This slide deck explains how Eco works for a business and how it helps companies become customer attentive ... So much so that their referrals grow through word of mouth (online & offline) and customer churn reduces dramatically.

1. Eco Consumer Services
‘Always on’ Customer Satisfaction

2. 2
About Us…
We help business growth the number of referrals they can
get (online and word of mouth) and reduce their customer
churn.
Our customers achieve this by implementing our software
that helps them interact with their consumers in a much
more attentive, convenient and quicker way.

3. Business
Customer
We
offer
a
so*ware
pla.orm
that
facilitates
communica7on
between
guest
and
the
business
Submit
Requests
&
Feedback
Collect
Requests
&
Feedback

4. Real time Alerts & Service Rewards & Loyalty
Online Reviews &
Content Syndication
Recovery
Satisfaction Reports &
Customer Intelligence
The
Pla.orm
contains
a
rich
feature
set
to
help
businesses
collect
customer
feedback
&
service
requests
conveniently
and
in
real
7me
and
generate
value
from
such
data
Business
Multichannel Feedback &
Request Collection
Submit
Requests
&
Feedback
Collect
Requests
&
Feedback
Customer

5. Eco
manages
customer
engagement
across
the
en7re
experience
cycle.
Customer Order
Pre-­‐Experience
Request
Processing
Invites
to
share
preferences
prior
to
experience
Start of Experience
In
moment
Feedback
invita?on
Invites
to
quickly
share
if
something
goes
wrong
End of Experience
Post
Experience
Survey
Sharing
email
SMS/Voice
Invites
to
provide
feedback
a*er
the
experience
email
Reply
to
Survey
w
Sharing
Invita?on
Replies
to
posi7ve
feedback
and
asks
to
share
email
Business
Customer

6. Eco
manages
customer
engagement
across
the
en7re
experience
cycle.
Customer Order
Pre-­‐Experience
Request
Processing
Invites
to
share
preferences
prior
to
experience
Start of Experience
In
moment
Feedback
invita?on
Invites
to
quickly
share
if
something
goes
wrong
End of Experience
Post
Experience
Survey
Sharing
email
SMS/Voice
Invites
to
provide
feedback
a*er
the
experience
email
Reply
to
Survey
w
Sharing
Invita?on
Replies
to
posi7ve
feedback
and
asks
to
share
email
Business
Customer
…but
our
sweet
spot
is
listening
and
reac7ng
to
feedback
and
requests
before
the
customer
is
fully
served

7. High ability Ability to influence outcome
…impacts the
outcome over here.
High Impact
Experience Life Cycle
7
From Online Reputation Management to Real Time Service Recovery
Customer Experience Cycle
what happens here…
Low ability
Being
able
to
recover
before
service
comple7on
is
important
because
it
also
drama7cally
impacts
online
referrals
Order
Experience
Completion
Share
Order

8. Real time Alerts & Service Rewards & Loyalty
Multichannel Feedback
You can invite customers and collect
feedback and customer requests via SMS,
email surveys, Mobile forms, in room calls,
Paper Survey scans. The emphasis is to
avoid downloads and logins for the
customer.
SMS Feedback/Requests
Mobile Form
Desktop Survey Forms
Voice based Feedback Calls
Comment Card Scans
Online Reviews &
Content Syndication
Recovery
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection

9. Real time Alerts & Service Rewards & Loyalty
Recovery
Unified Messaging & Inbox
Online Reviews &
Content Syndication
No matter how customers choose to send
you requests or feedback, it all comes
together in a simple application for you.
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection

10. Real time Alerts & Service Rewards & Loyalty
Text Message from Customer:
‘We were extremely upset
about the service we received.
The place looked completely
different than on the internet!’
Real Time Alerts & Service Recovery
Alert appropriate staff members in real
time when Eco’s Ai engine detects
urgency to react based on the
customer’s message
‘Bad
Internet
Review
Threat’
‘Distressed
Customer’
Online Reviews &
Content Syndication
Alert GM
Alert Customer Relations
Recovery
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection

11. Real time Alerts & Service
Recovery
Online Reviews &
Content Syndication
Rewards & Loyalty
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection
Online Reputation Monitoring
Track 22 review sites that contain
business reviews and analyze what is
being said online.
Yelp/Foursquare/twitter/
Tripadvisor/ booking.com/
hotel.com/zagat/yellowpages/
opentable…

12. Real time Alerts & Service
Recovery
Online Reviews &
Content Syndication
Rewards & Loyalty
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection
Drive adoption with rewards
Reward your guests with benefits or
with a small donation you make on
their behalf for engaging and sharing
with you

13. Real time Alerts & Service
Recovery
Online Reviews &
Content Syndication
Rewards & Loyalty
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection
Understand
see your business from the eyes of
your guests and understand what
needs improvement

14. What our Customers Experience
14
From Online Reputation Management to Real Time Service Recovery
Reduction of negative reviews
Businesses
using
Eco
see
a
reduc7on
of
their
cri7cally
nega7ve
reviews
by
40%
Eco
reduces
CNR
by
40%
CNR:
‘Cri?cally
Nega?ve
Reviews’.
These
are
1
or
2
star
reviews
out
of
a
ra7ng
scale
of
5.
Why
are
CNR
important?
When
consumers
book
online,
CNRs
have
the
most
deterrent
effect.
40%
7.5% of all reviews (before Eco)
4.5% of all reviews (after Eco)
Share
of
1-­‐2
star
reviews
across
all
review
sites

15. 15
Where we are
Eco serves customers globally
Miam
i
Offices
| Singapore, Austin, Miami
Installations
| 220 in 4 continents
Shareholders
| Privately held, venture backed
US
HQ
Aus7n
Marke7ng
Sales
Office
Singapore
Global
HQ
Development
7
20
220
Jan‘13
Sep‘13
Jun‘14
Number
of
Customers
running
on
Eco

16. Take a look at a quick demo
www.geteco.com/demo6
5 min

17. www.geteco.com
Call or send a text message to
(305) 7225817