What really happens when your customers call, click or visit you? Does their experience meet your objectives as a business? Does it meet theirs? Are you getting a return on the investment you're making in people, training, communications, incentives, and time? Is your team creating great experiences that result in loyal, repeat customers?
Our solutions will tell you exactly how your customers experience your brand. Exactly why some associates are more effective than others? Specifically, why would your customers choose you, or a competitor? We bring you concrete, detailed answers to the questions you have about your business.
IntelliShop's mystery shopping programs bring you detailed information about a customer's experience as if you were actually there at the time. But we don't stop there. We go beyond mere data collection to helping you understand what it means, and how to use it to improve. We help you create a real, effective action plan to go from good to great.
Mystery shopping is fact-based and truthful. Voice of the Customer programs let you hear what actual customers think and feel about your company and brand. Video shop and recorded telephone evaluations let you see & hear the actual customer experience. We'll help you figure out which one, or combination, is the best approach for your company.
Brick and Mortar is still many companies' bread and butter. We have more than 1 million mystery shoppers to send to any kind of consumer-facing business you can think of, follow a scripted, typical-customer visit, then report back to us on their experience.
Your website is your storefront. It's often your first impression. We'll help you find out if it's doing its job. Our specially-trained in-house team of Internet Experience Experts will click, scroll, explore, and order from your website, carefully evaluating every step along the way.
Do you think strategically about your phones? Phone calls are still a big part of your customer’s experience with your brand. We help you ensure your contact centers, locations, and automated phone services are meeting your customer’s needs.
How do you take it from words and numbers on a page to meaningful business performance and transformation? We'll help figure out next-steps, and guide you along the way. Collecting and reporting information is only a part of the process that leads to continuous improvement in the world of delivering exceptional customer experiences.
Understanding all of that information and formulating strategies for action on it, takes it to another level that effects true change and improvement.
We assist many clients by analyzing their results and consulting with them to help drive improved and better customer experiences, best practice development, training suggestions, reward and incentive programs, and other initiatives that help to complete the circle.
Every business is different, even those in the same industry. That's why we focus on flexibility and creativity when we design and implement mystery shopping programs. The process from "Let's Go" to program launch can be as quick as two weeks. Working with us usually looks something like this:
Data isn't useful unless it's easily accessible and ready to view. InSite™ is our proprietary platform that allows us to offer clients the best of both worlds: ready-made reporting, and also a custom portal solution, branded to them, to meet their specific reporting and analytics needs.Learn More