Viu is a revolutionary concept, allowing your customers to set the agenda for leaving feedback. In developing our software we’ve stepped away from the limiting nature of many other online feedback tools, which rely on a combination of static check boxes and ‘yes/no’ fields.
From a customer point of view, forms like these are unappealing and extremely constraining. From a company’s perspective, you are likely to experience poor take-up and responses that lack any true insight into the mind-set of your customer.
Your data flow is fully automated from our systems, linking feedback to the specific person/people it concerns. This gives your team direct ownership of customer queries, and individual accountability. Issues relating to your service or product will not fall off the radar, and are more likely to be resolved in good time. By demonstrating your ability to respond to problems fast, you are much more likely to retain customers and build confidence and loyalty in your service or product.
Viu collects customer feedback in real-time and notifies you via email as soon as feedback is received. This allows you to access customer opinions almost instantaneously and get up-to-the-second reaction to your services and products.
Data measuring is based on corporate metrics including NPS (Net Promoter Score), this is the management tool that company’s measure to gauge the loyalty of customer relationships, it can be used to drive profit, create growth and adapt to change. When measuring your NPS in the central reporting system it quickly identifies specific customer concerns, giving you an edge over competitors by rectifying any concerns.
"It is essential that you shout about your fantastic service and so Viu. offers you an integration package which feeds your reviews directly onto your website giving potential customers a stand-out reason to buy from you."
Promoters are critical to your business growth, who remain extremely loyal who continue to purchase and recommend others to do the same.PASSIVES (5-7 NPS)
Passives are satisfied customers but less enthusiastic than promoters and can sometimes be tempted by your competition.DETRACTORS (0-5 NPS)
Detractors are unhappy at the service or experience they have received from your company and would not purchase from you again, sourcing alternatives.
Recognising and rewarding promoters within your marketing campaign can attract more customers through increased loyalty and word of mouth.PASSIVES
Producing special offers will often retain passives who you will aim to become more enthusiastic about your business as a promoter.DETRACTORS
Detractors will need a different approach by resolving the problem quickly and precisely, often in their favour or by fairness when representing your case. This will not only convince the detractor that you are committed to customer care, but it will often result in a detractor becoming a promoter of your business as cases have often proved.
We offer all new customers an in-depth consultation to discuss their specific requirements. At this stage we will talk you through the specific functions of Viu software and get to know more about how your business works. We can discuss your particular branding requirements at this stage, too.
Viu is a fully customisable product – it can be tailored to the specific needs of your organisation, enabling it to be used across all industries and by companies of any size. You can choose a fully bespoke service or opt for our set package, which is a more affordable option for smaller organisations.
Viu offers a seamless, convenient way to gather data. All that we require to implement your feed is an up-to-date customer database. Once your feed has been set up, you will receive automated feedback direct from our systems.
Viu is a white-label technology that can be tailored to any brand. We will work closely with your in-house team to create a user experience that carefully reflects the voice and visual identity of your brand.
Yes. Because your feed is automated and is managed at our end, you do not require any specific technical ‘know-how’ to review and respond to customer feedback. Our team manages the initial implementation phase, ensuring all elements of the system – data feed, email invitations and feedback tracking – have been correctly set up. We also offer on-going support and training to ensure all members of your team understand the full functionality of our software and are confident in using it.