Problem

Effective customer experience management (CEM) is important to all businesses. CEM is key to retaining and growing the customer base. It is widely recognised that receiving feedback from all customers is crucial; however traditional phone, email, or postal communication is expensive and largely ignored.

Solution

Boomerang enables all customers with a mobile phone to be surveyed in a timely manner, at the end of an activity or as part of a periodic assessment. A number of questions could be asked to understand recipients' priorities.

Unlike alternative text services, Boomerang intelligent SMS will enable your customers to answer only questions they deem relevant, and to do so in any order they choose, giving rise to an increased feedback.

How it works

Your database would be configured to send a series of questions as part of a survey triggered by particular customer activities. The database would send these questions as intelligent SMS through the Boomerang service.

When the replies are sent back from the customer the Boomerang service matches the response to the original questions and then delivers the responses back to the database storing results for analysis.

By enabling your database with Boomerang intelligent SMS your company will gain the following benefits:

  • Headcount SavingsLess staff are required for customer surveys conducted by SMS rather than post and phone; these mediums are also very expensive compared to intelligent SMS.
  • Efficiency GainsResponses are received faster and at a lower cost. The collation of survey data can be fully automated, enabling more customers to participate in surveys in a shorter period of time.
  • Customer Experience59% of customers prefer communicating with companies via SMS. It is the most preferred communication channel as it allows customers to answer at their convenience therefore achieving higher response rates.
  • GreenThe majority of postal surveys are ignored and if customers are conscientious they may recycle the paper.
  • Business CaseSurvey letters cost in the region £4 with less than a 10% success rate, Boomerang intelligent SMS response rates can be as high as 80% with greatly reduced costs.