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TRANSCRIPT
Smart application for managing
customer dissatisfactions
The challenge
90million complaints
per year-most complaints in EU:EnergyTravelE-commerceCar rental
No universal tool for consumers to complain
No customized tool for specific industries to manage complaints
CRM & cloud solutions offer costly, time-consuming, generic interfaces
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Market trends confirm it
• 2015: end of reactive customer service as we know it
• Companies need to be pro-active in approaching clients and resolve their issues FAST
GOAL:
PROACTIVE RESPONSE TO CONSUMER NEEDS. SOLVING DISSATISFACTIONS BEFORE THEY TURN INTO ISSUES.
Customer Care of the Future
STEP 1 •Digital-first relationship with a client (An engaging self-service)
STEP 2 •More human, personalized approach to a client
Current tools
“Classic” CRM:• Generic options• Costly • Time-consuming• Lack of
customer engagement
Phone calls
E-mails
Live chat
The solution
A simple web app where:
1. Customer complaints to merchant, clicking through sector-specific menu and selecting issue type2. Merchant staff see new issue on their dashboard, check it and respond within minutes3. They can agree on first solution or keep „negotiating“, responding in a fast, friendly way4. If parties don`t agree, customer can elevate issue to independent third party for a fast decision.
The solution
Extra benefits:• GREAT way to show fairness and prevent negative reviews• Customers are ENGAGED in a dialogue and feel EMPOWERED• Businesses SAVE money thanks to a streamlined process and short
response time • PERFECT tool for cross-border complaints (=traders and consumers
communicate in their respective languages)
Product
Install a module – integrate with your web or mobile app – make it visible to consumers – respond to issues
Easy integration
Where we‘re now
240 clients globally, growing every day Launched modules for e-commerce software
platforms 5 customized modules: retail, car rental, travel,
gambling, hotels (more to come)
Revenue model
•Consumers: free to use •Companies: EUR 10-100/month (SMEs) including insurance covering potential cost of 3rd party decisions•Special packages for corporate customers
• Dedicated dashboards, fast response-time, easy to use, fights negative reviews
• Available worldwide, in 10 languages (more to come)
• First global solution for transportation, car rental, gambling and hotel industries
Competitive advantage:
Transportation
Car rental
Gambling
Hotels
Our partners
