Join thousands of customer-obsessed businesses
on Customer Thermometer
Service & Helpdesk
Gathering feedback at the moment of interaction is critical if you want to
understand service satisfaction. But service customers are time-poor.
- You have to blend the opportunity to give feedback directly into tickets and threads
- You can make the process of giving feedback a pleasure for customers
- Understand how all your agents are performing in real-time with CT’s Leaderboards and alerts
“Our community is at the very core of what we do at Glossier, so providing the highest level of customer service is a must for our team. CT gives us important insights that we use to constantly improve our processes and ensure that our standards of excellence are being upheld.”
Customer Experience
To get maximum lifetime value from your customers, their entire journey
needs planning, measuring and optimizing on an ongoing basis.
“We have been completely blown away by the results of using CT. In the first 3 months, we had x6 the number of responses we hoped for. It’s easy to share internally, enabling teams to see live data on their own personal ‘thermometers’ so that they can see the effect they are having and strive to improve even further.”
- Long surveys don’t work for short interactions: don’t let long surveys damage your CX
- Customers want to give feedback in a way that’s easy for them
- Weave feedback opportunities into interactions you’re already having
Customer Support
In a world where we are increasingly doing business remotely, your service
and support team’s performance is more important than ever.
- Get real-time feedback about and alerts about how you’re doing: know exactly who is unhappy and who isn’t
- Drive closed-loop activity and stop any bad news getting online
- Have a meaningful and representative CSAT KPI across your CS team
“It’s a superb pulse on customer feedback, allowing us to personally thank colleagues who have delivered brilliant service and focus on areas that are not working as they should. It’s the easiest thing in the world for our customers to respond to. And I think simplicity in this day and age is what we all want.”
Customer Success
It isn’t enough for a customer to buy your product any more. If they don’t
succeed in using it they won’t stay with you for long.
“After firing up Customer Thermometer, the comparison with our previous results was unrecognizable. If we ever received more than 100 completed questionnaires in a year I’d be stunned. Today, we get around 5,000 feedback responses per month!”
- Use Customer Thermometer to ask how you are doing for customers in stages throughout their purchase, onboarding and usage
- Respect customers’ time by asking the very bare minimum of them, especially if the interaction has been
short - Use our out-of-the-box reports to share results, successes and ways to improve
Employee Engagement
Employee engagement is a big item on management agendas. Talent is
incredibly hard to get, and when you’ve got great people, the last thing you
want to do is ask them to fill in long, uninspiring surveys. Customer
Thermometer provides a brilliant engagement tool.
- Get regular feedback on line management
- Live your brand through the way you ask your employees for feedback
- Have a way to keep a finger on the pulse of employees
“The simplicity of Customer Thermometer is just perfect. Rather than send a specific email out asking for feedback, we can inject questions into our ongoing community communications. We also love how it’s so flexible and customizable. For our first test, we even designed our own response emojis to reflect our brand.”
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