ServiceTick

By integrating with a company’s website, call centre or branch operation, ServiceTick allows customers to leave feedback at the point of experience by using response mechanisms such as email, IVR or SMS.

ServiceTick converts the immediate customer insight into positive actions which drive improved acquisition and retention.  The continuous stream of insight is captured in the ServiceTick online console, which among other things lets you benchmark service levels across brands, distribution channels, products, call centre teams or even individuals within the call centre teams.   Over time, ServiceTick creates a comprehensive picture of customer service across a company – information which is of interest to a whole range of individuals inside the business.

How it works

Companies receive the feedback in real-time, giving an invaluable opportunity to immediately address any issues.   The ServiceTick console contains an Alerting tool, which identifies at-risk customers instantly.  By sending an alert to a Contact Team, ServiceTick can help rescue the at-risk customers.  These customers often become extremely strong brand advocates, as they feel that the company cares about them at quite a personal level. 

ServiceTick has a proven track record of helping companies increase levels of conversion, retention and customer service.  And with feedback requests costing from a matter of pennies, ServiceTick offers an extremely cost efficient way of obtaining immediate customer insight. 

A ServiceTick email is sent to customers from pre-defined points within an online quote, apply or servicing process.  Among other things, the customer feedback can be used alongside more traditional analytics tools to help explain why customers drop out at certain points within a process – the analytics tool provides the conversion data, but ServiceTick helps you understand what your customers are actually thinking when they’re transacting with your company.

The Alerting tool helps to identify and rescue at-risk customers instantly by alerting a Call Centre when an online customer has left an online process but needs rescuing before they take their business elsewhere.

With typical customer response rates running at over 55% from an opened email, ServiceTick also helps companies see what the majority of customers are feeling – rather than the vocal few who tend to respond to more traditional feedback mechanisms.  Understanding how the majority of your customers are feeling starts to get very interesting. 

It’s also possible to segment the feedback in a number of ways inside the ServiceTick console, including by individual customer segment, or by the marketing campaign which drove the customer to the site.

ServiceTick collects feedback via an Interactive Voice Response (IVR) mechanism at the end of a telephone call.  The customer answers a set of questions by either pressing their telephone keypad or leaving some verbatim response.  The responses are collected in the ServiceTick console, which Call Centre Managers can use to analyse the service levels being provided by their Call Handlers.  The verbatim responses, which are stored in electronic format within the console, can also be used as a coaching mechanism between the Manager and the Call Handler.

An email alert is sent to the Manager and Call Handler if a client leaves poor feedback, allowing them to take instant action if necessary with clients who may have had a poor experience.  The ServiceTick console then allows the Manager to keep track of these cases, until they’ve been resolved.

Would you like to gain customer insights, increase conversion rates and improve retention?  Call us now on 0845 644 3750.