Writing Sample Esatisfy
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e-Satisfy is a CRM company that measures the customer experience across online and offline channels for businesses. It offers a complete view of customers through its "Cross-Channel Management" approach. This includes monitoring the online customer experience, tracking service quality, and transforming customer service into a revenue stream. e-Satisfy's Site Monitor product randomly invites site visitors to complete surveys to understand who visitors are and what they want from their online experience, in order to improve conversion and retention.
Writing Sample Esatisfy
- 1. Our Clients • AIG • AT&T • BET.com • Beyond.com About Us • British Airways • Careerbuilder.com e-Satisfy is a CRM company that measures the customer experience for “click and mortar” businesses. e- Satisfy is the collaboration of two leaders in the customer satisfaction and loyalty measurement industry, • CDNow Customer Insites and TARP. Customer Insites established itself as a premier online measurement • Chase service. Through its customer satisfaction measurement, TARP has for three decades shown how customer care can be a profit center. As e-Satisfy, our customer satisfaction experience spans all • CNN.com customer support channels and every industry imaginable. So whatever your customer care needs—large • Compaq or small—we have the total end-to-end solution you need. • Cooking.com • Dean & Deluca What We Do • e-Strong.com • ExxonMobil We offer a complete view of your most important asset—your customers. Through our “Cross-Channel Management,” we take an integrated approach to measuring how effectively you deliver quality goods, • Forbes.com services, and experiences across all of your enterprise channels. We can help you find out how your • Fox News.com customers feel about each of your channels and your company as a whole through our ability to: • Fox Sports • Monitor your online customer experience for buyers and browsers • Getmusic.com • Track the service quality of your online and offline customer care • Harley Davidson • Transform customer service from a burden into a revenue stream • HBO • Hewlett Packard Site Monitor…find out what your customers want! • Honda • Hoover's Online In an era when better choices are just a click away, building customer loyalty is vital to the success of your • Intraware online business. To stay ahead of the online customer service curve, you need to know why some customers keep surfing while others become loyal customers. That’s where e-Satisfy’s Site Monitor comes • Keynote in. • Lexus By randomly inviting every Nth site visitor, Site Monitor finds out who your visitors are and what they • More.com want out of their online experience. With several engaging interfaces that can be branded with your own • MyPoints.com logo, Site Monitor modules are engaging and effective. • Neiman Marcus What are the benefits? • Network Solutions • Better conversion and retention by giving you the best roadmap for meeting your customers’ • Panasonic needs—one that they provide. • Quicken.com • Benchmark data to know where your site stacks up to others on the Web. • Send.com • Turn-key solution managed completely by e-Satisfy lets you focus on your business—not on the process. e-Satisfy handles everything, from helping you determine the best question set, to maintaining • The Motley Fool the secure database that houses your site. • Value America Walk through tour of Site Monitor • Washington Post • Women.com
- 2. How does it work? Site Monitor uses industry-standard technology and survey modules that are proven to engage—not enrage—your visitors. Here’s how it works: 1. Survey Modules to Meet Your Needs You have the option of selecting one of our many proven survey modules and/or integrate your own, more targeted questions: Basic Loyalty Measurement Survey Modules are Enhanced Loyalty Measurement Survey Modules offer a more in- good starting points if you have little or no insights on depth look at issues your company faces. your customers. All surveys gather demographic, psychographic, Web usage information, and customer Customer Conversion Module….to find out which visitors are likely to feedback. buy and why some visitors defect. Visitor Profile Module…to survey optimized for finding out who’s General Survey Module…for general data coming to your site and whether you’re meeting their needs and Usability Survey Module…for navigation desires. information Lost Customer Module…to catch visitors as they leave (e.g., abandoned Content Module…for user views on product shopping cart) to find out why they didn’t make a purchase or selection become a regular visitor. Design Survey Module…for the “look, feel, and organization” data 2. It’s Your Choice… When it comes to measuring the customer experience, one questionnaire definitely does not fit all. That's why we offer Site Monitor Builder. Site Monitor Builder enables you to build and see various survey modules and design interfaces, to suit your needs. 3. Put Your Best Interface Forward Choose from one of our professionally designed survey interfaces—and brand it with your own logo—or we’ll work with you to design a survey interface from the ground up! 4. Easy to Install—Insert a Line of Java script on the Target Page Installation of Site Monitor is as easy as: creating a directory, placing three files into the directory, and placing a line of code within the page—and installation is complete!!! No additional hardware or training is necessary! 5. Secure, Online Reports and Analysis You’ll have 24/7 access to Site Monitor’s customer data, and as a subscriber you’ll have access to benchmark information. * Please visit our Extranet demo (type “demo”, at the prompt, for both the user I.D. and the password). Need more information? Call us at (703) 524-1456 and ask to speak with a sales representative. www.e-satisfy.com