You already have systems in place to handle customer questions, complaint resolution, and marketing. OPEN-LINE supports, but doesn’t necessarily replace or depend on, those systems.  OPEN-LINE is designed to proactively search for customers who are “falling through the cracks” so you can pull your customers back in and continuously improve your customer-support systems (because now, with OPEN-LINE, you know where the “holes” are!).

And, OPEN-LINE keeps your organization in front of your customers in an unimposing and helpful way. No response is required from your customers.  They simply ignore or delete the check-in if they have nothing to say. But, you – and they – know you cared enough to reach out and ask on a systematic basis.

Of course, OPEN-LINE’s real power becomes evident when your customers do have something to say to you. The customer web interface is clean and easy to use. (It only takes a few minutes of your customer’s time.)  And, OPEN-LINE’s console keeps the feedback organized, with work-flow processes and real-time reporting to help you and your staff stay responsive to your customers’ requirements.

KEY CHARACTERISTICS

SIMPLE TO IMPLEMENT	ONLINE
SIMPLE TO USE	REAL-TIME
UNIQUE	NO NEW SOFTWARE OR HARDWARE REQUIRED
PROACTIVE	COST EFFECTIVE
CUSTOMER FRIENDLY	EFFICIENT
CUSTOMER FOCUSED	SUPPORTS GREEN INITIATIVES

KEY BENEFITS

Demonstrates commitment to your customers

Differentiates your organization from competitors

Keeps your organization in front of your customers in a positive, unimposing way

Provides positive feedback (compliments and suggestions) from customers

To affirm processes that work

To reward employees who stand out in the customer's mind

To use as "voice of the customer" quotations for websites, advertising, etc.

To develop new opportunities

Finds customer problems

To uncover "cracks" in your processes and fix them

To rescue customers who have fallen through the cracks

To create opportunities to turn dissatisfaction into satisfaction

To develop new opportunities

Takes the initiative for delivering superb customer service

Creates a unique communication link between you and your customers, reaching
    customers you might not otherwise hear from

 

Click here to view an online demo of the customer’s experience using OPEN-LINE.

Click here for an overview introduction to OPEN-LINE.

For answers to Frequently Asked Questions, click here.

More questions?  Send us an email.