Talk Back Presentation Web-email

8/14/2019 Talk Back Presentation Web-email

1/18


2/18

Page 2

Need of Customer Feedback

Customers are ultimately the ones responsible for

paycheck. By knowing more about your customers

demographics, their needs, taste & preferences, you

can tailor your products and services to better meet

their demands. This will ultimately lead to greater

success in sales.

In a service oriented business like E-commerce

solutions, Retail, Resorts, Hospitals etc, feedback

collection and working on to improve the business is

a continuous process to stay ahead of competition

and avoid losing valuable and repeat customers

Market Researchers have revealed that a companys

very satisfied customers were six times more likely

to repurchase products over a span of one to two

years than were merely satisfied customers.

Proper & timely feedback on product quality, service

quality, customer care, customer support, order

execution, overall satisfaction can bring in major

improvement in sales as well as reduce the chance

of losing a valuable customers..

Capture Feedback where it originates before it becomes public


3/18

Page 3

Pain Areas

The traditional feedback collection process is a manual- paper forms and pen based

which has many inherent limitations:

It is difficult to transfer the data from a paper to a proper system

NO business analysis software as the system is manual &

time consuming

Not up to date or real-time data

Customers do not enjoy the experience of filling up these forms and do not see the benefit of itto them, hence very seldom an organization gets a correct feedback

Sometimes these forms are misplaced leading to loss of vital information

Sometimes, forms are tampered to hide the facts

Many times, these forms do not reach the right authority who is responsible for service

improvement

Many organizations do not have a proper data analytics software to gather useful business

information and take necessary action

A great many organizations which gather customer feedback do nothing with the information

they've obtained as they really do not know how to analyze the data

There is no consolidated information/feedback/Satisfaction report for all outlets to the

management


4/18

Page 4

Pain Areas

There is no way to find out how an organization is doing with respect to customer expectation

on month on month basis or year-on-year basis other than sales performance.

There is no way to find out how your various branches are doing with respect to customer

satisfaction and need other than top-line and bottom line.


5/18

Page 5

How talk-back works?

Feedback request can be generated

over email or can be collected

through an online link.

Customers go through the browser

based questionnaire and input their

feedback on the questions that can

be structured to prompt the

customer for the right kind of

information

The feedback metric is collected

transferred to the pre-configured

remote server instantly without any

user involvement

Remote server collects the data, do

munching and generate usefulbusiness information about

service, product quality

The concerned authority can view

the report at any time sitting

anywhere in a very intuitive graphs

like pie and charts by just login tothe web.


6/18

Page 6

Reports to Management

Monthly/Quarterly report of number of feedback received for specific service, period and specific or

all locations

Monthly and Quarterly report of average rating for a service, specific location or all locations

Monthly and Quarterly report of feedback comments for a specific service at a specific or all

locations

0

1

2

3

4

5

6

FoodQuality

CustomerService

DeliveryTime


7/18

Page 7

Reports to Management

1. Feedback Trend analysis report for a service at a specific location or all locations for any

parameter

2. Average rating for a particular user for a specified period for a specified parameter3. All the feedback can be viewed in pie-chart, bar, line & column format as required by user

by login.

4. KYC Reports: Know your customer details like age, region, place, demo graphics to target

your advertisement to maximize sales.


8/18

Page 8

Know Your Customer- A powerful tool to enhance sales

Know who your customers are, their

age, gender, geographic location, maritalstatus, ethnicity, and income customer

demographics

Where your customers live, and how likely they are

to purchase the product or service you are selling

Your best prospects are your existing customers, and

profiling provides a powerful tool for gaining greatershare of each customers wallet.


9/18

Page 9

Client Sample Questions-1


10/18

Page 10



11/18

Page 11



12/18

Page 12



13/18

Page 13

Offerings: Products and Services

Products Feedback collection system along with web-based business intelligence system

Know your customer(KYC) module

Services

Feedback question design: Develop right questions to get the most out of your

customer. Our team of experts can analyze your business and come up with right

questionsto ask your customers to improve your business.

Front-end client customization as per your branding strategies: Our creative team

can design the look and feel factor meeting your branding strategies to give a

unique feeling to your customers


14/18

Page 14

Client Engagement Model

No upfront investment on software: Monthly subscription service per device. Pay as you

use.

Customization Charges(optional) : The questions and art work can be designed by our

internal design team or can be done by you at no extra cost.

Training Charges(optional): Client can appoint an internal IT person who can be trainedto train individual users at the site. This can also be outsourced to us.


15/18

Page 15

Our Competitive Advantage

End-to-End solution right from designing questions, device layout to configuration and

training to the user per site.

Web-based solution: Reports can be accessed anywhere giving you flexibility to access

as per your wish.

Freedom to modify questions as you desire: This is helpful when you want to add a newservice to one outlet and see the report before rolling out completely.

Central Customer Database: A central repository of customer database with us can save

your customer hassle of giving his personal information again and again.

Can be deployed anywhere and everywhere: Easy configuration and usage


16/18

Page 16

Our Customers

JEWELEX INDIA

PVT. LTD, DELHI

CONVERGYS, HYDERAB

AD

KERALA STATE

LIBRARY, TRIVANDRUM

KERALA CHILDRENS

LIBRARY, TRIVANDRUM

SRM

UNIVERSITY, CHENNAI

AIRTEL, DELHI

PS: The above customers are for our other solutions


17/18

Page 17

Our Customers

PS: The above customers are for our other solutions


18/18

Thank you

Talk-back Solutions

No. N-2, 3rd floor,LIC Row, 24th Main Road,

J.P. Nagar Ist PhaseBangalore 560078

Tel: 080 41208778,Fax: [email protected]

Talk Back Presentation Web-email

Documents