DropThought uses mobile, social, cloud, and big data to help boost customer-service performance levels and providing real-time customer engagement for Marriott, Hilton and Hyatt.
DropThought’s “software as a service” (SaaS) platform helps industries interested in garnering real-time customer feedback by tracking and enhancing customer relationships and service via instant feedback and resolutions, text analytics, and social media marketing.
The solution enables businesses to receive actionable customer feedback at the point of engagement thus being able to address negative comments on the spot, or promote positive feedback instantaneously. DropThought also gives consumers new and easy ways to share their satisfaction and complaints with hotels, restaurants, and other businesses via on-site devices (such as kiosks, table tops, and check presenters), a mobile app, QR-code scan, and text messaging.
Businesses can work with DropThought through their company website, DropThought's mobile manager app, or with on-premise kiosks and tablets, and view customer feedback on the DropThought Manager dashboard via the web and mobile app. Customer feedback is then instantly sent to businesses, allowing them to quickly address issues on the fly.
Mangers can use DropThought to market positive customer feedback on social media sites, as well as to improve brand presence and social media scores on sites such as TripAdvisor and Yelp. Instant alerts allow managers to quickly reply to customers directly from their mobile phones.