TxtandTell Customer Feedback
TxtandTell is a real-time cell phone based customer feedback, service recovery and mobile marketing solution. It enables customers to provide feedback through simple one minute surveys using their cell phones. Performance comparisons can be made across different business 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.
TxtandTell is ideally suited to collecting feedback and engaging with customers in a dining, service or retail environment. In industries where services are outsourced or multiple decentralized busines units exist, effective customer feedback solutions are critical to monitoring and improving the quality of product and levels of service being delivered. It also presents a perfect opportunity to deploy the live TxtandTell digital screens where customer feedback, moderator responses and videos or images are displayed in an engaging and interactive way.
By appealing to your customers through the technology they use the most, TxtandTell encourages honest feedback and together with more frequent interactions, strengthens the relationship they have with your brand and ultimately helps you grow the business.
Key Elements
Feedback Forms
These are provided to customers in a variety of eye-catching designs and formats throughout the venue. Examples include point-of-sale cards, posters and table tents. They contain simple step-by-step instructions on how to assemble and submit a response, as well as details on prizes or coupons offered. TxtandTell supports a fully automated, flexible prize and coupon engine. Keywords, URL links and QR codes can also be incorporated to direct customers to WAP surveys set-up to capture more detailed information.
Mobile Promotions and Coupons
The TxtandTell mobile marketing platform allows for text messages including mobile coupons, to be integrated into your marketing communication plans. You can send out regular text messages 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.
Moderation and Digital Signage
A moderation facility exists for designated staff to respond personally to all feedback they receive via an individual text message. They can then post both the customers comments and their own responses to the overhead digital screens in the dining areas. Moderators can also load visual images and videos to be displayed on the screens and other venue related notifications - e.g. menu changes, specials or promotions etc.
Reporting and Management
All customer feedback and marketing communication is stored on the TxtandTell server. Through a secure website, a comprehensive range of reporting is provided to enable ongoing analysis of all levels of customer interaction. A Customer Satisfaction Index can be created for customer feedback and CSI scores measured and tracked over time. In the case of multi-location organizations, web reporting can be configured according to user access levels.
Enterprise Feedback
Management
Our clients say:
In the News
TxtandTell real time student feedback solution is part of big improvements introduced by SFU Dining Serives at their Burnaby, B.C. campus.
For the full article published in CCUSFA magazine, click here.
