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ServiceDock REVIEW

Customer Experience Management Software

No user reviews
USER SATISFACTION 100%
OUR SCORE 8.0

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

ServiceDock Position In Our Categories

Position of ServiceDock in our main categories:

50

ServiceDock is one of the top 50 Customer Experience Management Software products

50

ServiceDock is one of the 50
Customer Experience Management Software products


If you are interested in ServiceDock it may also be sensible to analyze other subcategories of Best Customer Experience Management Software gathered in our database of B2B software reviews.

It's essential to realize that hardly any app in the Customer Experience Management Software category is a perfect solution that can fulfill all the goals of various business types, sizes and industries. It may be a good idea to read a few ServiceDock reviews first as certain software may dominate just in a really narrow set of applications or be prepared with a very specific industry in mind. Others may work with an intention of being simple and intuitive and consequently lack complex functions needed by more experienced users. There are also apps that cater to a broad group of users and give you a complex feature set, however this in most cases comes at a more expensive price of such a solution. Ensure you're aware of your requirements so that you choose a service that has exactly the elements you search for.

How Much Does ServiceDock Cost?

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

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.

POSITIVE SOCIAL MENTIONS

2

NEGATIVE SOCIAL MENTIONS

0

Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
Pricing Model
  • Quote-based
Customer Types
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are ServiceDock pricing details?

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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