CHANNELS
Digital
We are the world’s first customer feedback platform that offers insights across all channels and allows you to translate them into actionable change.
SMS Feedback Management for Actionable Insights
SMS
Text messaging (SMS) is an effective way for organisations to acquire customers’ feedback
According to a report by Mobile Marketing Watch, mobile penetration has reached 95%. With 9 in 10 adults owning a cellphone and 72% of smartphone owners report that they check their phone at least once an hour, text messaging (SMS) has become the communication preference of the majority of mobile users. An average of 31% of consumers will respond to a survey via SMS with the average response time for users being just over five minutes. hiveCFM can harness this swift turnaround to collect quicker responses and increase the rate and the accuracy of your SMS channel for actionable insight and business growth.
SMS Campaigns
Hivecfm user clicks to publish a campaign to send SMS to customers after which SMS with the link is sent to customers instantly.
Benefits
- Targeted ad hoc personalised surveys
- Gather customer experience feedback
- Increased satisfaction and understandability.
SMS Post interaction Campaigns
Survey link is automatically sent to the customer via SMS upon customer email (or any other set channel) interaction with the agent has ended. The link will open the survey web page powered by hiveCFM.
Benefits
- Fast and automated service
- Limitless options to create the right survey at the right time
- Increases satisfaction, loyalty, and reduces the risk of
survey fatigue
Turn Twitter Customer Feedback into Actions.
As of the second quarter of 2021, Twitter had 206 million monetizable daily active users worldwide, making it essential for businesses to tap into this channel by including it in their customer feedback loop.
Hivecfm ensures that your business can utilize Twitter feedback to the best approach that fits your organization.
Feedback Experience.
Twitter Post interaction Campaigns
The survey link will be sent as a direct message. The link will open the survey web page powered by hivecfm.
Benefits
Collect input from customers on service quality and then share data so that service improvement can happen more quickly.
Discover Customers’ Perception of Your Brand
Website
Understand your customers’ perception of the website & brand. Use the insight to drive strategy and boost engagement according to customers behaviours.
Deploy survey templates or build & create several new surveys from scratch to gather insights easily & beautifully, by customizing the look and feel of each survey to fit the customer’s experience.
Campaign: Feedback tab, Webform
Customers click on the feedback tab or go to the webform to provide feedback/ complain
Who can use the solution
- Online shopping post-purchase
- Customer behaviour on the website
- After submitting a request/ complaint
Post interaction: Auto Survey Pop up
Customers click on the feedback tab or go to the webform to provide feedback/ complain.
Benefits
- Keep an open channel of communication.
- Contributes to business growth
- Improve customer experience
Insightful Email Feedback Loop
Whether embedded, direct or redirected, email feedback is crucial for business for various reasons :
- It helps CX employees and marketers understand the problems that customers
- face when using their products.
- It allows a company to expand their audience base
- Enables businesses to develop their products and services.
- Contributes to building customer loyalty throughout the customer journey.
Campaign
Hivecfm user clicks to publish a campaign of personalised email surveys. An email with a link is sent to customers instantly.
Benefits
A traditional cost-effective way to collect many responses in no time to better understand your customer’s needs and behaviour.
Post interaction Email Campaigns
The survey is automatically sent to the customer when the customer email (any other set channel) interaction with the agent has ended
Benefits
Helps to collect real-time experience data to measure satisfaction and effectiveness of service
Request for startup