Feedback Collection

SMS

Collect Feedback via SMS messages from your customers. We support short SMS numbers or normal long range numbers. Eco can support SMS feedback in any international market.

QR Code

Allow your customers to get in touch with you via QR code scan. Eco generates the unique QR code for you.

Voice

Eco can generate voice line numbers and collect speech based input as feedback as well. We support multiple languages and incredibly high accuracy

Instant (non-installed) Mobile Web-App

Allow your customers to access a simple mobile feedback app without installing it from an App store.

Web Form

Collect Feedback from your website. Eco collects and analyzes it.

Email

Have your customers send their feedback to a predefined email address. Eco will pick it up and analyze it

API

Eco’s rich API library will allow you to easily integrate Eco with your own application.

push

Push Invitations

SMS or Email ‘Push’ Invitations to leave feedback

Instead of depending on customers taking the initiative, you can invite your customers to give feedback by ‘Pushing’ an SMS or email invite to them.

Self Invite Tablets

Allow customers to register on a tablet app to receive SMS or email invitations against rewards. This is useful e.g. at payment counters at restaurants.

Backend Integration

You can trigger SMS or Email invitations using various status updates from your backend system.

Online Reputation Monitoring

Track Online Review Sites for Hospitality

Track on a daily basis reviews from leading review sites such as Tripadvisor, Hotel.com, Expedia, booking,com, Agoda, Travelocity, laterooms.com and many more. Reply to these directly from Eco

Track Online Review Sites for Restaurants

Track on a daily basis reviews from leading F&B reviews sites such as Open Table, Yelp, Urbaspoon, Zagat, Hungrygowhere and many more. Reply to these directly from Eco

Track Social Chatter

Track comments relating to your business on these social sites

Online Reputation Management

'Track Online Reviews on e-commerce sites' Track reviews on the leading e-commerce sites.

Recovery Management

Real-time alerts

Eco can spot the really important messages from your customers and escalate these to you.

Tagging

You can tag feedback interactions and thus organize them for better processing and filtering options

Internal Commenting

Collaborate with your team members about various incidents and determine on the best course of recovery

Multichannel Replies

Eco can reply to any source of feedback, whether SMS, email, online e.g. to Tripadvisor or twitter. You can always simply use the same Eco reply feature

Templates Responses

Eco makes replying easy and fast. You can create your own personalized templates and use them to reply to avoid having to retype every time you get back to the customer

Translation

Received a foreign language feedback? No problem. Eco can translate it on the spot for you.

Customer Interactivity

2 way multi-channel communication

Stay connected with your customers by using Eco’s reply features using any of the customer’s preferred channels (SMS, Email, Social, etc). This feature helps to stay in touch long after your customer has left your premises.

Rewards & Loyalty Management

Offer rewards for feedback

Define your own rewards and use these to motivate your customers to give you feedback. You can choose anything your business has to offer e.g. a free dessert, extra points or a discount on the next visit.

Use OpinionAid™: offer to donate for feedback.

You can also offer to make a donation on behalf of your customer when they give you feedback. This is a great option for festive periods. Eco works with many of the leading charities.

Point of Sale Redemption

You can offer your customer to redeem rewards at the point of sale using a Eco web terminal to validate the reward.

Redemption without Terminal

No internet access at your point of sale? Eco can also allow your customers to redeem their rewards without the need for a terminal using mobile vouchers.

Online Redemption

You can have your customers redeem their rewards on your e-commerce site and offer them promo codes against their feedback.

Next visit Redemption

You can control when the reward can be used and ensure that the customer has to re-visit the establishment first.

Reward Allotment Controls

Fine tune how often a user is entitled to receive various types of rewards.

Campaign Administration Features

Eco can help making rewards administration easy. Get expiration warnings, renew expired rewards with a few clicks.

Mobile

Eco Manager App

Receive push notifications onto a mobile app that alerts you about incoming feedback and allows you to reply to the feedback or collaborate with your colleagues on customer incidents.

Eco Consumer App

Allow customers to download an an through which they can submit feedback to you and interact with you through messaging. Share important information about your business on the app.

Analytics

Key Indicators

Highlights the most important KPIs and shows the trend compared to last time period (No of Feedbacks, % positive, no of reactions, Satisfaction index)

Exposure

Shows where Feedback is collected from and the amount of positive or negative feedback collected from these sources.

Wordcloud

Highlights the top 50 concepts that people speak about and the amount of occurrence of that word. Allows users to filter by polarity (pos/neg)

Word Pair Analysis, ‘Root Cause Analysis’

Highlights the word pairs that occur frequently in feedback and shows how often they appear in a positive or negative context

Category Analysis

Highlights the Categories to which the feedback refers to on a sentence level. Shows how many times the category is referenced positively and how many times negatively. Categories are prepared with industry specific categories in mind or the

Impact Analysis

Shows how strong the impact is of specific categories with regards to the overall satisfaction of the Guest. Information is shown in a run chart format.

Comparative Analysis

Shows how the various departments compare to one another, and shows what people complain or compliment the most in each department.

Scorecard Reports

Shows the score for each department in terms of overall Guest satisfaction and compare it against the hospital’s average.

Feedback Scores

Displays total number of Feedback collected and score of the feedback across different sources.

Recovery Reports

Shows estimated number of recoveries performed. This reports first displays number of negative feedback and whether replies have been sent.

Redemption Reports

If Rewards are used, it shows how many times rewards have been redeemed by the consumer in which locations.

Group/Franchise Management Structure

Multi-departmental/brand Structure

Eco is an ideal solution for groups or franchise brands. You can slice and dice information by territories or brands and decide on which level you want to administer the system.

Multi-Language Support

Invite your customers in any language

Eco supports large international deployments by allowing each of our outlets to determine which language they wish to use in their customer interaction. This ensures that Eco sends terms & conditions, reward names and instructions to customers in the preferred language

Translate Feedback into English

Foreign Language Feedback can be translated immediately into English.

Aggregated Analytics

Independent to the language used by your customer, Eco includes foreign language feedback into its aggregated analytical statistics. E.g. it doesn’t matter if the customer mentions ‘Parking’ or ‘駐車場’Eco understands in both cases that it refers to the Parking topic.