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CustomerGuardian is a site which allows both demand and supply to understand each other and cater to the customer needs in a fulfilling and rewarding manner. And if there are grievances or dissatisfaction, then the demand and supply entities can resolve them amicably through the platform itself. That’s not enough, both demand and supply entities can analyze their transactions, understand and measure success and improvement areas through social networking.
Understand demand – The demand lifecycle begins with “I wish” (Stage 1), progresses with “I want” (Stage 2), if terms are favorable it leads to “Purchase” and thus the product / service becomes “I have” (Stage 3) for the customer. The website allows customer to graduate to different stages; pick any stage of his choice and network with community members to understand and share their product experience, announce purchase and also share wish list, thereby making this platform a “virtual gift mall”
Understand supply – The product details can be detailed by manufacturers (brands) and retailers which allows them to run marketing / advertisement campaigns. Also the customer database with product details could be used to plan new product features, improve customer service, rectify / roll back any products which do not meet the brand’s promise / commitment.
Fulfill the demand – The platform offers in-house deals / best bargains for the customer to make a purchase via payment gateway. Also, the customer could make a purchase by routing the order seamlessly through Amazon, Flipkart, etc.
Product complaint / grievances – You can now hold these “biggies” responsible and demand service levels wherever you think is necessary. Are you looking for some product in the market? Are you unable to find it? Make a wish by going to our I Want section and we will bring the product to you!
The website allows customer to voice any discontent related with product performance or product service purchased from a brand or retailer. The complaint details with relevant documentary proofs can be uploaded to register a complaint. CustomerGuardian ensures that the complaint details are forwarded to the brand or retailer. The customer has an option to request follow up services from CustomerGuardian, for which a nominal fee. With follow up services, CustomerGuardian, coordinates with brand / retailer and ensures that the customer receives response against the product non- performance, is resolved on best effort basis.
Networking – The website enables niche group to network– share product experiences; voice grievances; announce – wish, want and have with community members. Also, the website seamlessly connects other social media Facebook, Twitter, etc., and also allows customers to update their status to share what they “wish/ want / have”. This influential announcement via status update induces push sale through virtual gift mall (as wish / want can be fulfilled by friends / family) and sheer excitement of making an announcement (addition to “have” list) and creates enthusiasm to buy products closer to the release / buy based on reviews shared by community members.
Analytics – Voice of customer is an important indicator of success of the product and need for improvements if any. The website allows brands and retailers to analyze the customer preferences and satisfaction levels. Further the customer could also analyze his / her wants, wish, spends thereby manage finances better. In the next phase, brands / retailers can assign customer service executives for complaints, monitor their performance, and escalate if expectations are not met.
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