(PRWEB) April 5, 2009
eCustomerRescue fits into eDigitalResearch's existing online survey system and allows swift identification and reaction to feedback given by dissatisfied customers, alerting the organisation if someone posts negative feedback which requires contact from the company and allowing them to resolve the issue as soon as possible. The whole process is completely secure and customers are fully aware that they may be contacted when posting their complaints within the survey or online forum.
"Word of mouth is one of the most powerful influencers of purchase decisions and it is becoming increasingly important as consumers interact more and more with each other online" comments Head of Research, Derek Eccleston. "It is frequently quoted that unhappy customers tell up to eight other people about their bad experiences, whereas happy customers will only tell on average five. Therefore, responding and retaining customers is far more profitable than gaining new ones and given the economic climate, it has never been more important. Every organisation, no matter how good they are at the service they provide, will have customers who have a less than favourable experience. When this does happen, eCustomerRescue can give organisations a chance to respond and try and mend a relationship, instead of making it worse by not responding."
The system can also be built into an end-to-end workflow tool so that an organisation can monitor how a customer is handled following a complaint. eDigitalResearch is currently trialling the software with some major brands, with initial results proving very favourable. For more information on eCustomerRescue, please visit: http://www.edigitalresearch.com.
For further information, contact Vicky Wilson on: 02380 215380 or email Vicky(at)merchantmarketinggroup.com
eDigitalResearch is a leading provider of digital market research, enabling customers to make critical business decisions with the benefit of comprehensive consumer insight and informed direction. eDigitalResearch possesses a unique combination of research expertise, marketing background, web technology and knowledge of the cross-channel consumer. As well as providing invaluable research data, the modules of its fully integrated research system - ratings, surveys, panels and forums - can combine to provide holistic analytics and essential market-leading insight. This gives clients the power, confidence and backup to make crucial decisions on key aspects of their business including product range, marketing, customer service, supply chain, even basic positioning. For further information visit http://www.edigitalresearch.com