Sweetwater says its customer-service technology and internal processes have helped it reach a Net Promoter Score of 92. The musical instrument and professional audio retailer described the systems in an Oct. 13 news release.
Its customer data platform combines purchase history, service information, website activity and observations from sales staff. Sweetwater said the shared customer profile helps employees prepare for conversations and understand how new equipment will fit into a customer’s existing setup.
The company also uses a system called Pulse to analyze patterns across customer calls. According to the release, the findings inform staff training and changes to operations. Customer comments and emails are reviewed for individual concerns and broader trends.
The retailer described additional tools for matching customers with sales staff who have relevant musical experience, checking orders through fulfillment and recreating customers’ equipment configurations in a technical-support lab.
The workflow graphic supplied with the release includes an example dashboard showing 91. The newer score reported in the release is 92.
For more information, visit sweetwater.com.
