Empathica Offers Instant Feedback for Retailers

In Canada, Customer Experience Management (CEM) solutions firm Empathica has launched a product that allows customers to provide instant feedback to retailers via text messaging.

Empathica conducts more than 30 million customer surveys annually and delivers real-time, weekly, and monthly reports to more than 70,000 clients.

Its new SMS-Text Survey platform prompts customers to answer questions about their experiences, or send their e-mail addresses to companies through SMS-text messages while they are at a client's location.

Once a customer texts in a response, the tool sends an e-mail thank-you, an 'on your next visit' offer or instant coupon, and a web-based survey invitation directly to their inbox. If the experience was negative, the customer receives an apology e-mail or 'on your next visit' offer.

Customer responses are compiled into quantifiable results that give retailers insight into customer likes, dislikes and emerging trends.

'SMS-Text Survey gives retailers the ability to quickly and easily engage in a virtual conversation with thousands of their customers,' stated Andrew Datars, VP of Product Management. 'By using the tool, they can receive timely, location-specific feedback that empowers them to reach customers more effectively.'

The firm, which employs around 100 staff from its headquarters in Toronto and offices in Birmingham in the UK and Alpharetta, GA in the US, is online at www.empathica.com .