, provides a human touch, and builds a relationship - but how can you do that across all customers? Through intelligent customer engagement with AfterWords.

CUSTOMER ENGAGEMENT STRATEGY

  • Brand Differentiator Identification

  • Customer Touchpoint Workflow

  • Survey Question Design

  • Condition and Logic Architecture

  • Response Optimization

INTEGRATION SERVICES

  • Standard API Deployment

  • Integration Architecture

  • Custom Development

 
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DATA INTERPRETATION AND ANALYTICS

  • Perception Index, Loyalty Index, and NetPromoter

  • Custom Report Writing

  • Experience Optimization

  • Revenue Acceleration

TRAINING AND SUPPORT

  • User Support by Phone and Online

  • Technical Support by Phone and Online

  • On-site Training Seminars