Copilot can now both alert consumer brands before Amazon or Walmart ratings drop, and tell companies the reasons for any significant change in customer satisfaction
Copilot, a New York City and Tel Aviv, Israel based automated customer experience platform created for consumer electronics, announces the launch of a new CX Trend system for early detection of a drop in customer satisfaction, reflected by major online stores ratings. Copilot is one of the newest automated customer experience platforms for consumer electronics companies and is the only in the IoT space to measure interaction with customers.
Copilot enables companies to collect usage data from their smart products to study consumer behaviors and gain insights on what frustrates users and what retains them. With this data, companies can automatically engage with end-users through meaningful, contextual messages to reduce product returns, improve online ratings, and increase users’ lifetime value.
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“Our mission is to help consumer brands shift the focus from transactional experience to ownership experience,” says Co-CEO Zvi Frank. “Consumer goods companies, which were traditionally focused on the point of sale are now looking into building a post-sale relationship with their customers. IoT products contain valuable usage information and communication channels (Mobile App, Email, Voice) which open up endless opportunities for building a personalized experience for their customers. By expanding our offering to meet the increased demand for online commerce COVID-19 has brought on, early warning of drop in customer satisfaction as well as the ability to analyze and react become even more critical.”
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With COVID-19 negatively impacting the sales of CE products and appliances, with a reported 1/4 of US consumers planning to spend less in this industry, Copilot’s newest program is a way to mitigate these challenges. The new rollout includes free analysis for any technology company looking to gain a deeper understanding of their product usage and customer satisfaction, ultimately creating much better customer service by this data.
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