Solutions

Introduction

In today’s social-driven economy, customer satisfaction is a cornerstone of building a successful business.  Gaining insight into how customers perceive service and measure experience is key to building long-term revenue.  Understanding a customer’s unique experience gives context to the conversation, provides a human touch, and builds a relationship – but how can you do that across all customers?  AfterWords is an intelligent customer engagement system that delivers questions based on transactional history.  We integrate sales transaction and customer loyalty data to only ask the most relevant questions about a customer’s unique experience.  Our patent-pending process provides more relevant data, results in less survey abandonment, and provides actionable Insights.  Discover what your customers really think using AfterWords.

What Makes AfterWords Different?

POS and Loyalty Software Integration

Integrate data from popular POS and Loyalty software to create item specific questions and see comprehensive reporting.

Experience-Driven Questioning

Get true feedback on the customer experience by asking questions directly related to the products and items that they used.

Systematic Sampling

Increase survey conversion by printing individual survey stubs with the customer receipt or check or other url.

Customer Recovery Tools

Negative surveys are captured and queued for review. Managers are notified immediately via text and email, giving multiple options for recovery while the customer is still in the store.

Perception Index

Learn about the effects of people, product, and place from AfterWords proprietary customer experience KPI.

Survey Integration on your Website

Increase traffic to your website and survey conversion by incorporating the questions direct to your corporate website.

What else does afterwords do?

Survey Creation

  • Survey builder w/ multiple question types
  • Survey templates for easy campaign creation
  • Question library with professionally edited options

Survey Workflow

  • Condition based question branching
  • Nested, value, and group based conditions
  • Systematic Sampling questioning to deter survey fatigue
  • Transaction based questions asking questions on the customer’s specific experience and known data
  • Question limit alerts to assist with avoiding survey fatigue

Survey Presentation

  • Ability to embed the survey on your website as easily as adding a Google map
  • Responsive design allowing for mobile and desktop optimization
  • Separate survey stub for inclusion with customer receipt*
  • Configurable survey exiting to any page on your website or other url

Customer Recovery

  • Automatic queuing of survey responses not meeting minimum scores
  • Customer loss prevention workflow with SMS and email alerts

Reporting and Analytics

  • User dashboard with popular KPIs and actionable data
  • Preconfigured reports with drill-down and filtering
  • Company, multi-unit, and store-level detail
  • Centralized reporting that integrates survey, sales, and loyalty data
  • Benchmarking based on company and regional goals
  • Artificial Intelligence answer analysis
  • Custom reports upon request

Integration

  • Receipt / item-level data integration
  • Integration with leading POS software
  • Integration with popular loyalty software
  • Integration with common email marketing platforms
  • Incentive options with unique promo codes
  • Open web-based API

What About Reporting, CX Indexes, and Data That Drives Action?

Loyalty Index

How connected is your customer to your brand?  We combine the customer's willingness to refer, intent to return, and overall satisfaction to calculate a loyalty index. 

Perception Index

What makes your brand different?  We ask customers about their opinion on the people, place, and product to gain their perception of the experience.

CUSTOMER RECOVERY

React to poor service and save a customer! Our software alerts management of negative experiences via text messaging and email. Alerts are in real time allowing team members to react before a customer leaves.

Operational Correlation

How are operations and satisfaction connected?  Integrating POS, sales, and loyalty data gives a unique view of factors that may affect satisfaction – including staffing levels, time frames, and items consumed.

What type of support and consulting does AfterWords provide?

Customer Engagement Strategy

  • Brand Differentiator Identification
  • Customer Touchpoint Workflow
  • Survey Question Design
  • Condition and Logic Architecture
  • Response Optimization

Integration Services

  • Standard API Deployment
  • Integration Architecture
  • Custom Development

Data Interpretation and Analytics

  • Perception Index, Loyalty Index, and NetPromoter
  • Custom Report Writing
  • Experience Optimization
  • Revenue Acceleration

Training and Support

  • User Support by Phone and Online
  • Technical Support by Phone and Online
  • On-site Training Seminars

INTEGRATIONS

POS Software

  • Action Systems
  • Aldelo
  • AppleOne
  • Avant Garde
  • Brink
  • CBS - Northstar
  • Data Central
  • Dinerware
  • Firefly
  • Focus
  • Future POS
  • HSI
  • Maitre'D
  • Menusoft Systems
  • Micros
  • Monkey Media Catering 

 

  • NCR – Aloha
  • NEC
  • OnePOS
  • Panasonic
  • Payfirst
  • PCMS Group
  • RDC
  • Revel
  • Revention
  • Silverware
  • SpeedLine
  • Squirrel
  • View Touch
  • Vista
  • Xpient Solutions

CRM & Loyalty

  • Paytronix
  • Level-Up
  • Givex
  • Punchh
  • Rewards Network
  • SalesForce
  • Microsoft CRM
  • HubSpot
  • Marketo
  • Pardot
  • Eloqua

Email Marketing

  • Salesforce
  • Mail Chimp
  • Constant Contact
  • Emma
  • Campaigner

 

This is only a sampling of our current integration partners. Contact our team today to get the most recent list! 

Customer Recovery 101

Our customer recovery tools provide immediate text and email alerts when negative surveys are submitted.  This provides an opportunity for managers to exercise customer recovery while the customer is still within the store.  Recent studies show that acquiring a new customer is five to ten times more than retaining an existing one, repeat customers spend an average of 67% more, and over 70% of customers would provide a positive referral if they just received an apology.  Can you afford not to have a good customer recovery process?

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