Making Customer Service Real and Actionable

ESP 360 is a low-cost instant customer feedback and service recovery solution that monitors customer service within an organisation. It allows your customers to provide instant feedback about a service or product they have purchased using a SMS/text message on their cellphone.

This enables business owners to continually monitor customer satisfaction levels, identify areas for improvement and immediately assist dissatisfied customers. Workflow management tools allow for responses received to be redirected to relevant people within the organisation for further action to be taken. 

A prize engine can also be included to incentivise respondents to submit their evaluations. A Customer Satisfaction Index is created to measure and track CSI scores over time. ESP 360 is provided as a hosted service requiring no hardware, software or IT skills by the user. It can be rapidly deployed for specific campaigns or as part of longer CRM programmes.

In addition to cellphones, it fully supports and integrates all customer communications channels into a single service:

• web
• e-mail/BlackBerry
• IVR
• manual entry