Project Name
Maximize Customer Satisfaction with Automated Feedback Collection & Reminders Using Lead Manager Ninja
Feedback response rate increased by 45%
Customer satisfaction improved by 50%
Overview
Our client operates as a talent hub organizer company in India. It bridges the gap between Indian artists and event organizers including wedding planners, corporate event coordinators, and cultural festivals. Artists range across diverse backgrounds – from musicians and dancers to visual artists and performers. The client’s mission is to maximize customer satisfaction by offering tailored services and creating memorable experiences. They leverage Salesforce to manage artists, leads (event organizers), marketing, and other operations.
Challenges
The primary challenge encountered by our client was the inability to collect testimonials or feedback from event organizers on the client’s service and on an artist’s performance. This was due to:
- Lack of Automation: The client did not have any solution to automate messages for feedback collection and reminders.
- Overwhelmed Service Team: The client’s service team was so busy that it was not possible to collect timely feedback from customers and send follow-up reminders.
- Limited Performance Evaluation: Without feedback from event organizers, our client was not able to evaluate artist performances accurately.
- Difficulty in Artist Recommendation: Lack of artist performance insights, the client was ineffective in recommending artists for specific events.
Solution
We implemented our Salesforce SMS app, Lead Manager Ninja, enabling the client to automate feedback management. They were able to automatically send messages for feedback collection and schedule reminders to submit feedback.
- Automated Feedback Requests: Our app automatically sent feedback request messages via WhatsApp & SMS to customers (event organizers) upon the conclusion of events.
- Scheduled Reminders: The client scheduled timely reminders to customers who have not yet submitted their feedback. This ensured high response rates from customers.
- Track Customer Engagement: Our app captured customer feedback and saved it in Salesforce. This enabled the client’s internal team to review feedback and respond if required.
Qualitative Results
Before: 40% feedback response rate
After: 70% feedback response rate with timely feedback messages & reminders
Before: Manually sent messages for feedback collection & reminders
After: Automated the delivery of feedback collection messages & reminders
Before: Customer satisfaction score averaged 60% (equivalent to 3 out of 5)
After: Customer satisfaction score averaged 90% (equivalent to 4.5 out of 5)
Before: 50% artist retention rate with no feedback
After: 75% artist retention rate with development opportunities using feedback
Before: Less revenue due to low client retention rate
After: High revenue with tailored services and high client retention rate
Boost Customer Satisfaction & Retention Rate with Automated Feedback Management Using Lead Manager Ninja!
