Customer Highlight :: Opiniator
April 5th, 2011 by cmatthieu
Most businesses have a customer defection issue where customers try the product, service or venue once, never to return. This has a massive cash impact on the business as new customers need to be recruited to replace the ones that leave. More worryingly, most businesses have no idea why customers defect so they cant repair whatever is broken in the offer – so customers continue to leave
This is the problem that Portland based, Opiniator is helping solve and is using Tropo as its backbone technology.
Businesses can now collect point of experience feedback from their customers whilst they are consuming the product or experiencing the service. They do this via SMS, voice or any internet enabled device – via Tropo, on the customer’s own cell phone or web enabled device.
Opiniator takes this feedback data and analyzes it in real-time, whilst the customer is still there. This means that the business can fix any issues, salvage any customer and ensure the offer is satisfying the needs of it’s customer base.
Founded by Matt Selbie, the company launched in 2009 but switched to Tropo earlier this year. Retail, Financial Services, Medical, Auto and Events are the key markets for the company – with current clients including Planned Parenthood and the Oregon Convention Center.
“The big benefits are that the business is getting analyzed feedback on what the customer is experiencing right there and then – which means they can fix, adjust and implement based on real data, not guesswork and Tropo’s platform allows us to do this quickly and with scale using a variety of convenient methods for the customers” – Matt Selbie, Founder
Related posts:
