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What is Customer Service Reputation Management (csrm)

Customer Service Reputation Management (csrm) is the term used to describe a powerful set of API controlled functions, tools and reports giving corporates access to a central management dashboard in which to not only manage and measure their customer service analytics but take direct action to interact and engage with their customers.

Dashboard

The hellopeter.com Dashboard

The hellopeter.com dashboard is a centralised customer service monitoring tool available on any device at any time, that allows true customisation and real-time analysis of your business’ performance. By allowing you to sort and filter by a variety of measurements you can analyse your business’ customer service in relation to time, sentiment, location, department, source and more.

Workflows & Escalations

Workflows & Escalations

True workflow management is now possible with hellopeter.com. Select different users to respond to different types of reviews and automatically escalate if they don’t respond within pre-defined timelines.

hellopeter.com Index

The hellopeter.com index (hpi)

hpi is our industry standard barometer for measuring the health of an organisation’s customer service. Controlled by a proprietary set of algorithms that measure a wide range of corporate activities, the hpi will accurately rank and rate corporates according to their customer service worth.

Integration

Full Integration

Gather information from a wide variety of external sources and automatically add them to your hellopeter.com dashboard -providing you with a single view of all your customer interactions. Using our suite of API’s, you can also pull data from our system directly into yours, and be able to write data back into our system.

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Tools and Widgets

Tools and Widgets

Achieved a great hpi rating? Impressed your customers with superior service? From website review widgets and hpi badges to printed certificates for your offices, we’ll help you get the word out.

Customer Profiling

Customer Profiling

Knowing your customer, knowing how often they review, what they review, do they have a large and influential social following – are all questions that might affect how you interact with them. We provide this information online for you so you don’t have to go look for it.

Competitor Analysis

Competitor Analysis

How do you rank relative to your competitors? Our csrm platform allows you to follow any business and analyse their performance relative to yours.

Lead Management

Lead Management

With our lead generation form located prominently on your listing page we allow you to gather leads in real-time. All data will be stored in your hellopeter.com dashboard for easy management and reporting.

Research & Surveys

Research & Surveys

We allow businesses to gather data about their products and businesses in real-time. Launch a survey to collect valuable data following a 1 star review or launch a survey to a targeted demographic base to find the information you are looking for, or use our self generated surveys, that allows you to automatically initiate a survey with your customers any time you want.

Real-time Analytics

Real-time Analytics

Run, create and customise a wide range of reports in real-time to help you measure your customer service. To help enhance reporting specific to your company's requirements, we'll allow you to tag and create customised keywords. Available on desktop or mobile, keep an eye on your customer service from home, work and anywhere in between.

Collect more Reviews

Collect More Reviews

Why wait for customers to review your business? Build your reputation today by importing customer lists and automatically start collecting your own reviews, or use our embedded review form to collect reviews any time you want!Why wait for customers to review your business? Build your reputation today by importing customer lists and automatically start collecting your own reviews, or use our embedded review form to collect reviews any time you want!

Review Segmentation

Review Segmentation

Gain greater business intelligence by utilising our review segmentation tools to link your review data to your internal business systems and departments to greatly enhance reporting.

Social Sharing

Social Sharing

Reviews influence purchasing decisions so why not share your favourite reviews on Facebook & Twitter or display them on your website to grow trust and credibility.

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