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Chatter Research Leverages AI-Powered SMS To Amplify Customer Feedback

Chatter Research is an AI-powered customer feedback solution, designed to help retailers enhance their shopper experiences by replacing traditional online surveys with conversational commerce.

With the platform, retailers can interact with individual consumers using conversational surveys over SMS text messaging, leveraging a data insights engine that analyzes each shopper’s feedback in real time. Average conversations take between two and three minutes.

Store visitors can trigger the solution’s consumer research function, named Amelia, via an NFC tap, QR code or short code number. Feedback is captured as soon as a customer leaves the store.

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Amelia captures quantitative and qualitative data about the customer experience, and listens to customers to ask questions and request information in real time, such as:

  • “Have you ever been in one of our stores before today?”
  • “How did our staff do today?”
  • “Tell us how we can improve.”

The platform sends the consumer feedback straight to store managers and store operations executives so they can assess and adjust their experiences.

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