Kiosk-based feedback
Overview
Similar to TxtTapScan&Tell, TouchandTell is a real-time customer experience (CX) measurement, service recovery and mobile marketing solution that uses kiosk-based tablets strategically located in restaurants, retail, and other locations.
What it does
TouchandTell allows any customer to quickly provide feedback about their experience on a stationary kiosk. This makes it convenient for customers to share their likes and dislikes, needs and wants, and flag any problems or requests.
Results are available immediately and shared with managers by email or text message so that quick action can be taken. With Abda (AI-Based Data Analyzer), large volumes of customer comments can be analyzed with the click of a button, extracting valuable insights for data-driven decision-making.
The primary difference between TouchandTell and its sister service TxtTapScan&Tell is the mode by which customers provide their feedback (kiosk-based vs mobile-based). These two solutions work well together to provide you with a complete customer feedback system.
Why it’s so effective
Immediacy
Customers expect immediate attention and action. Don’t wait to find out a customer is having an issue when it’s too late.
With TouchandTell’s configurable alerting options, results are immediately available and forwarded to management by email and text message, allowing you to respond to consumer feedback swiftly.
Turn a negative experience into a positive outcome, and build brand loyalty and advocacy.
Key Features and Applications TouchandTell
App Configurator
The TouchandTell app runs both on Apple IOS and Android tablets and can be downloaded from the respective app stores. A web-based app configurator enables the format, branding, and messages that get displayed on the tablet.
The TouchandTell system is completely flexible, allowing you to define the number of questions, the number of response options, and the auto-response messages. Free-format text, single question, or multiple question formats can be used. The system can also be configured to automatically send personalized responses to a customer based on the type of feedback they submit.
Marketing
Provide simple step-by-step instructions for submitting real-time feedback as well as ways for your customers to access special offers on everyday items such as point-of-purchase cards, posters, napkin holder inserts, table tents, and receipts.
Consider putting a marketing incentive in your materials. TxtTapScan&Tell has a prize drawing and coupon engine that is entirely automated and customizable.
Text messages, including mobile coupons, can be linked into your marketing communication strategies using the TxtandTell mobile marketing platform.
Send out regular text messages with special offers and promotions to your opt-in database, motivating guests to return and bring their friends. Incorporate a mobile call-to-action, such as text-to-join, text-to-win, or text-for-a-coupon, into all of your marketing and advertising activities to attract new customers.
Fully Customizable
The system is completely flexible, allowing you to define the number of questions, response options and messages. Free-format text, single question “hotspots,” or multiple question formats can be used. The system can be configured to automatically send personalized responses to a customer based on the feedback received.
Comment Moderation and Digital Signage
Customers enjoy reading what others have to say. TxtTapScan&Tell offers comment moderation and display capabilities, allowing chosen comments to be displayed on digital signage. For each location, the system generates a customisable web page with a unique URL. This webpage can be displayed directly on smart TVs or using a Content Management System (CMS). Designated personnel can personally respond to all text message or email feedback and post both the customer’s remarks and their responses to the overhead digital screens.
Customer Relationship Management (CRM)
TouchandTell captures your customer’s cell phone number and/or email address and allows them to opt-in to your outbound marketing campaigns. The CRM and loyalty programs build a database that enables you to better understand your customers and in doing so, target communication to them that is relevant and can positively influence their purchasing behavior.
Issues Management & Workflow
TouchandTell includes an Issue Tracking module that enables a general issue or an issue related to a specific feedback problem to be raised. Issues can be assigned to any staff member for follow-up, and the system will keep track of the status of each issue by sending text and email notifications to the appropriate persons within the business.
Ready to optimize your business with better customer experiences?
Let’s connect for a discovery call and explore your requirements!
