eTrusted is based on a simple yet powerful concept: experience feedback.
Experience feedback is the feedback a customer gives in the context of specific interaction with a service or a product. Customers typically submit their experience feedback right when the interaction takes place. However, when the experience entails more than the interaction itself, the feedback might be delayed. An experience may entail product usage, a purchase, visiting a store, etc.
Catching what customers really think about their experience is crucial because customers have vivid opinions of an organization and brand at moments during and between their interaction with them.
Unlike feedback that may not be based on interaction, experience feedback is authentic since it carries the context data of the experience with it. This context better helps organizations act upon feedback with a lot more accuracy.
Nowadays, customers are searching for reviews online to inform their purchase decisions or measure the trustworthiness of organizations. With eTrusted, experience feedback can be propagated to the internet via built-in interfaces with Google or other sites.
With eTrusted, experience feedback is triggered by an event at a touchpoint this allows for fine control of the experience feedback path. eTrusted automates the process of sending out review invites and collecting experience feedback, thus creating a high volume of feedback for better insights. eTrusted creates a stream of feedback and reveals trends and patterns. It also helps organizations experiment with touchpoints and figure out which ones to focus on.