A client aims to improve their employee training experience calls on Abacus to improve employee understanding, make finding internal data easier and more informative.
Overview
Goal
A client aims to improve their employee training experience calls on Abacus to improve employee understanding, make finding internal data easier and more informative.
The company narrowed down two options to get user feedback: make the feedback process painless or incentivize it.
Initially, they tried the latter. An employee was tasked with manually sending out a feedback form to all customers who had completed an online order every day. Although customers filled out the forms, much of the feedback was, effectively, useless. Customers simply did not want to give constructive feedback in greater detail than: “the food was good.”
We spoke with the CEO to figure out how we could help and came up with a solution for their company’s feedback problem.
The Need: Make the feedback process faster and more efficient.
The Goal: “Our aim is to easily locate order details, contact the customer immediately and solve [their] concern. In this industry, [as in any], there are bound to be mistakes. TARS help[ed] us deal with those mistakes in a fast and organized way and help[ed] us provide great customer service to our customers.”— Founder and CEO
The Abacus Effect
Thanks to Abacus, the company can now get usable customer feedback within 20 seconds of product consumption, allowing them to improve efficiently. They have seen a marked increase in the quality of feedback and negative reviews, which would have otherwise been posted to review sites, now come in through the TARS [Ababcus] platform.
As an added benefit, TARS’ [Abacus] automated forms are sent out immediately after an order has been delivered to avoid unnecessary manual labour and provide consumers with an instant outlet for their feedback.
