YETI
Trailblazing customer experience
How the innovative outdoor gear manufacturer improved their omnichannel feedback strategy.
GetFeedback allows us to consolidate and synthesize the Voice of the Customer, which is so important as we make data-driven decisions moving forward.
—Stephanie Stafford, Director of Customer Experience, YETI
THE CHALLENGE
Disconnected customer feedback
To meet customers wherever they are and support an expanding product portfolio, YETI captures feedback across multiple touchpoints including web, chat, and email. With so many channels of engagement, the team needed a way to bring disconnected feedback together to better understand their customers.
THE SOLUTION
Unified feedback to optimize CX
With GetFeedback, YETI created a robust customer experience program to better understand their customers’ needs and act on the insights with confidence.
Powerful insight into Customer Satisfaction Score (CSAT) and rep performance
By combining data such as issue type with CSAT and efficiency stats about individual reps such as handle time, the right rep is assigned to the right customer. This way, problems are handled quickly, which leads to greater satisfaction.
Enhancing customer experience across touchpoints
Channel-specific insights help guide efforts to enhance the customer experience across different touchpoints. Based on these insights, YETI has been able to take actions such as adjusting their phone hours and changing their chatbot flow.
Seamless Salesforce integration
With GetFeedback’s native Salesforce integration, feedback is linked directly to custom objects, which allows for highly contextual reports that lead to better business decisions.
THE RESULT
Making data-driven decisions
YETI’s omnichannel customer experience program enhances the company’s customer-first mindset every day. With GetFeedback, YETI is able to identify trends and take swift action to address customer needs, course correct and create lifelong fans of the brand to match products that last a lifetime.
We rely on having agile partners who can be flexible with us. We've needed to pivot really quickly and GetFeedback can pivot at the same pace.
—Stephanie Stafford, Director of Customer Experience, YETI
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