Capture more real-time feedback in your stores, easily identify customer insights and follow up with unhappy customers, all from one simple tool. 

 

Problem

According to Gartner, customer experience (CX) is the new competitive battlefield, but capturing real-time in-store customer feedback is challenging.

Without that feedback it's difficult to gauge how individual stores are performing in terms of CX. 

Without that feedback you do not know where to invest your time and effort in terms of training.

Without that feedback dissatisfied customers are walking out of your stores vowing never to return. Worse still, you don't know why and can't do anything about it.

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Solution

 

By leveraging the messaging apps consumers already have on their phones, ServiceDock captures more actionable real-time customer feedback in retail stores than any other solution. Our clients have reported survey engagement rates as high as 38% in individual (high touch) retail stores. Our platform is purpose built to cater for the specific needs of multi-unit businesses. We help you improve CX by enabling you to:

Capture More Feedback

Capture more store-specific feedback via the messaging apps consumers love using. We've recorded in-store survey engagement rates of up to 20%. 

Benchmark Store Performance

Benchmark store performance in real-time using our intuitive dashboard. Store managers can log in & see how they compare to the group benchmark.

Improve Digital Customer Service

Answer queries & build loyalty with local customers via messaging. Each location has it's own dashboard while head office can see everything.  

Identify Customers and Personalise Interactions 

Capture details from in-store customers & even browsers to identify missed sales opportunities. Use data to personalise future interactions.

Ready to hear from your customers? Book a ServiceDock demo.
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Benefits

Why choose ServiceDock as your Retail Customer Experience Management Platform?

Improved Groupwide CX Culture

Role-based permissions mean the appropriate data is made available to the right staff to help build strong CX culture throughout the organisation.

More Actionable Customer Insights

Our dashboards & artificial intelligence surface actionable insights to help you put the customer at the heart of your decision making.

Turn Detractors into Promoters

Real-time messaging means you can quickly close the feedback loop & address problems before they're posted online or shared with friends.

Build Customer Advocacy

Generate referrals by following up with customers after they visit, or use our request a review feature to improve online ratings.

New Marketing Channels

Tools that capture email addresses & phone numbers help you grow your marketing lists while also opening Messenger as a promotional channel.

Match the Digital Customer Service of Online Players

Messaging & case management tools help stores match the digital customer service offered by online players. Outdo them with great instore CX.

Increased Customer Loyalty 

Store benchmarking & other features help improve CX across the chain. Fewer bad experiences results in reduced customer churn.

Lower Employee Turnover

Fewer customer complaints & positive feedback make your stores better places to work. Reducing employee turnover saves you money.

All-in-One Solution

Combining customer feedback & service in one platform saves you money & keeps all your data in one place.

See What Our Customers Are Saying

Some of the retailers using ServiceDock

"We had been using SMG (one of the larger CEM platforms) to capture feedback in our stores but our customers simply weren't engaging with the survey in sufficient numbers due to a number of on-going issues. Since rolling out ServiceDock’s system we have seen a 3X jump in survey completions and it is so much easier to follow up with customers than it was before. Both store staff and management really like the admin and reporting functions and as a result, the teams are more engaged and enthusiastic in this key focus area for our business."

Ben Ward, Commercial Director Mothercare - ServiceDock Testimonial and Review

Ben Ward

Commercial Director, Mothercare

ServiceDock Delivers Strong ROI

We help you improve your understanding of customers while building rapport between stores and the local community. Book a demo today to see how ServiceDock can improve customer satisfaction and loyalty while attracting more customers to your stores.

Ready to hear from your customers? Book a ServiceDock demo.