Send gestures of goodwill and service recovery
Enhance how you say sorry to customers with the onecode apology platform.
Get customer service recovery right
Want to turn a bad customer experience into a great brand experience?
When you're in the customer service industry, it's inevitable that you will make a mistake at some point and upset a customer. It happens to the best of us! The important thing is how you handle it when it does occur.
While a good apology can restore balance or even improve relationships, a bad apology can make things much worse. Sometimes a standard apology just isn't enough. That's where customer apology platforms come in.
Customer apology platforms allow you to apologize to customers for poor service at scale. Send automated or personalized apologies, gifts or gift cards - and track customer satisfaction levels.
The onecode powered customer apology platform. Developed to give total choice, the onecode from Simply Thank You lets you send rewards directly to customers, which they can exchange for a gift of their choice from thousands of options.
Your customer care team can have access to a controlled budget, with restricted manager access, and a customised look and feel.
Is it time to scale up customer apology?
There are many benefits of using customer apology platforms, including:
-Improved customer satisfaction: Customer apology platforms can help you diffuse a situation quickly and effectively, which can lead to improved customer satisfaction levels.
-Increased customer loyalty: When you show that you care about your customers and are willing to go the extra mile to make things right, it can increase customer loyalty.
-Reduced customer churn: If you're able to successfully diffuse a situation and keep a customer happy, it can reduce customer churn.
-Improved business reputation: By using customer apology platforms, you can show that you're committed to excellent customer service. This can help improve your business' reputation.
The ability to recommend suitable gifts to the portal team that are personalised to our customers has been a great benefit and has salvaged a number of customer dissatisfaction scenarios.
Brand manager, Sinclair Volkswagen Bridgend
We have grown our employee recognition scheme with Simply Thank You over the past seven years. The scheme is welcome by the Group and STY continue to meet the needs of our diverse business and challenging requirements, including a recent major rebrand. STY also support our various ad hoc recognition and celebration events, meeting challenging timescales.
Group HR, The co-op
Simply Thank You have been a great partner to work with, taking an initial concept several years ago and helping us build a sector leading loyalty programme. They are keen to support and develop systems as we expand our business. The system linked to our loyalty programme has helped better engage with our customer base and increase our retention rate by 10%.
Head of Marketing, GSF
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Customer Apology
Getting customer service right: A Guide
What are the secrets to customer engagement and loyalty? It all starts with great service. Here's how to get it right.
How to say sorry in business
Even when customer satisfaction levels are through the roof, no brand is immune to a service failure. What sets your brand apart is the way the problem is dealt with - how good you are at the art of saying sorry.
