Transcript
Page 1: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

Eco Consumer Services ‘Always on’ Customer Satisfaction

Page 2: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

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We help business growth the number of referrals they can get (online and word of mouth) and reduce their customer churn. Our customers achieve this by implementing our software that helps them interact with their consumers in a much more attentive, convenient and quicker way.

About Us…

Page 3: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

Business Customer

We  offer  a  so*ware  pla.orm  that  facilitates  communica7on  between  guest  and  the  business  

Submit    Requests  &  Feedback  

Collect    Requests    &  Feedback  

Page 4: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

Online Reviews & Content Syndication

Rewards & Loyalty Real time Alerts & Service Recovery

Satisfaction Reports & Customer Intelligence

The  Pla.orm  contains  a  rich  feature  set  to  help  businesses  collect  customer  feedback    &  service  requests  conveniently  and  in  real  7me  and  generate  value  from  such  data  

Multichannel Feedback & Request Collection

Submit    Requests  &  Feedback  

Collect    Requests    &  Feedback  

Business Customer

Page 5: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

Eco  manages  customer  engagement  across  the  en7re  

experience  cycle.  

Customer Order

Start of Experience

End of Experience

Sharing

Invites  to  share  preferences  prior  to  experience Pre-­‐Experience  Request  Processing  

Invites  to  quickly  share  if  something  goes  wrong In  moment  Feedback  invita?on  

emai

l SM

S/Vo

ice

Invites  to  provide  feedback  a*er  the  experience

Post  Experience  Survey  

emai

l

Replies  to  posi7ve  feedback  and  asks  to  share

Reply  to  Survey  w  Sharing  Invita?on  

emai

l

Business Customer

Page 6: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

Eco  manages  customer  engagement  across  the  en7re  

experience  cycle.  

Customer Order

Start of Experience

End of Experience

Sharing

Invites  to  share  preferences  prior  to  experience Pre-­‐Experience  Request  Processing  

Invites  to  quickly  share  if  something  goes  wrong In  moment  Feedback  invita?on  

emai

l SM

S/Vo

ice

Invites  to  provide  feedback  a*er  the  experience

Post  Experience  Survey  

emai

l

Replies  to  posi7ve  feedback  and  asks  to  share

Reply  to  Survey  w  Sharing  Invita?on  

emai

l

Business Customer

…but  our  sweet  spot  is  listening  and  reac7ng  to  

feedback  and  requests  before  the  customer  is  fully  served  

Page 7: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

High Impact

Experience Life Cycle 7

From Online Reputation Management to Real Time Service Recovery

Customer Experience Cycle

Order Experience Completion Share Order

…impacts the outcome over here.

what happens here…

Ability to influence outcome High ability

Low ability

Being  able  to  recover  before  service  comple7on  is  important  because  it  also  drama7cally  impacts  online  referrals  

Page 8: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

Multichannel Feedback You can invite customers and collect feedback and customer requests via SMS, email surveys, Mobile forms, in room calls, Paper Survey scans. The emphasis is to avoid downloads and logins for the customer.

SMS Feedback/Requests

Mobile Form

Desktop Survey Forms

Voice based Feedback Calls

Comment Card Scans

Online Reviews & Content Syndication

Rewards & Loyalty Real time Alerts & Service Recovery

Satisfaction Reports & Customer Intelligence

Multichannel Feedback & Request Collection

Page 9: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

Unified Messaging & Inbox No matter how customers choose to send you requests or feedback, it all comes together in a simple application for you.

Online Reviews & Content Syndication

Rewards & Loyalty Real time Alerts & Service Recovery

Satisfaction Reports & Customer Intelligence

Multichannel Feedback & Request Collection

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Text Message from Customer: ‘We were extremely upset about the service we received. The place looked completely different than on the internet!’

Real Time Alerts & Service Recovery Alert appropriate staff members in real time when Eco’s Ai engine detects urgency to react based on the customer’s message ‘Bad  Internet  Review  Threat’  

‘Distressed  Customer’  

Alert GM

Alert Customer Relations

Online Reviews & Content Syndication

Rewards & Loyalty Real time Alerts & Service Recovery

Satisfaction Reports & Customer Intelligence

Multichannel Feedback & Request Collection

Page 11: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

Real time Alerts & Service Recovery

Online Reviews & Content Syndication

Rewards & Loyalty Satisfaction Reports & Customer Intelligence

Multichannel Feedback & Request Collection

Online Reputation Monitoring Track 22 review sites that contain business reviews and analyze what is being said online.

Yelp/Foursquare/twitter/Tripadvisor/ booking.com/ hotel.com/zagat/yellowpages/opentable…

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Real time Alerts & Service Recovery

Online Reviews & Content Syndication

Rewards & Loyalty Satisfaction Reports & Customer Intelligence

Multichannel Feedback & Request Collection

Drive adoption with rewards Reward your guests with benefits or with a small donation you make on their behalf for engaging and sharing with you

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Real time Alerts & Service Recovery

Online Reviews & Content Syndication

Rewards & Loyalty Satisfaction Reports & Customer Intelligence

Multichannel Feedback & Request Collection

Understand see your business from the eyes of your guests and understand what needs improvement

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What our Customers Experience 14

From Online Reputation Management to Real Time Service Recovery

Businesses  using  Eco  see  a  reduc7on  of  their  cri7cally  nega7ve  reviews  by  40%

Reduction of negative reviews

CNR:  ‘Cri?cally  Nega?ve  Reviews’.    These  are  1  or  2  star  reviews  out  of  a  ra7ng  scale  of  5.    

Why  are  CNR  important?    When  consumers  book  online,  CNRs  have  the  most  deterrent  effect.  

Eco  reduces  CNR  by  40%  

40%

4.5% of all reviews (after Eco)

7.5% of all reviews (before Eco) Share  of  1-­‐2  star  reviews  across  all  review  sites

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Miami

Where we are Eco serves customers globally

Offices | Singapore, Austin, Miami ���Installations | 220 in 4 continents���Shareholders | Privately held, venture backed

US  HQ Aus7n

Marke7ng  &  Sales  Office Singapore

Global  HQ  &  Development

Number  of  Customers  running  on  Eco  Jan‘13   Sep‘13 Jun‘14

7 20

220

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Take a look at a quick demo

www.geteco.com/demo6 5 min

Page 17: Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

www.geteco.com Call or send a text message to

(305) 7225817


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