Today’s markets are full of competition and it’s very difficult to sustain in the market with traditional business model. There are a lot of choices for customers and winning their trust can only help in sustaining in the market. Customer feedback is very important factor for a business in context of improving their performance and goodwill. FellaFeeds is a provider of customer feedback solutions and currently catering this emerging opportunity across various market effectively. In a recent conversation with DT, Mr. Ravi Shankar Bilochi, Founder & CEO of FellaFeeds spoke over their business model and significance of their software. Read below the excerpts:
DT: How do you see the establishment of FellaFeeds in today’s digitally growing market conditions?
Mr. Ravi: In today’s scenario, taking customer feedback is more than an activity. Any business cannot afford to lose out on any opportunity due to lack of customer feedback and engagement platform. And in order to keep up with this new kind of “always-connected” customer, every business is embracing or looking for a technology which delivers an unmatched customer experience.
And here comes the FellaFeeds to solve all their concerns related to customer feedback management, with the ability to monitor and analyze the digital feedbacks based upon huge analytics for the offline store. FellaFeeds gives store (offline store) owners or businesses an opportunity to get insights of a customer’s preferences and expectation and on-going activities while visiting them, in the form of feedbacks and they can remarket them using online platform designed by the FellaFeeds.
Within the short period of time FellaFeeds has been appreciated by 100+ clients across many industries which include- salons, restaurants, Dry cleaning services, car service centres, Hospitality, etc. for building a cost and time effective tool to gather feedback in between their daily business chores & operations. This solution also getting positive feedback from customers as its simple to register their feedbacks.
DT: Please brief about your business model. What kind of support a business can get from FellaFeeds software?
Mr. Ravi: FellaFeeds enables offline stores to get Customer’s feedback on digital devices and build their business on the basis of processed information. Currently, we are offering subscription models starting from 1000 to 10000 Rs per month depending on the size and need of the business. It also provides them easy access to digital advertising platforms like Facebook and AdWords to market and re-market their product/services to the effective target audience in a convenient manner.
The employee takes the feedback on the app installed in the tablet provided by us. This enables the business to track feedback in real-time and initiate actions like negative alerts and daily reports as and when required. Once the data reaches the CRM, the software processes and presents it in an attractive way which easy to comprehend and can be used for remarketing purpose in terms of SMS, EMAIL, Loyalty Program, Facebook and Google Ads and promotions.
In short, FellaFeeds helping businesses to transform their workplace productivity & engagement. And they can enjoy an edge over the competitors by knowing their customers.
DT: What is the USP of FellaFeeds software? How does it serve to diverse business requirements?
Mr. Ravi: The USP of FellaFeeds lies in its core to keep a close look on the customers’ experiences and grievances on every single visit. This data helps the businesses to analyze the performance and take corrective measures to send their customers satisfied on their next visit.
Also, the collected data is frequently used to increase business via reminders/recall campaigns, promotional campaigns, offers, vouchers, Birthday and Anniversary wishes, special day announcements, loyalty points redemptions, expiry, etc.
We have saved a lot of cost for our client on social media front by automated creatives, the good/positive feedback can be used as an auto-generated video to attract new customers, Gif and Image creatives which can be shared and scheduled on social media helps to market their services effectively.
DT: What are your growth roadmaps for coming years especially in India?
Mr. Ravi: We see FellaFeeds as 1st choice of any offline business for any kind of customer management and marketing needs, where we are helping them to connect to their customers through both online and offline platforms. As shared earlier, we have a different subscription model to choose from depending on the requirements. As of now FellaFeeds offering different features like Negative feedback alerts, customer reports, employee/staff/department performance reports, reports based on Email, SMS and online promotions. And business can choose them as per their requirements.
Our developing team is also working on new features that could be added to the software in the coming year or so, which will be giving more in-depth information about customers, their preferences etc our clients. We are also focusing on the AI aspect. As artificial intelligence (AI) is progressing rapidly and it will really give us more boost. Initially, we are planning to incorporate Face recognition feature, video content creation and Integration with Swiggy, Zomato, Google and Facebook reviews.
So, we are hoping to have more demand in coming years as we offer an opportunity to businesses to engage modern buyers, and deliver on their expectations of a seamless customer experience regardless of channel or place.
DT: Who is your targeted audience for this software? How are you planning for a better approach toward your customers?
Mr. Ravi: We started out by onboarding restaurants, moved to salons and now are catering to dry cleaning services as well who has regional and national level setups. Going ahead FellaFeeds is looking forward to opening gates to many more service industries, keeping the software flexible by making additions and changes wherever required. We plan to onboard coworking spaces, hotels, car cleaning and services, retail shops, Jewellery showroom, cinema halls and a lot more not only within the Indian boundaries but globally as well.
A lot of businesses have been underestimating the importance of digital customer feedback system. They fail to comprehend that it is essential when it comes to generating new business leads and retaining loyal customers. We @FellaFeeds believes that taking clients onboard is just a one step to our destination, as without knowing the power of customer feedback management clients could not leverage the complete benefit of FellaFeeds software. So once the business joins us, we make sure that our expert team visits the client suggested offices/showrooms educate the staffs and make them pro with FellaFeeds features. As it is essential for employees to know how to conduct themselves in a business environment, and it is considered to be crucial.
Our engagement at every level gives our clients more confidence in our product. And it encourages us to do more for our clients. As the client's satisfaction is our ultimate goal to achieve.
