Frequently Asked Questions

As the customer base for many organizations in becoming increasingly multi language, it is essential to be able to capture the feedback from non-English speaking customers.

You can easily offer your organization feedback pages in as many languages as you deem necessary. Here is an example.

BGi solutions differ from Yelp and other social media in a number of ways:

  • You resolve your customers’ issues through private dialogues with individual customers, rather than through a public forum.
  • Your organization addresses issues in real-time vs. typically long after-the-fact through social media.
  • Your staff and managers receive customer feedback that is relevant to them rather than them having to visit Yelp or  other social media sites to see feedback posted for your organization. In other words, with our solution feedback is “pushed” to the right staff, instead of the staff “pulling” general feedback. Therefore, it enables managers and staff to take action on issues as they arise.
  • By quickly acting on customer issues and “closing the loop” with customers, you will significantly improve your customer satisfaction, while improving your operational effectiveness and your revenues.
  • We are capable of capturing customer feedback at more granular level (for example for specific staff member, locations, functions or products of your organization) than Yelp.  Therefore, staff and managers can be praised for positive customer feedback or being coached when customer service issues arise.
  • We provide your management and staff with benchmarks to examine the trends of customer satisfaction among products, services, locations and staff so their efforts can be focused on where improvement is most needed.

The traditional means for organization to gather customers’ feedback is either through customer surveys or through “mystery shoppers”:

Most surveys consist of long lists of questions in areas deemed to be important to customers (typically these questions developed through customer focus groups). However, generally there are only one or two areas that influence a given customer’s perception. As such, customers don’t like answering all the other questions that are not important to them, that on which they did not form any opinion, or that they did not get exposed to as part of their experience. Our solutions, on the other hand, capture the customers’ feedback at the “touch points” that are important in forming their perception of the quality of the service or the product that they receive. While each customer provides his/her quick feedback on a specific customer touch point, the decision makers can focus on improving performance on the touch points that are not viewed favorably by customers.

Because of the length of traditional surveys, they have to be typically filled out on a desktop or a laptop. Our solutions enable customers to use their mobile devices to provide feedback by scanning a QR code or typing a simple URL.

It takes about 30 seconds for a customer to provide feedback through our solutions vs. anywhere from 5 to 15 minutes for traditional surveys.

Generally the results of traditional surveys are made available to managers in the organization periodically (weekly, monthly, etc.) Managers generally view these reports of little value as many opportunities to address issues are passed. Our solutions provide comments and trends to the appropriate staff and managers in your organization in real time at all times. Furthermore, with the ability to send alerts, staff and managers are empowered to address issues raised by customers in an unprecedented speed. Many surveys ask questions (e.g., about age, income, e-mail address, etc.) that may be perceived intrusive by many customers . A customer does not have to leave any personal data to provide feedback to an organization through our solutions.

The feedback page for your customers see has to represent key aspect of your organization from your customers’ perspective. As such, you can practically customize every aspect of your organization feedback page with your logo and with your own wording and graphics.

BGi has always recognized and respected the confidentiality of clients data. BGi will not divulge specific customer feedback information obtained from an organization to other entities. BGi can help your organization to make your customer feedback available on the internet, if you choose to. BGi may use statistical aspects of customers’ feedback data from an organization (e.g., the overall improvement rate) without identifying the organization. Such sharing of improvement efforts will help client organizations to become more familiar with effective practices leading to improvement of customer satisfaction.

 

We also respect the privacy of our clients and their customers, as documented by our Privacy Policy.

Our Software-as-a-Service (SaaS) delivery model is essentially based on “pay as you use”. The use of our solutions is covered by our BGi Apps Agreement.

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