HAPPYORNOT EXPANDS DIGITAL FEEDBACK SERVICE

Globally recognized feedback company empowers businesses with an online presence to capture even more feedback from customers and employees

HappyOrNot, the world’s leading customer experience management solution, relied upon by the likes of McDonald’s, Amazon, and JACK & JONES, today announced a significant expansion to its suite of digital feedback collection services that forms part of its leading-edge Smileys portfolio.  

HappyOrNot’s Smiley Digital products are enabling companies with an online presence to receive feedback from customers, visitors, partners, and employees. Using the high response rates, businesses can utilize HappyOrNot’s intuitive and interactive reporting service to quickly pinpoint problems, uncover causes, and make improvements that are not only informed by data, but can crucially be tracked and measured too.  

 “While we are known the world over for our instantly recognizable Smiley Terminal and Smiley Touch feedback devices, we have long led the way in digital feedback collection. We continue to innovate and invest in both our digital and physical feedback-collecting products, with the new Smiley Digital products complementing our existing range of digital and physical products, and thus further extending our leading-edge versatility. Today is an important day for the company as we significantly expand our digital product line, providing companies with even more ways to collect the data that can lead to critical improvements being made.”  HappyOrNot CEO & founder Heikki Väänänen said.

With the company experiencing an increased demand for omnichannel solutions from existing and prospective customers, and with worldwide retail ecommerce sales set to reach $4.9 trillion by 2021 (according to Shopify Plus), HappyOrNot is expanding its digital suite to cater to different business requirements by introducing the following digital ensemble:

· Solo – The Solo is a purely digital survey solution that enables seamless feedback for virtually any physical or digital touchpoint. It is a fully digital standalone survey solution that enables seamless feedback in digital experience touchpoints, including emails, SMS messages, digital receipts, and apps. It can also be used for physical feedback collection, however, with examples including receipts and QR code placements.

· Embed – Surveys can be integrated into mobile apps, web pages, online stores, and intranet pages. HappyOrNot’s Embed can be easily implemented with a ready-made JavaScript code, while response rates can be increased with optimal placement. The Smiley Digital Embed panel can be placed at certain experience points that companies need to receive feedback on, such as a product search page or shopping cart. 

· Pop-up (formerly Web Smileys) – Smileys can be added as a pop-up on any web page, online store, or intranet page, and boast an 80% response rate. The Pop Up can be used, for example, at the end of the customer journey (such as on the ‘thank you’ or checkout page) and allows customers to provide feedback on their overall experience. 

Follow-up questions, which allow respondents to access more detailed highlights/pain points, are provided along with all these digital products. This feature is further complemented with Intelligent Reporting, wherein Feedback results are analyzed 24/7 in HappyOrNot’s online dashboard, providing clients deeper analytics of both customer and employee feedback.