Sunday, August 9, 2009

QuickResponse Allows You To Do The Unexpected

One of the most effective and popular tools in BizRate's suite of customer feedback products is QuickResponse. Its simplicity is what makes QuickResponse so useful.

Here's how it works: QuickResponse is a triggered email (to an address that you designate) that contains the open-ended comments that your customer leave in when they complete the BizRate Ratings & Feedback Form. Your buyers leave comments, they can characterize the tone of their comments as either positive or negative (or both), and they can attribute the topic to range of a topics, from billing to shipping charges.

BizRate's Ratings & Feedback platform also allows retailers to pass customers' order numbers and up to five product SKUs into the feedback form. When retailers use this Data Pass Through feature, we pipe these values into the QuickResponse email, which enables retailers to quickly associate the comments to a specific customers' order.

Below is a sample QuickResponse email; it originates with your buyers' email address as the From Address and can be directed to multiple email addresses with your organization.

Most retailers that subscribe to QuickResponse have the emails directed to their customer service operations. This allows subscribers to promptly respond to budding customer service issues before they erupt into something unmanageable.

QuickResponse Allows You To Do the Unexpected.
Everyone has a personal story about how a retailer or service provider has done something so out of the ordinary that it causes even disgruntled customers to pause with delight and converts them into evangelists or promoters. One of the most compelling applications of QuickResponse is to do just that; something that is so unexpected that it leaves your customers delighted and feeling valued.

In my inaugural post, I noted how Ralph Lauren delighted and surprised me with a prompt and genuine response to a comment I left in the BizRate feedback form after making an online purchase. I've since made another purchase at Ralph Lauren (what can I say, I'm an emerging Shopaholic) and left another comment in the feedback form. Again, Ralph Lauren promptly responded to my comments in a way that left me feeling like a valued customer.

Ralph Lauren, along with countless other retailers, uses BizRate's QuickResponse to unexpectedly delight their customers with prompt responses to their feedback and comments, to avert customer service snafus and to simply stay in-touch with their actual buyers. In doing so, they build loyalty and boost their customer satisfaction.

So, if you're already using the BizRate Customer Feedback Platform but aren't subscribing to QuickResponse, all you need to do is tell us where to send your customer comments. It's even easier than getting started and it too, is free.

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