Traede strengthens customer satisfaction with nps.today
Challenge
Traede’s NPS measurement solution was inflexible and difficult to customize, resulting in insufficient insights. A change of phone system became the practical trigger for finding a new approach.
Solution
Traede chose nps.today, which — through integrations with both Zendesk and Telavox — made it possible to gather all customer satisfaction measurements in a single solution.
Result
Today, Traede receives more responses to their surveys. They have gained a more accurate picture of customer satisfaction, and the data is easier to work with and act upon.
Streamlining Operations for B2B Lifestyle Businesses
Traede is a digital platform aimed at B2B companies trading physical lifestyle products. Through technology, Traede helps small and medium-sized fashion and lifestyle businesses streamline operations, simplify internal processes, and reduce costs. This gives Traede’s customers the freedom to focus on what they are passionate about: great products and excellent service.
Customer satisfaction measurements in one unified platform
A new phone system was the practical reason why Traede began looking for a solution to measure NPS on phone calls. In their previous setup, this functionality was built in, but switching to Telavox meant they needed to find a new solution.
Synergy from having all measurements in one solution
Traede was satisfied with Zendesk’s built-in functionality for measuring customer support satisfaction, but still chose to run all satisfaction measurements through nps.today. They experience clear synergies from having data from both Zendesk and Telavox collected in one solution.
More responses provide a more accurate picture
For Traede, switching to nps.today has not only made the measurement process easier, but has also resulted in more responses.
“Our old solution was difficult to customize. For example, every phone inquiry triggered a survey that was sent to the customer, which was often irrelevant for us and annoying for the customer — and we couldn’t change it. Today, I can customize both the criteria for triggering surveys and the content we send out. As a result, more people respond to our surveys, giving us more data and a more accurate assessment of customer satisfaction,” says Niklas Joensen.
Acting on what matters — without spending unnecessary time
In a busy day-to-day environment, it’s important to Niklas Joensen that the solution simply works and is easy to use. He needs access to the numbers and insights behind them, but it has to be effortless.
About TRAEDE
Traede is a digital platform aimed at small and medium-sized B2B companies trading physical lifestyle products. The solution is a fully developed ERP platform that streamlines operations and simplifies internal processes, allowing users to stay focused on delivering products and great service.
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