How to supercharge customer and client engagement

How to supercharge customer and client engagement

Lowell was established in 2004 and operates in 3 completely different areas in Europe. United Kingdom, Northern Europe and DACH. What’s their aim? Make unremitting efforts to learn society, enterprise and financial system. Altering the best way credit score administration works, Lowell’s mission drives every little thing they do, which isn’t heard day by day within the area of credit score administration. The actual query is, how do they supply motivation for this mission?


Table of Contents

On this buyer story, Bahadir Gurkan, Service Designer at Lowell Nordic, shares a little bit about how they’re utilizing Mopinion at Lowell Nordic to assist drive buyer and consumer engagement, acquire larger operational efficiencies, and finally obtain aggressive benefit.

At Lowell, buyer and consumer voices matter

At Lowell, we maintain our prospects and shoppers closest to our hearts. We purpose to make credit score work higher for all, and we all know we will solely do this by appearing upon our prospects’ suggestions. – Bahadir Gurkan

Lowell is all about altering the best way credit score administration works, striving to make enhancements to learn everybody. And what higher approach to assist with their mission than amassing suggestions?

Weighing the choices

We would like our prospects and shoppers to have a friction-free on-line service, and we wish them to know that their voices matter.

Like many fashionable companies, the web sites managed by Lowell are the pillars of the corporate’s on-line companies. Right here, they supply credit score administration companies to shoppers and prospects. So, it makes good sense that, naturally, when looking for a suggestions assortment software, they have been fairly explicit about what they wanted and, in fact, which software they might belief to get the job executed.

Earlier than boarding crew Mopinion, Lowell tried a number of options. Is smart, proper? In the event you’re searching for a software that may finally assist enhance your buyer’s expertise, you’re going to need to ensure you spend money on one of the best one out there.

After a prolonged interval of cautious investigation, Lowell evaluated 14 completely different alternate options. After some testing, the crew discovered that Mopinion’s rivals have been both ‘clumsy in offering a contemporary person expertise’ or ‘unreliable with their expertise’.

Mopinion comes out on prime

When looking for an all-in-one suggestions assortment software, the crew at Lowell Nordics had quite a lot of concepts about what they would wish…

  • It needed to be straightforward to combine into their net companies.
  • It needed to supply numerous sorts of surveys which are simply customisable with minimal intrusion for Lowell Nordic’s digital buyer companies.
  • They required a wholesome multilingual survey assist.
  • To not point out a convenient-to-use dashboard.
  • And naturally, the software needed to have versatile pricing.

Fortunately, they discovered an answer:

Mopinion was the one resolution that obtained the checkmarks on all fronts, after which some.

Lowell leverages all kinds of suggestions surveys

One of many principal duties for the Lowell crew was localizing Mopinion for 4 completely different international locations and implementing the software program to 12 separate platforms developed particularly per the wants and laws of every nation. No small process, for certain.

After which, they might begin amassing suggestions.

Bahadir famous; “At the moment, we’re utilizing 5 separate suggestions types, two of those are for our prospects, three are for our shoppers. A few of these types gather suggestions at particular touchpoints of the person journey, others are for open suggestions, tied to measurements. We primarily measure the Buyer Satisfaction Rating, Internet Promoter Rating, and the Ease of Use. All these questions are additionally adopted up by open-answer sort questions based mostly on the score buyer provides.”

The types utilized by Lowell web sites are at all times energetic, however are restricted by cookies to make sure customers aren’t routinely bombarded with surveys. Because of the numerous web sites and plenty of companies, there are quite a few on-line buyer journeys, relying on the kind of buyer and what companies they’re utilizing.

Virtually all surveys include open-answer sort questions. For these, Lowell has electronic mail alerts configured, to allow them to control the insights simply. In any other case, in every nation, product homeowners for every separate web site are knowledgeable in regards to the common outcomes throughout month-to-month or bi-monthly conferences.

Subsequent, they give the impression of being over the coded open solutions.

“These codes are important for us to take extra significant motion in direction of the suggestions we obtain. Along with these, we’re additionally looking for significant methods to combine the info we gather by way of Mopinion into our inside dashboards.”

Sudden Outcomes

Mopinion provides us a humbling expertise, because it usually liberates our prospects by anonymizing them and lets them communicate to us freely. It helps us really feel prouder about what we do and helps us obtain our enterprise mission.

Bahadir informed us that, in the course of the implementation of Mopinion, his crew had the chance to cowl the whole thing of their web sites with a recent perspective. That alone created an inside consciousness over person journeys and revealed some long-neglected content material.

Keep tuned for updates on how Lowell continues to leverage Mopinion to drive buyer engagement and satisfaction.

Leave a Reply