Intelligent Customer Experience Management
feedTRACK tells you what your customers think of you. It delivers insight that enables you to change your positioning and outreach in real time to attract new clients while keeping current clients happy.
data collection
analysis and reports
closing the loop
Get instant feedback
feedTRACK closes the gap between customer analysis and effective action. It automates feedback collection at key interactions and sends the results to the right decision makers in real time. Whether you have 100 customers or 10 million, it arms you with essential information for pleasing them.
Drive satisfaction and loyalty
An unhappy customer will tell seven more people about their experience than a happy one will. So knowing their mood is crucial. Our ready-made solutions let you assess customer attitudes in real-time so you can please them and gain competitive advantage.
Do NPS the right way
Your net promoter score (NPS) reveals whether people will recommend you to friends and family. It is therefore crucial to get it right and to the right person. We make both easy. We also let you see comments that can identify moments of truth.
Evaluate employees
Have your customers advise you on who to reward and who needs more training. Our post-interaction assessment tools tell you what went right and what needs to change. They can also identify the frontline workers who earned their bonuses.
Cultivate leads
Find out what people think of your value proposition and how it compares to the competition. Then find out what they will buy next. Our unobtrusive methods inform sales of customer intent so they can pick the right approach.
Engage with customers
feedTRACK has become an important channel for customer communication for our clients
You show you care when you listen. And it gives you information for improving products and services, building loyalty, and selling more.
Motivate
employees
Bigger bonuses won’t lower staff turnover on its own
Positive motivation can work miracles. So show staff they have an impact. Share customer praise with them. Let them know they are valuable and you will strengthen their loyalty. Moreover, customers will love the positivity.
Retain
customers
We help you stop customers from silently leaving
Our broad yet subtle approach identifies why customers are unhappy yet never say so, letting you take action to win back business and keep it. It can also tell you why others left and may not return.
Stop the calling and save
We’ve already helped many clients save money and customers by reducing call volume
Welcome calls, survey calls, retention calls — they are costly but deliver poor results. We’ve got better methods that tap into how people use technology to communicate.
Instant feedback after visiting a branch
feedTRACK allows our bank to respond quickly to clients, as it notifies us about potential problems shortly after an interaction. We use the information to motivate our advisors.
We have a continuous view of our contact with clients and how satisfied they are. This has been remunerative. We have been nicely surprised by the rising client response rate, which is up to 30%. The system delivers these large numbers without any problems.
We also like the actionability and deep commitment of the team. Everything was implemented in a short time; they respond quickly and flexibly to our requirements, helping us introduce new functionalities as needed.
I recommend the feedTRACK system; it can be an important part of managing customer experience.
Tomáš MíkaCX management
Improved experience and fewer returned goods
We were looking for ways to reduce the cost of welcome calls from the call center while also improving the effectiveness of collecting customer feedback. FeedTRACK proved to be the tool we needed. Its 30% response rate and online reporting are much better than traditional approaches. And it can capture feedback from customers who don’t usually answer polls.
FeedTRACK allows us to quickly identify and address specific issues and thus improve the customer experience. In addition, we have been able to significantly reduce the number of returns of purchased products by identifying and eliminating the causes. The feedTRACK team has repeatedly guided us on how to best address our customers, find innovative uses of the tool, and fine tune questionnaires and reporting.
We use the data to help ensure the quality of our customer service. The data also help in negotiations both within our company and with our suppliers, as we can generate data-based arguments to make our case.
Jan ReslerCustomer Experience Expert
Satisfaction of clients after returning from vacation
We have been cooperating with the feedTRACK team for seven years. Together we prepare questionnaires for our clients to determine what people loved about their vacations, if their expectations were met, and what might have been missing in the package they purchased. Based on the results, we prepare offers for the next holiday season, removing and correcting shortcomings.
Working with the feedTRACK team has helped us improve communications with clients and prepare products that elicit greater customer satisfaction. This is very important for CK SATUR; and thanks to our long-standing cooperation with the feedTRACK team, we have made things significantly better.
I consider the agency to be innovative and flexible, always adaptable to our requirements.
Eleonora Fedorovácompany director
Adventure holiday evaluations
After a 2017 pilot was well received by our customers, we undertook a full implementation in 2018. At 62%, the customer involvement and response rate has been very high while also saving us a lot of time and paper.
In addition to evaluating our guides, transportation, accommodation, and tour programs, customers can add observations and suggestions for improvement. Our personnel work with the feedback on a daily basis to solve problems and improve service as the season progresses. The feedTRACK team is very helpful when it comes to fine tuning processes and questionnaires.
Cooperation with feedTRACK team has saved us a lot of time and has made our services more client focused.
Dana Žaludovácustomer care
Advantages
We’ve taken our extensive experience and re-engineered it into a unique, cutting-edge tool that’s easy to use and looks great. Innovation is in our DNA.
Enticing design
Our battle-tested UIs ensure meaningful interaction with customers that will help strengthen your brand.
Relevant reports
Our reports give people in your organization exactly what they need to take action. We can customize data and insight delivery based on the specifics of any project to suit your business and tactical goals.
Specifications
We can configure feedTRACK for the most demanding clients.
