• diagnostics
• alerts and monitors
• tracking and benchmarking
• instant user support
• integration

Instant User Support

To help you retain customers and promote user loyalty, OpinionLab can instantly respond to customer comments with support specific to their feedback.

Our data shows that if a user submits 2 – 3 negative comments and finds no resolution during a website visit, they will probably leave and never return. But if appropriate help is offered when customers click Submit, they will stick around. And they’ll appreciate your responsiveness.

That’s where our instant user support comes in.

How It Works

This system anticipates and solves customer problems in real time through instant interpretation of both contextual data and open-ended comments.

For example, let’s say visitors with low screen resolution have a hard time finding an important button on product pages. You know the problem exists. But while you’re working on a redesign, you receive comments every hour from frustrated users.

So, you set up a real-time intervention on product pages: in a few easy steps, you customize comment cards to recognize certain key phrases in feedback from customers with low screen resolutions.

When those users click Submit, they receive a customized thank-you message that directs them to the button they had trouble finding.

It’s on-the-spot support based on customer needs.

Instant Support & Marketing

Since we’re passionate about voice of customer, we listen to our own clients. And they’ve revealed more possibilities for this tool than we ever could have anticipated.

Many OpinionLab clients augment instant support by providing

• Suggested solutions to possible problems
• Customer-service phone numbers
• Automated keyword searches
• Links to live chat
• Interest-specific discounts
• Preferred-client promotions

Instant user support also helps companies target marketing efforts toward engaged customers with specific concerns.