Clickatell and Dontgo Launch Real-time SMS Customer Feedback Service

????Customers everywhere carry cell phones which now can easily be used to provide honest customer feedback via simple text messaging in real time at the point of service. Dontgo’s innovative feedback service is a prime example of how businesses everywhere can leverage text messaging to better interact directly with their customers and improve the overall customer experience.”

Dontgo provides organizations with several service options for customer care to easily monitor, pre-empt and address service shortfalls. Participating organizations advertise the service in their retail outlets so their customers can provide feedback for their complaints using their cell phones. Customers send the keyword, “dont” to a specific SMS short code ????34040????, followed by the name of the company and their comment. Dontgo then sends the information via email to subscribers at a nominal cost per month. Non-subscribers are called and provided with alerts at no cost on the first occasion. Industry specific service reports are also available to participating organizations which outline continued service problems and create the opportunity for them to establish a competitive service advantage.

“Our service is designed to help companies build and protect their brand through effective complaints resolution directly from the people who matter most – the customer. With ubiquitous mobile phone use around the globe, the ability to offer instant feedback using SMS makes customer service better,” says Moshe Sohaba, chief executive of Dontgo, who decided to launch this innovative service after a particularly bad holiday experience involving his family, an hour wait for the wrong breakfast, and a very unsympathetic salesperson.

“Clickatell made it easy for us to integrate mobility into our online business by providing its proven online procurement system for easy set up and integration. They also understood how to help us implement best practices around mobile messaging and its infrastructure links us to all major mobile operators, ensuring we have instant connectivity to all our customers,” says Sohaba.

Hot tip from Philip Lunn????. Thanks.