Empathica and ServiceCheck Partner to Deliver Integrated Customer Experience Management Solution

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The Empathica-ServiceCheck offering provides greater customer insight and actionable data for retailers.

"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"

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.

About Empathica:
Empathica provides Customer Experience Management programs to more than 200 of the world’s leading brands, ranging from multi-unit retailers, to banks and restaurants. Its rich analysis of survey data using state-of-the-art surveying and dashboard reporting software allows for performance-improvement solutions, evidence-based marketing insights, and customer experience management consulting. Annually, Empathica’s 30 million customer surveys in 25 languages reach more than 70,000 locations. A privately-held organization, Empathica is headquartered in Mississauga, Ontario, Canada and also has offices in Birmingham, England and Alpharetta, GA, in the United States. For more information about deriving actionable insights that enhance a brand’s operational excellence, visit Empathica at http://www.empathica.com.

About ServiceCheck:
ServiceCheck, a Sertec company, increases profits and brand loyalty through Full-Cycle 24/7/365 Customer Feedback and Retention Solutions. ServiceCheck retains dissatisfied customers and measures the complete customer experience, providing clients with real-time actionable information to improve operations. The original innovator of live-answer customer feedback and recovery in the restaurant industry, ServiceCheck now serves over 1,000 clients representing leading brands across diverse retail industries, such as restaurants, grocers, convenience stores, department stores, movie theatres, and automotive stores. Sertec is a privately held company headquartered in Atlanta, GA. For more information about ServiceCheck’s solutions, visit http://www.servicecheck.net.


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Lauren Eichmann
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