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ServiceDock Review

ServiceDock
Our score: 8.0 User satisfaction: 100%

What is ServiceDock?

ServiceDock is a customer communication solution built for brick and mortar businesses with multiple locations such as retail stores, entertainment groups, and restaurant chains. It helps these businesses do two things to improve CX and build customer loyalty:

1. Gather and manage customer feedback from which they can derive high quality and highly actionable business insights. It uses messaging apps to capture location-based feedback, helping businesses gather data on how individual stores are performing and build customer insight across the chain. It also makes following up easy so businesses can turn detractors into brand ambassadors and promoters.

2. Connect store staff with local consumers, thereby building rapport and trust between them and the local community. The software does this by allowing businesses to engage their customers at outlet level via popular messaging apps customers already have on their smartphones (e.g. Facebook Messenger).

Overview of ServiceDock Benefits

ServiceDock delivers a new approach to getting customer feedback that they can analyze and extract business insights from. It enables your business to engage your customers the same way they would engage their circle of friends and loved ones – via social media.

With ServiceDock, you can send short interactive surveys to your customers through social messaging apps such as Facebook Messenger. This is a very effective practice as many of your customers are using Facebook Messenger and other messaging apps as a communication tool for both business and personal communication.

Messaging apps have built-in engagement tools that enable ServiceDock to gather all the data it needs to make detailed feedback analysis. On top of that, messaging apps make it easy for your business to make follow-ups on your customers without having them give their contact details.

Customers can also message your stores through their messaging apps or your own web messenger, speeding up the communication processes and effectively closing the feedback loop. This feature empowers your store managers and franchisees to address issues and respond to queries form their local customers.

Simply put, ServiceDock provides your brick and mortar business with a solution that enables them to capture customer feedback and data without any difficulty. It gives a new dimension to the way they engage their customers, which allows them to know their consumers better so they can deliver better customer experience without having to rely heavily on in-store service and phone calls to engage.

Overview of ServiceDock Features

  • Alerts/Escalation
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Customer Database
  • Customer Experience Management
  • Inbox/Queue Management
  • Live Chat
  • Surveys and Feedback
  • Trouble Ticketing

What Problems Will ServiceDock Solve?

1. Capturing feedback in physical locations

John runs an outlet of a large fast-food chain. There’s a new kid on the grill and he’s not putting two beef patties in the double cheeseburger. Mary orders a double cheeseburger and notices that there’s only one patty. She’s not one for confronting people but she sees a sign seeking feedback on her table. She scans the Messenger Code and answers the questions and explains what happened. John gets a notification on his ServiceDock app that a customer has provided negative feedback and on checking with the new employee identifies the problem, thus preventing the issue affecting more customers.

2. Closing the feedback loop

John responds quickly to ask Mary if she is still in the restaurant. She responds that she’s just about to leave. He comes out from behind the counter and identifies her from her profile image. He apologizes for what happened and sends Mary a voucher for a free meal on her next visit. Mary leaves thinking what a wonderful experience that was, rather than dwelling on the fact that her burger was missing a patty.

3. Store-specific customer service via messaging

Carlo buys a fancy digital camera in an electronics store from Ben who works on the shop floor. Carlo brings it home but despite Ben showing him how to fit the zoom lens in the store, he cannot manage to attach it. He clicks on the store-specific messaging link on the company’s store locator and messages the store explaining the problem. He mentions that he dealt with Ben. Ben sees the message in his ServiceDock app and responds to Carlo with a short video demo explaining how to fit the lens. Carlo manages to fit the lens and is thankful he didn’t have to return to the store to get it sorted.

Awards & Quality Certificates

This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
An award given to products that have recently entered the market but are already becoming very popular

ServiceDock Position In Our Categories

Knowing that businesses have distinct business wants, it is only sensible that they steer clear of picking an all-encompassing, “perfect” system. Be that as it may, it is difficult to chance on such an app even among well-known software solutions. The practical thing to do should be to list the different main functions which entail consideration like important features, pricing, skill ability of staff, business size, etc. Then, you must perform your product research systematically. Browse over some of these ServiceDock evaluations and explore each of the software solutions in your list more closely. Such detailed product investigation ensures you weed out ill-fitting apps and select the system which includes all the benefits your company requires to achieve growth.

Position of ServiceDock in our main categories:

TOP 100

ServiceDock is one of the top 100 Customer Experience Management Software products

If you are considering ServiceDock it could also be beneficial to investigate other subcategories of Customer Experience Management Software listed in our base of SaaS software reviews.

Every enterprise has different needs and requires an application that can be customized for their size, type of staff members and buyers, and the particular industry they are in. For these reasons, no system can offer perfect functionality off-the-shelf. When you search a software app, first be sure what you require it for. Read some ServiceDock Customer Experience Management Software reviews and ask yourself do you desire basic features or do you require sophisticated features? Are there any industry-specific functionalities that you are searching for? Get the answers to these queries to assist your search. There are plenty of aspects that you need to consider and these include your finances, specific business wants, your organization size, integration needs etc. Take your time, check out a few free trials, and finally zero in on the platform that provides all that you want to boost your company efficiency and productivity.

How Much Does ServiceDock Cost?

ServiceDock Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Contact ServiceDock for information about their basic and enterprise pricing offers. You can also submit a request for a demo to see if the software is a perfect fit for your business.

User Satisfaction

Positive Social Media Mentions 2
Negative Social Media Mentions 0

We realize that when you make a decision to buy Customer Experience Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and ServiceDock reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with ServiceDock. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are ServiceDock pricing details?

ServiceDock Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Contact ServiceDock for information about their basic and enterprise pricing offers. You can also submit a request for a demo to see if the software is a perfect fit for your business.

What integrations are available for ServiceDock?

ServiceDock integrates with Zendesk and plans to add more in the future.

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Reviewed By Louie Andre
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