Customer feedback somebody acts on
A customer has a bad experience. Somebody should get back to them, sort it, and write down what they did. In most businesses that is not tracked, and not because nobody cares. Avota asks one question after something happened, then keeps the answer open on a named desk until closed.
Why it has to be early
A review is written after somebody has given up, and everyone can read it. Avota gets there first, privately, while it is still fixable.
How it works
A business at 30 that closes every loop beats a business at 60 that files the data. Getting back to somebody inside 48 hours is worth roughly 12% in retention.
The score is the reading. The loop is the machine. The method, and where it does not hold up, is on the method page.
Two ways in
Print a code for the counter, the van, the job sheet. Someone scans and taps a number. You find out which location is annoying people, and you hear about the bad ones the same day.
An order closed, an invoice cleared, a quote lost. Scored by account and routed to the rep who owns the relationship. Nothing is installed in your systems.
Getting started
Most tools want a full customer import before they will do anything. This works at every level, and a QR code on its own is a real level.
No. We never need your sales figures. Ranking the queue works off your own A/B/C tiers, or just how often somebody orders. If you would rather share revenue you can, and we keep a band, never the amount.
Nothing. Read-only, on a connection your admin can revoke in one click, and nothing is installed anywhere. We post answers out to whatever you already use; we never write into it. The whole field list is published, and it is eight fields.
Because free is what killed the last three tools in this category, and their customers lost their history with them. 21 days, everything switched on, no card. Then you decide. The longer answer, and what happened to Delighted →
Pricing
Two numbers, because there are two ways in: locations if you print codes, accounts if you connect a system. Whichever you use, you fit or you don't. Not priced on responses, because caps punish the people getting the most value. And not on your revenue.
| Plan | Locations | Accounts or customers | Per month | Who it's for |
|---|---|---|---|---|
| Starter | 3 | 250 | $49 | A shop or two, or a small book of accounts |
| Standard | 15 | 1,500 | $199 | A branch network, or one system of record |
| Multi | 40 | 7,500 | $399 | Several branches, or several systems |
| Group | unlimited | unlimited | $799 | Multi-entity, multi-subsidiary |
Ten minutes for a shop, twenty for a distributor
Bring your old scores if you have them: a Delighted export, a spreadsheet, whatever you kept. Your trend line should not start at zero.