HappyOrNot’s New Service Alert Helps Companies Fix Customer Service Faster Than Ever
HappyOrNot's new service feature Real Time Alerts revolutionizes the speed in which companies can react to and fix customer dissatisfaction.
HappyOrNot® has today announced the worldwide release of its Real Time Alerts feature, the world’s first fully wireless and instantaneous customer dissatisfaction alert notice. HappyOrNot, the global leader in continuous customer and employee satisfaction improvement with its feedback collecting smileys and web-based reporting service, understands the increased need of companies to react to service issues immediately in order to avoid escalation.
“Companies save time, money, and reputation, by fixing a problem as soon as it happens,” says Heikki Väänänen, CEO and Co-founder of HappyOrNot. “With Real Time Alerts, the fact that companies are alerted within minutes of service decline means that they also get enhanced control to maintain high customer service levels.”
The new feature is an add-on to the HappyOrNot service which immediately alerts clients throughout operating hours when the percent of unhappy customers increases above a set value. The added value is the ability for immediate reaction to issues in order to combat service decline and improve happiness levels, fast.
Performance and Functionality
Real Time Alerts is a new feature which works seamlessly with HappyOrNot’s globally recognized and trusted Smiley Terminal™. The beauty of this feature, like the HappyOrNot service, is its simplicity. The alert operates by automatically generating and sending client users, within minutes, an email notification if the negative feedback response rate at a specific location exceeds a preset value.
The preset value is based on two criteria: 1) the percentage of negative responses; and 2) a timeframe. Each criterion is customizable to the needs of the client, and easily changeable within HappyOrNot’s already familiar and easy-to-use reporting service.
Better Customer Relationship Management
“Clients that use our service are doing so because they are very committed to their customers’ happiness and service performance, so when they experienced increasing demand to react more quickly to drops in satisfaction, we responded by developing this feature which does just that!” says Väänänen.
There are 3 key reasons why immediate awareness of satisfaction decline is business critical:
- Accelerates reaction time to drops in satisfaction
- Minimizes the duration of dissatisfaction to maintain better service levels
- Optimizes resource allocation
Any company that considers customer satisfaction a KPI and cannot afford to have even small drops during the day, serves a large customer-base during a short period of time, or has the need to instantly direct resources throughout the workday hours, will benefit from the HappyOrNot service with Real Time Alerts.
Marketing Communications and PR Manager
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