O3's Outreach uses transactional text messages (as opposed to marketing text messages) that form a part of your interaction with your customer and close the loop. When sent within a few hours of your service, response rates of transactional texts average 45%, blowing past both email and phone, and are more convenient and less intrusive for your customers.
Using the Net Promoter Score® system gives you one easy number to track your customers' satisfaction and loyalty levels, as well as their likelihood of referring you to their friends and colleagues.
The NPS® survey is built into O3 and is the default survey, making it incredibly easy to start collecting and acting on customer satisfaction data right away. Our main dashboard tracks your score and gives you easy access to see direct customer comments.
As soon as O3 detects that a customer had a negative experience, you are alerted immediately both via the dashboard and by an email message, along with the customer's score, comments, and contact info.
By providing the means to close the feedback loop and get right back to the customer, you can turn a customer with a negative experience into a happy promoter. This is how you blow retention through the roof.
You've built a company and hired as you've grown, but now you're a step removed from those customers that are the lifeblood of your business. By tracking which employees are interacting with which customers, you can link customer satisfaction back to experiences with individual employees.
With customers often providing direct feedback on the unique person they interacted with, you gain powerful insight into each employee's performance, strengths, and opportunities to improve, and puts you back in touch with the front line of your business.
Getting extremely positive feedback? O3 allows you to specifically target your most loyal customers (those giving you an NPS score of 9 or 10) and complete the loop with a link to leave a review for you online or a reminder of any offers or promos you may be having (for example, referral bonuses).
Customer acquisition is always a challenge, but how much easier will it be when your customers actually know about your referral offers or are actively being funneled into leaving their positive experiences in online reviews? Hint: a lot easier!
Want to simply gather very targeted feedback from a subset of your customers without asking for a rating? Or would you like to poll your customer base via text message? You can create your own custom text campaigns to suit your needs.