Talk Back Presentation Web-email

Need of Customer Feedback  Customers are ultimately the ones responsible for paycheck. By knowing more about your customers demographics, their needs, taste & preferences, you can tailor your products and services to better meet their demands. This will ultimately lead to greater success in sales.  In a service oriented business like E-commerce solutions, Retail, Resorts, Hospitals etc, feedback collection and working on to improve the business is a continuous process to stay ahead of competition and avoid losing valuable and repeat customers

 Market Researchers have revealed that a company’s very satisfied customers were six times more likely to repurchase products over a span of one to two years than were ‘merely satisfied’ customers.  Proper & timely feedback on product quality, service quality, customer care, customer support, order execution, overall satisfaction can bring in major improvement in sales as well as reduce the chance of losing a valuable customers.. Page  2

“Capture Feedback where it originates before it becomes public”

Pain Areas  The traditional feedback collection process is a manual- paper forms and pen based which has many inherent limitations: – It is difficult to transfer the data from a paper to a proper system – NO business analysis software as the system is manual & time consuming – Not up to date or real-time data – Customers do not enjoy the experience of filling up these forms and do not see the benefit of it to them, hence very seldom an organization gets a correct feedback – Sometimes these forms are misplaced leading to loss of vital information – Sometimes, forms are tampered to hide the facts – Many times, these forms do not reach the right authority who is responsible for service improvement – Many organizations do not have a proper data analytics software to gather useful business information and take necessary action – A great many organizations which gather customer feedback do nothing with the information they've obtained as they really do not know how to analyze the data – There is no consolidated information/feedback/Satisfaction report for all outlets to the Page  3management

Pain Areas  There is no way to find out how an organization is doing with respect to customer expectation on month on month basis or year-on-year basis other than sales performance.

 There is no way to find out how your various branches are doing with respect to customer satisfaction and need other than top-line and bottom line.

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How ‘talk-back’ works?  Feedback request can be generated over email or can be collected through an online link.  Customers go through the browser based questionnaire and input their feedback on the questions that can be structured to prompt the customer for the right kind of information  The feedback metric is collected transferred to the pre-configured remote server instantly without any user involvement  Remote server collects the data, do munching and generate useful business information about service, product quality  The concerned authority can view the report at any time sitting anywhere in a very intuitive graphs like Page  5 pie and charts by just login to the web.

Reports to Management  Monthly/Quarterly report of number of feedback received for specific service, period and specific or all locations  Monthly and Quarterly report of average rating for a service, specific location or all locations  Monthly and Quarterly report of feedback comments for a specific service at a specific or all locations

6 5 4 3 2 1 0

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Food Quality Customer Service Delivery Time

Reports to Management 1. Feedback Trend analysis report for a service at a specific location or all locations for any parameter 2. Average rating for a particular user for a specified period for a specified parameter 3. All the feedback can be viewed in pie-chart, bar, line & column format as required by user by login. 4. KYC Reports: Know your customer details like age, region, place, demo graphics to target your advertisement to maximize sales.

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Know Your Customer- A powerful tool to enhance sales  Know who your customers are, their age, gender, geographic location, marital status, ethnicity, and income – customer demographics  Where your customers live, and how likely they are to purchase the product or service you are selling  Your best prospects are your existing customers, and profiling provides a powerful tool for gaining greater share of each customer’s wallet.

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Client Sample Questions-1

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Client Sample Questions-2

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Client Sample Questions-3

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Client Sample Questions-4

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Offerings: Products and Services  Products – Feedback collection system along with web-based business intelligence system – Know your customer(KYC) module

 Services – Feedback question design: Develop right questions to get the most out of your customer. Our team of experts can analyze your business and come up with right questions to ask your customers to improve your business. – Front-end client customization as per your branding strategies: Our creative team can design the look and feel factor meeting your branding strategies to give a unique feeling to your customers

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Client Engagement Model

 No upfront investment on software: Monthly subscription service per device. Pay as you use.  Customization Charges(optional) : The questions and art work can be designed by our internal design team or can be done by you at no extra cost.  Training Charges(optional): Client can appoint an internal IT person who can be trained to train individual users at the site. This can also be outsourced to us.

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Our Competitive Advantage

 End-to-End solution right from designing questions, device layout to configuration and training to the user per site.  Web-based solution: Reports can be accessed anywhere giving you flexibility to access as per your wish.  Freedom to modify questions as you desire: This is helpful when you want to add a new service to one outlet and see the report before rolling out completely.  Central Customer Database: A central repository of customer database with us can save your customer hassle of giving his personal information again and again.  Can be deployed anywhere and everywhere: Easy configuration and usage

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Our Customers

JEWELEX INDIA PVT. LTD, DELHI

KERALA CHILDREN’S LIBRARY, TRIVANDRUM

CONVERGYS, HYDERAB AD

SRM UNIVERSITY, CHENNAI

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PS: The above customers are for our other solutions

KERALA STATE LIBRARY, TRIVANDRUM

AIRTEL, DELHI

Our Customers

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PS: The above customers are for our other solutions

Thank you Talk-back Solutions No. N-2, 3rd floor, LIC Row, 24th Main Road, J.P. Nagar Ist Phase Bangalore – 560078 Tel: 080 – 41208778, Fax: 41214719 [email protected]