Déménagement Sam Denis optimizes its customer experience with InputKit!

Déménagement Sam Denis

employees

branch

Residential and commercial moving

Industry

Magog and Quebec

Areas

number of Google reviews collected per month

62%

response rate (by text)

+3.

Nps increase

The solution

24 hours after the move, a satisfaction follow-up is automatically sent to the customer by SMS. Automation is possible through a connection to the iCloud calendars of the movers.

When a problem or an unhappy customer is detected, the business manager is notified and can act proactively, before the situation escalates.

The latter also assesses its employees. He can finally evaluate in a clear and precise way the work carried out by the latter in the field. It allowed the company to adjust its compensation to reward employees who have a positive impact on the customer experience.

Before starting, the company was getting about 3 Google reviews per month. Since they started using InputKit, they get about 10 a month.

Before InputKit, we called all customers after the move to make sure they were satisfied. We couldn't reach them all, we disturbed them at work and it took us up to 1 hour of work, every day. To have new Google reviews, I depended on my employees to ask customers, and I always had to remind them to do so. Since we have the InputKit solution, it's so much simpler and more efficient! The customer automatically receives a text message, which he can reply to when he has 2 minutes. I now have a pair of glasses on every move, how did it go. Before starting with InputKit, I hesitated on the monetary level, I found it a bit expensive. It's been 6 months and I don't regret it at all, we have an excellent return on investment!