“We would love to get your feedback about your Social Media experience.”
Focus Feedback is active in various branches, sectors and organizations. We are happy to support wherever we can and we were asked by BSH to help gather feedback on their social media. In particular, feedback about a chat function with which they help their customers.
Our answer to their question: of course! We will get started right away!
BSH is operational all over the world and each country has its own way of communicating with customers, so a lot of customization is required and we are happy to help with that.
BSH customers can ask their questions via a chatbot. They can then go to the website of the product or service they have a question about. The questions range from the schedule of a repairer visiting to a technical question about a product. Sometimes these are questions that are answered immediately with an automatic response, and other times an employee may come to the rescue. In both cases, the customer will receive a link to a Focus Feedback survey at the end of the chat conversation. We ask the NPS question, what could be improved and what went well.
The chat function is now used in a number of countries, and soon the whole world can use the chat function of BSH that meets the requirements of all users as well as possible. The answers from the surveys are firstly used to optimize digital customer contact.
This way BSH can increase their customer satisfaction and thus their NPS even more!
That makes us happy.