Kampyle Feedback Solution captures and forwards feedback in real time based on custom business rules and priorities. As a result, customer issues can be addressed and solved faster by the relevant stakeholder.
SurfStitch is one of Australia's leading online retailers. Specializing in surf equipment and accessories, the company has rapidly grown its offering to include apparel and other items, in a broad range of fashions and styles.
As an online retail pure-play, SurfStitch recognized the need to provide an overall user experience that exceeded the expectations of their visitors. Discovering issues faced by visitors with any aspects of the website, product, pricing or delivery, was essential in achieving this goal.
However, SurfStitch found it challenging to induce visitors to share their experience and feedback with them. A focus on capturing every conversion opportunity also required a system that would allow sales, marketing and customer support to reach out, as appropriate, to all visitors - whether happy or otherwise.
Using Kampyle's unobtrusive, intuitive and user-friendly feedback solutions, SurfStitch was able to increase customer feedback by 70% and capture contact details from over 30% of their feedback providers.
By employing Kampyle's feedback tagging, SurfStitch could breakdown and segment feedback based on criteria such as returning customer, pricing, delivery, product details, web site content, processes, general navigation and more.
The segmented data could then be intelligently routed, in real-time, to sales, marketing or customer support for the appropriate follow-up.
Last update: 27, December 2011