The Empathica-ServiceCheck offering provides greater customer insight and actionable data for retailers.
Atlanta, Georgia, United States – September 28, 2010 – Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to many of the world’s most respected brands, announced today that it has partnered with ServiceCheck, a provider of customer service monitoring solutions. The partnership will further enhance Empathica’s existing CEM programs by offering an additional conduit for customer feedback by seamlessly integrating with ServiceCheck’s Customer Feedback and Retention solutions. This unified platform will allow retailers to promptly address customer satisfaction and dissatisfaction with a level of actionable customer insight unparalleled in the industry.
While CEM stakeholders in the organization will continue to receive operational reporting from each solution, they will now have the benefit of holistic visibility and insight into their entire customer base within specifically configured balanced scorecards. For example, the Empathica Web and 1-800 phone surveys will identify “at risk” customers and give retailers the option of having information passed to ServiceCheck for immediate outreach and problem resolution.
“We are looking forward to our partnership with Empathica, as it will help further drive a culture that is oriented to servicing the customer’s needs,” said Jeff Sherrill, VP of Sales and Marketing at ServiceCheck. “We’re giving retailers a highly accessible feedback mechanism for ensuring their customers’ voice is heard. They can now evaluate and act upon customer experience insight to better deliver on their brand promise.”
With the integrated Empathica-ServiceCheck solution, retailers can increase customer retention to improve bottom and top line results while driving gross margin improvement and sustainable revenue increases.
“To a patron there are no lines of business. They see the brand and have the choice to patronize it or not. This makes it essential to nurture the relationship with highly satisfied and loyal customers so they become brand advocates,” said Steve DeBacco, Executive Vice President of Worldwide Sales and Business Development at Empathica. “Partnering with ServiceCheck gives our clients the opportunity to immediately address customer concerns as feedback is provided. Delivering upon the brand promise to customers every day, across all channels, is paramount to driving loyalty and advocacy.”
The Empathica-ServiceCheck offering will officially be released during the 2010 Multi-Unit Foodservice Operations Conference (MUFSO) at the Gaylord Palms Resort in Orlando on October 3-5. Empathica will be exhibiting at booth number 73, and ServiceCheck at booth number 64.