The statistics have been well publicized. More than 90% of dissatisfied customers never let the business know it. They simply leave and never come back. They do, however, let other people know about it…often for many years. Those friends tell other friends, widening the circle of influence to possibly hundreds. Thanks to social media and blogging, that circle may be widened even further.
Most business owners would agree that they’d like to know what customers are thinking. Good or bad. If every customer would simply verbalize his or her dissatisfaction, the business owner could get an idea for ongoing issues that might be driving customers away. Many businesses have tried encouraging feedback by promising coupons or prize money in return for filling out an online survey, but customers have learned these online surveys are time-consuming. Besides, in the time that passes between a customer leaving your business and getting back to a computer, he or she is likely focused on other matters.
What businesses need is a way for customers to quickly leave feedback wherever they are, using a mobile device. With smartphones being so prevalent, there should be an app for that, right?
Now there is. Tello allows your customers to easily notify you about issues with your service. They can thumbs-up or thumbs-down your service and even include a brief message, like, “Love the new menu items.”
You won’t have to log into your Tello account to see what customers are saying about you. Any time a review is posted about you, you’ll receive a notification by text message or e-mail, as chosen by you. You can also designate other members of your team to receive the notifications.
The process is so immediate, you may even be able to resolve the issue while the customer is still at your location. Tello lets you interact with customers who post feedback, sending a text reply to thank them or offer a resolution. Using Tello’s dashboard, you can push a discount or reward to that customer, either to reward them for the great feedback or to make up for any problems they experienced.
“Tello empowers people to make their voices heard and have an immediate impact on the experience delivered at businesses they visit every day,” Joe Beninato, Tello CEO, says. “During our beta period, more than 85 percent of Tello ratings were positive–we think Tello can be a new kind of rating system that offers businesses structured, constructive criticism in real time.”
Other services offer rating abilities, but none are as immediate as Tello. Sites like Yelp and Angie’s List, while great, are geared more toward customers than business owners. Tello makes the interaction immediate.
Tello is free to customers. Plans for business owners start at $49 a month. You don’t have to have an account for your business to appear on Tello–your customers can add you and begin rating you today. Having an account allows you to begin experiencing the full benefits of Tello’s services.