Confirmit—Making Retail Smarter
The retail customer experience is core to achieving customer loyalty, positive word-of-mouth and, ultimately, profitable growth. The experience needs to deliver on your brand's promise, and you need to understand where you are succeeding—and failing— so you can create retail experiences that keep customers coming back to you.
All Retail Channels Are Not Created Equal
The more channels your business employs, the greater the risk that some experiences fail to satisfy your customers. Your Voice of the Customer program must deliver insight that enables you to present a consistently excellent customer experience.
Voice of the Customer Empowers Your Business
Understand Experiences as They Happen
Give customers the opportunity to tell you about their experiences as they happen, whether via IVR in your contact center, email after a web purchase or even while they are still in your store. The sooner they talk to you, the more engaging the feedback experience.
Create Up-sell Opportunities
Use your VoC program to drive growth. When a customer makes a purchase, use that information to promote related products and services. Utilize feedback to ensure you only approach satisfied customers.
Use Alerts to Resolve Issues
When a customer says they're uphappy, act fast by using alerts to automatically flag them for follow-up. Use aggregate alerts to tell you when something systemic is damaging the customer experience for a whole customer group.
Powerful Solutions for Retail
Capture "in-the-moment" Feedback
Confirmit's multi-channel platform allows your customers to provide feedback in a way that suits them. They can tell you what's happening in your retail environments right now using web, SMS, telephone and even photos of your stores.
No matter how many feedback channels you use, you can see everything in a single report view so no insight is lost in silos. Understand how one part of the experience impacts the overall customer view of your business, and pinpoint areas for investment.