ownerlistens overview
DESCRIPTION
A quick overview of OwnerListens and how it helps businesses increase customer satisfaction, improve employee performance and prevent negative reviews on sites like Yelp, TripAdvisor, Facebook, Twitter, FourSquare and Google Customer service has gone mobile and the best way to communicate on mobile is through text messaging and instant messaging. It's fast, efficient, and personal. With OwnerListens texts & IMs from your customers are tagged with a micro-location and then routed through our smart engine to the best staff member to reply to your customer. Customers love it and it saves you money on customer service. OwnerListens to the Rescue is a light hearted presentation of a few case studies. Are you texting with your customers yet? Contact us to find out how to: Provide excellent customer experience using a tool consumers appreciate. Salvage revenues before customers leave the store or give up on a phone call. Prevent negative online reviews by routing them to a private texting channel. Make sure your employees are living up to your standards. Hold them accountable with location aware reports. Save money on customer service staff. A typical employee can handle 3-5 texts in the time it takes to handle one phone call. Use cases: Hotels, Retail, Healthcare, Food & Beverage, B2B, Consumer Products Have your own app? We have an API. Questions? Comments? [email protected]TRANSCRIPT
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product demo
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about ownerListens OwnerListens enables businesses and consumers to communicate directly, privately and securely via the world’s preferred communications method: instant messaging
We believe direct communication is key to engendering trust between buyers and sellers and it is also a more efficient way to communicate.
Whether it's questions, orders, complaints, or suggestions, it's easier to have a chat than to spend time on the phone or exchanging emails.
Make a personal connection. Enable customers to text you just like they text friends and family!
Next: How it works...
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the customer sends an sms or uses the free app1
O W N E R L I S T E N S D O E S N O T S H A R E Y O U R N A M E O R P H O N E N U M B E R
TAKE A SIP AND TELL US WHAT YOU THINKTEXT FEEDBACK TO: 415-555-55553 1 0 1 2 4 T H S T . S A N F R A N C I S C O
Next: step 2...
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ownerListens protects the customer's personaL info & deLivers the message to the owner or manager
2
Next: step 3...
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the business responds in reaL time, privateLy3
Next: maiN beNefits...
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main benefits:
Prevents negative online reviews, increases online
ratings
Improves employee performance
(like “how’s my driving?” for brick & mortar)
On the spot customer recovery. Save a sale before
the customer leaves
Customer has a convenient direct channel to the business to continue the relationship beyond
the initial interaction
1 2 3 4
Next: upgrade packages...
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upgrades:
marketing tools: Continue the relationship with the customer - generate a positive social media post, recruit customers to loyalty programs, ask customers for testimonials, use customer data to personalize offers
multi-location: Routing to multiple managers, immediate escalation, auto-replies, permission levels, analytics
micro-location support: Know exactly where in the building the message came from to get to customers faster using less staff. With iBeacons we can anticipate customer needs before they even complain. For example, if lines are long and a customer has been waiting, we can automatically send a discount or a fun video to watch while they wait
Next: multi-locatioN dasHboard...
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muLti-Location reaL time dashboard
Next: multi-locatioN aNalytics...
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anaLytics by Location, area, industry
Next: marketiNg upgrades...
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upgrades:
marketing tools: Continue the relationship with the customer - generate a positive social media post, recruit customers to loyalty programs, ask customers for testimonials, use customer data to personalize offers
multi-location: Routing to multiple managers, immediate escalation, auto-replies, permissions levels, analytics
micro-location support: Know exactly where in the building the message came from to get to customers faster using less staff. With iBeacons we can anticipate customer needs before they even complain. For example, if lines are long and a customer has been waiting, we can automatically send a discount or a fun video to watch while they wait
Next: service ratiNgs...
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Next: offers...
coLLect a customer service rating or net promoter scoreIf the score is low, OwnerListens can send an alert back to the manager
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Next: social media eNdorsemeNts...
if the score is high, you can ask customers to join an offers or LoyaLty program Ownerlistens works with most loyalty programs
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Next: customer profiles...
or generate a sociaL media testimoniaL
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personaLize offering based on customer data
Next: micro-locatioN upgrades...
Steven
Steven’s Social Profiles:
Been to this location: 8 times in 90 days (top 25%)
Been to your other locations: 10 times in 90 days (top 20%)
Average rating for this location: 5.6
Average rating for your other locations: 6.7
Details: Average time in store: 20 minutes
Most common day: Wed, Thurs, Mon
Liked on Facebook: Yes
Opted into marketing: NO
For previous conversations with this customer Click hereAverage customer service rating, all industries: 8.2
Note: customer's private info is collected on an opt in basis. Customers may revoke at any time.
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upgrades:
marketing tools: Continue the relationship with the customer - generate a positive social media post, recruit customers to loyalty programs, ask customers for testimonials, use customer data to personalize offers
multi-location: Routing to multiple managers, immediate escalation, auto-replies, permissions levels, analytics
micro-location support: Know exactly where in the building the message came from to get to customers faster using less staff. With iBeacons we can anticipate customer needs before they even complain
Next: wHat are beacoNs...
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what are ibeacons? iBeacons are micro location sensors that enable apps to know where a mobile phone is at an accuracy level of 5 feet.Knowing the exact location of customers, we can send them notifications based on their location to deliver faster service and recover customers before they leave the store.
example use cases:
- We detect a customer has been waiting long in line, and automatically send a discount or a fun video to watch while they wait.
- If a customer has spent time by a valuable item, we send them an offer for that item to convince them to buy or a notification to a sales person to go towards them and bring the sale home.
- Customers can order directly from their seat and we tell the kitchen and the server where to deliver the order to.
Next: ibeacoN example...
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OwnerListens monitors iBeacon data
When we detect a relevant event, such as a customer waiting in line too long, we
trigger a message A free game or fun video makes
waiting in line much more pleasantNext: priciNg...
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pricing: a package for every pocketA variety of packages and bundles are available to meet the needs of businesses of every size, industry and geography. Contact us and we'll find a package that's right for you: 650-308-8423
Bulk pricing is available for customer service and online reputation consultancies.
Reseller opportunities are available for select territories.
Next: get iN toucH...
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contact us to Learn more about deLighting customers with ownerListens
[email protected] 650-308-8423 646-681-4968