Solution Overview

TouchandTell is a real-time customer experience (CX) measurement, service recovery and mobile marketing solution that uses tablets located in restaurants, retail and other locations. TouchandTell enables any customer to provide quick feedback about their current experience. This helps to identify likes and dislikes, needs and wants and any problems or requests. In addition to feedback, the tablet app can be configured to display marketing messages such as special offers, invitations, sign-ups, etc .

kiosk-based-feedback

Feedback typically includes 1 to 4 questions plus comments or comments only. Results are available immediately and can be forwarded to responsible managers by email or text message so that quick action can be taken. Detailed reporting is available via a secure web portal for further analysis.

Performance comparisons can be made across different units and issue tracking and workflow tools ensure efficient service recovery where any negative feedback was received. Using the mobile marketing tools you’re also able to engage more frequently with your customers, build opted-in rewards programs to encourage repeat visits and add a new mobile element to your marketing campaigns.

TouchandTell is ideally suited to collecting feedback and engaging with customers in dining, service or retail environments. In industries where services are outsourced or multiple decentralized business units exist, effective customer feedback solutions are critical to monitoring and improving the quality of product and levels of service being delivered.

Key elements

App configurator

The TouchandTell app runs both on Apple IOS and Android tablets and can be downloaded from their respective app stores. A web based app configurator enables the format, branding and messages that will be displayed on the tablet to be easily updated. Key to getting feedback is to deploy eye-catching call-to-action images in each location.

The system is completely flexible, allowing you to define the number of questions, the number of response options and the response messages. Free format text, single question or multiple question formats can be used. The system can be configured to automatically send personalized responses to a customer based on the feedback they sent in.

Tablet on stand
TouchandTell tablet on stand

Instant alerts – Immediate action

In today’s environment, customers expect immediate attention and action. TouchandTell has flexible alerting capabilities whereby responsible personnel can be alerted by email and /or text message whenever feedback is received without having to log into a web portal. This enables them to take quick action to resolve problems, turn a negative experience into a positive outcome and build brand loyalty and advocacy.

Reporting and management

All customer feedback and communication is stored in the cloud based Kinetica CX platform. Through a secure website, a comprehensive range of reporting capabilities is provided to enable ongoing analysis of all levels of customer interaction. A customer satisfaction index (CSI) can be created for customer feedback and CSI scores measured and tracked over time. In the case of multi-location locations and organizations, web reporting can be configured according to user access levels.

The system includes the ability to schedule and send summary reports on a weekly or monthly basis to users with the need to access the portal.

Mobile Promotions and coupons

The TouchndTell mobile marketing platform allows for text messages and/or email including mobile coupons, to be integrated into your marketing communication plans. You can send out regular text messages and/or emails to your opt-in database with special offers and promotions – encouraging guests to visit again and invite their friends. You can also attract new business by including a mobile call-to-action in all your marketing and advertising campaigns e.g. text-to-join, text-to-win, text-for-a-coupon.

Comment Moderation and digital signage

Customers love to see what others have to say. TouchandTell provides a comment moderation and display capability whereby selected comments can be shown on digital signage. The system generates a configurable web page with unique URL for each location. This web page can be displayed directly on smart TV’s or via a Content Management System (CMS).

Designated staff can respond personally to all feedback received by text message or email and also post both the customers comments and their own responses to the overhead digital screens. This is a great way to share information, communicate and engage your customers. Other images and videos can also be displayed on the screens such as menus, special offers or promotions.

Customer Relationship Management (CRM) and loyalty programs

TouchandTell captures your customer’s cell phone number and/or email address and allows them to opt-in to your outbound marketing campaigns. The CRM and loyalty programs build a database that enables you to better understand your customers and in doing so, target communication to them that is relevant and can positively influence their behaviour.

Issues Management and Workflow

TouchandTell includes an Issue Tracking module that enables a general issue or an issue related to a specific feedback problem to be raised. Issues can be assigned to any staff member for follow-up purposes and the system will keep track of the status of each issue with text and email messages sent to relevant people within the organization.