PALO ALTO, Calif.--(BUSINESS WIRE)--Delighted, the fastest and easiest way to gather, analyze and distribute real-time actionable customer feedback, today announced the expansion of its customer feedback application to allow companies of all sizes and in all industries to run net promoter score (NPS) programs on the web and SMS in addition to its already widely used email functionality. Because today’s customer journey is spread across various channels, Delighted is making it possible for companies to collect feedback everywhere their customers are within minutes instead of weeks.
The Temkin Group found that only 34 percent of companies say they are good or very good at making business changes based on customer feedback. To help companies collect and act on feedback, Delighted continues to add functionality that enables users to communicate with their customers, partners and employees in the ways they want, through their preferred medium – email, web or SMS. Gathering feedback on websites opens the opportunity to get feedback from customers who are still unknown to the company, such as visitors to a company’s site who have not yet converted and shared their email addresses. With the availability of Delighted multichannel feedback, companies can gather feedback through email, web and SMS, or any mix of these mediums, all without worrying about sending multiple surveys to the same person on various devices or surveying too frequently.
“Delighted Web has helped us become better listeners in a rapidly changing space. The people business is hard, but we have been able to anticipate customer churn and better identify the root cause of issues by gathering feedback from customers directly on our site,” said John Flaaten III, director of business operations at the on-demand staffing platform Wonolo.
Caleb Elston, CEO and co-founder of Delighted, said, “Our vision is to provide a single unifying platform for people to provide feedback on every product and service they use. We make it easy for the voice of the customer to be captured, analyzed over time and applied across an organization so that businesses can take action on the feedback. Adding these new feedback platforms allows our customers to reliably gather feedback from both customers and prospects.”
On the web and on SMS, Delighted is available now in up to 40 languages. Delighted Web integrates with any website or web application with minimal technical resources required, and gathers feedback at the bottom of a webpage in a streamlined fashion. Delighted SMS works on any mobile device and sends a series of three text messages to request feedback in an easy, interactive process. Sign up for a free 14-day trial here.
Delighted is the fastest and easiest way to gather customer feedback and put it into the hands of those who can act on it. Using the Net Promoter System – a single question and an open-ended comment box – Delighted helps companies align customers’ needs with business growth, measure the customer voice over time and keep customers coming back. Bose, Target, Uber and other beloved brands of all sizes trust Delighted to collect, distribute and analyze feedback to create more delightful customer experiences. Follow us on Twitter and Facebook.