Jaduka Exchange has been a bit quiet lately as all hands have been busy launching new applications of our on-demand voice communications services for partners such as Strikeiron and Appian. We are now readying a pilot launch of our in store feedback service, CommentFunnel.

Jaduka’s CommentFunnel service is a consumer-facing voice application for businesses with physical brick-and-mortar store locations, such as grocery stores, department stores and big box specialty retailers.  Built around our core Jaduka Diary service, CommentFunnel lets organizations effortlessly enable real-time capture of consumer feedback—in the voice of the customer—at the point of sale.

The service works by allowing shoppers in retail store locations to dial a posted toll free number using their mobile phones and leave feedback as they are shopping in a store.  Recorded comments are then posted to an online admin interface for store management review. Comments can also be sent to a predefined email distribution list enabling additional levels of review.

Jaduka’s CommentFunnel service meets the needs of today’s forward thinking retailers who understand the power of customer engagement and the value of capturing the voice of the consumer.  By providing a natural, intuitive means for customers to provide feedback at the “first moment of truth” while shopping assures retailers that they are including their customers in the conversation, increasing customer loyalty, creating brand advocates and reducing customer churn.  Unlike surveys and comment cards which by nature ask leading or closed end questions, CommentFunnel gives customers a more free form medium to record comments, ask questions, share ideas and become ‘local and vocal’ brand advocates.

Ease of implementation is a key feature of the service—unlike other offerings, CommentFunnel requires no IT integration effort and can be implemented across a nationwide chain of retail stores in a matter of days. Implementation is as simple as assigning each store location a unique toll free number and printing and placing signage in store and at the point of sale to make shoppers aware of the service.

CommentFunnel enhances existing CEM programs, closing a key open loop by giving retailers much desired visibility into their physical store location touch points.  The service functions as an always-on in store listening post giving store management real-time feedback down to the local store level—versus a single toll free customer service number that cannot deliver critical insights into possible areas of concern in a particular store or region.

Smart retailers know that today’s consumer is more critical and less loyal, has a need to feel empowered and has little problem defecting to a competing retailer if they feel their expectations are not being met.  For these progressive retailers, CommentFunnel can be a key element in a holistic customer experience management program that can help them better engage their customers by empowering them with a voice and outlet to share ideas, ask questions, raise concerns and provide valuable insights that retailers would have a hard time capturing otherwise. CommentFunnel compliments comprehensive enterprise feedback management programs by delivering what retailers are seeking—a 360 degree view of all customer experiences with a company, from online to in store and back.

Jaduka is set to launch a pilot program of the CommentFunnel service with a leading national retailer of natural and organic food products that is consistently ranked among the most socially responsible businesses.  We feel this partner is the ideal pilot organization for this service and look forward to the insights received from their customers as well as rolling out the production version of CommentFunnel within all their locations in the near future.

By leveraging the one communications device consumers keep with them at all times—their mobile phones, Jaduka’s CommentFunnel service has many advantages over traditional feedback methods such as exit surveys, comments cards or in-store kiosks. Pricing for this service is competitive with mystery shopping and survey programs and provides a presence whenever stores are open, enabling shoppers to be the eyes and ears of company management at all times.  Stay tuned for updates as we continue to roll out and expand the functionality and features of this service, including the future ability to integrate this service into leading 3rd party CEM/EFM offerings.

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