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Frequently Asked Questions
The key to success in B2C is customer-centricity and a swift response to customer needs. 💡
SERMER system - Principle, Opportunity, Mastery
Principle – never annoy the customer, and especially avoid further irritating an already dissatisfied one. 🚫😡
Opportunity – turn a dissatisfied customer into a marketing advantage. 🔄📢
Mastery – ensure that even an unhappy customer recognizes the special respect shown to them. 🤝✨
Opportunity – turn a dissatisfied customer into a marketing advantage. 🔄📢
Mastery – ensure that even an unhappy customer recognizes the special respect shown to them. 🤝✨
What is the innovation behind SERMER Monitor?
SERMER Monitor stands out due to its automatic alerting system using various methods with three threat levels (red, yellow, green) and weekly reporting. No other monitoring system informs users of rating changes or signals threats across such a wide range of messaging platforms as SERMER-M.
What is the innovation behind SERMER Complex?
When fully implemented, our service not only monitors negative feedback and online scoring (ratings and reviews) of your company, services, or products but also automatically responds to urgent customer requests and formulates a resolution strategy within seconds. Our goal is to create a positive information advantage out of any negativity. We eliminate the human factor in customer service & support and provide a checklist response tailored to each request.
How does SERMER differ from other services?
We transform negative feedback into a marketing advantage by responding quickly and publicly resolving simple problems. We minimize template-based responses and strictly limit AI usage. Our system provides rapid decisions to calm dissatisfied customers, positively influences business strategies, and ensures an adaptive checklist eliminating the human factor in support responses.
Why is customer orientation necessary?
It prevents businesses from falling into the Business Decline Spiral, which leads to financial losses, customers switching to competitors, and declining employee retention, making hiring difficult.
How does your system respond to incidents?
An automatic response reducing confrontation is generated within 5–30 minutes. Keywords are then sent to your customer service or support team for follow-up.
Why not just delete negative reviews?
Deleting negative reviews is ineffective. Publicly resolving disputes is a marketing advantage, positioning your company as reliable and customer-focused.
Why aren’t customers leaving positive reviews?
Most customers do not naturally leave positive feedback. Encouraging reviews through reward systems and automating review collection with customer consent increases engagement.
Why should we engage with positive feedback?
Even genuine positive reviews lose value if left unnoticed. Acknowledging them strengthens customer loyalty and reinforces a positive brand image.
How does this impact business strategy?
To maximize SERMERs effectiveness, customer-centricity must be a priority at least within customer service and support departments. Recommendations should be reviewed weekly at the managerial level.
Why do you limit AI usage?
Customers noticing they are interacting with AI often leads to frustration, increased conflict, and further escalation.
How does SERMER influence company strategy?
Customer service and support departments must prioritize customer-centricity. SERMER recommendations should be reviewed weekly at management level to ensure optimal effectiveness.
How is the service different from others?
- Turning negativity into a marketing advantage through rapid response and public resolution of minor issues.
- Minimizing template responses and strictly limiting AI usage.
- Quick decision-making to appease dissatisfied customers.
- Positively influencing business strategy and customer-centric approaches.
- An adaptive checklist that removes the human factor in support or customer department responses.
- Recommendations for resolving disputes with customers.
- Reducing the need for legal mediation by up to 80%.
- Minimizing template responses and strictly limiting AI usage.
- Quick decision-making to appease dissatisfied customers.
- Positively influencing business strategy and customer-centric approaches.
- An adaptive checklist that removes the human factor in support or customer department responses.
- Recommendations for resolving disputes with customers.
- Reducing the need for legal mediation by up to 80%.
How to implement your service?
Implementation has two parts: technical and managerial.
- Technical implementation is quick: just fill out a short form with your company’s registration details and addresses (offline and online). Most data is auto-filled, and monitoring begins. After a week, you can enable the "Strategy" function, set parameters for automated and human responses, and receive personalized recommendations for encouraging customer reviews. You can also enable the "Inspire" function, integrating it with your CRM system (via our API or connecting to over 20 CRMs like Salesforce).
- Managerial implementation requires your customer service and support teams to be ready to interact with SERMER, handle negativity/positivity as needed, adjust compensation or reward strategies, and investigate disputes or negativity at a deeper corporate level.
- Technical implementation is quick: just fill out a short form with your company’s registration details and addresses (offline and online). Most data is auto-filled, and monitoring begins. After a week, you can enable the "Strategy" function, set parameters for automated and human responses, and receive personalized recommendations for encouraging customer reviews. You can also enable the "Inspire" function, integrating it with your CRM system (via our API or connecting to over 20 CRMs like Salesforce).
- Managerial implementation requires your customer service and support teams to be ready to interact with SERMER, handle negativity/positivity as needed, adjust compensation or reward strategies, and investigate disputes or negativity at a deeper corporate level.
How does this impact business strategy?
Effective use of SERMER requires a customer-centric approach in at least your customer service and support departments. SERMER recommendations should be reviewed weekly by leaders of customer service, sales, and marketing departments, as online negativity and positivity directly impact these teams.
How does your system respond to incidents?
Within 5-30 minutes, an automatic response is prepared to reduce confrontation. Keywords are sent to your customer service or support team.
Why not just delete negative reviews?
It’s not effective. Negativity arises periodically in any business, and it’s important to respond to it quickly and correctly. Criticism often helps businesses improve and stay competitive. Remember, constructive or even emotional criticism from your customers is like a free "mystery shopper" service. Quickly and reasonably resolving disputes publicly is a marketing advantage, showcasing your company as customer-centric and reliable to future clients!
What is innovative about the SERMER monitor?
Primarily, its automatic alert system using various methods with three threat levels (red, yellow, green) and weekly reporting. No other monitoring system informs users about rating changes or signals detected threats using such a wide range of messengers as SERMER-M.
What is innovative about the SERMER complex?
When fully implemented, our service not only monitors negative feedback and online scoring (ratings and reviews) for your company or its products/services but also automatically responds to urgent customer inquiries and prepares a resolution strategy within seconds. Our goal is to turn any negativity into a positive information opportunity and a marketing advantage! We eliminate the human factor from your customer service and support departments, providing a response checklist for every inquiry.
How is the service different from others?
- Turning negativity into a marketing advantage through rapid response and public resolution of minor issues.
- Minimizing template responses and strictly limiting AI usage.
- Quick decision-making to appease dissatisfied customers.
- Positively influencing business strategy and customer-centric approaches.
- An adaptive checklist that removes the human factor in support or customer department responses.
- Recommendations for resolving disputes with customers.
- Reducing the need for legal mediation by up to 80%.
- Minimizing template responses and strictly limiting AI usage.
- Quick decision-making to appease dissatisfied customers.
- Positively influencing business strategy and customer-centric approaches.
- An adaptive checklist that removes the human factor in support or customer department responses.
- Recommendations for resolving disputes with customers.
- Reducing the need for legal mediation by up to 80%.
Why is customer-centricity important?
It prevents falling into the so-called "Business Decline Spiral." Customer negativity not only leads to direct losses and customers switching to competitors (in competitive markets) or abandoning products/services (in less competitive markets) but also to less obvious consequences, such as employee turnover and difficulties in hiring (no one wants to work for companies with a bad reputation). In some cases, this spiral can lead to bankruptcy!
Do you write fake reviews like everyone else?
This service is additional and based on real user-generated content (UGC) with actual actions (e.g., mystery shopping, unboxing products, etc.). Of course, if we detect deliberate malicious actions by competitors or others to discredit your company or its products/services, we may take measures, including mass-posting positive content. However, in our standard systematic approach, we do not encourage such practices!
How is it different from automated review response systems?
De-escalation through fast and constructive responses. Automated responses that don’t quickly reduce conflict levels can escalate disputes, especially when robotic, template, or AI systems are misused.
How is it different from automated mediation systems?
Our system specializes in avoiding the mediation process altogether. Publicly resolving negativity is the system’s goal, serving as a way to positively index your company online!
How is it different from ODR systems?
ODR systems are often used post-mediation but pre-litigation. Essentially, they are an extension of mediation at a higher level. Such systems require lengthy processes and involve many people, leading to high costs. However, most customer negativity and issues involve such minor expenses that we don’t recommend mediation, even when the customer is wrong! To reduce costs even in unfair but customer-demanded resolutions, we turn such situations into marketing opportunities!
How to improve online ratings?
Simply addressing negativity and scoring isn’t enough! That’s why our experts provide strategic recommendations monthly to adjust your business concept, improving your company’s image and reputation, as well as its services and/or products.
How to implement your service?
Implementation has two parts: technical and managerial.
- Technical implementation is quick: just fill out a short form with your company’s registration details and addresses (offline and online). Most data is auto-filled, and monitoring begins. After a week, you can enable the "Strategy" function, set parameters for automated and human responses, and receive personalized recommendations for encouraging customer reviews. You can also enable the "Inspire" function, integrating it with your CRM system (via our API or connecting to over 20 CRMs like Salesforce).
- Managerial implementation requires your customer service and support teams to be ready to interact with SERMER, handle negativity/positivity as needed, adjust compensation or reward strategies, and investigate disputes or negativity at a deeper corporate level.
- Technical implementation is quick: just fill out a short form with your company’s registration details and addresses (offline and online). Most data is auto-filled, and monitoring begins. After a week, you can enable the "Strategy" function, set parameters for automated and human responses, and receive personalized recommendations for encouraging customer reviews. You can also enable the "Inspire" function, integrating it with your CRM system (via our API or connecting to over 20 CRMs like Salesforce).
- Managerial implementation requires your customer service and support teams to be ready to interact with SERMER, handle negativity/positivity as needed, adjust compensation or reward strategies, and investigate disputes or negativity at a deeper corporate level.
Impact on strategy? What management decisions should we make?
Effective use of SERMER requires a customer-centric approach in at least your customer service and support departments. SERMER recommendations should be reviewed weekly by leaders of customer service, sales, and marketing departments, as online negativity and positivity directly impact these teams.
Why do we limit AI usage?
Simply put, customers realizing they’re interacting with a robot almost always leads to irritation, increased conflict, and further escalation.
How does your system start communicating with customers during incidents?
Within 5-30 minutes, an automatic response is prepared to reduce confrontation. Keywords are sent to your customer service or support team.
How do SERMER operators and robots know what to respond?
Based on your company’s specifics and the information provided when enabling the "Strategy" mode.
What to do if there are too many reviews?
If there are many organic reviews (both positive and negative), we recommend thoroughly addressing the negativity or maintaining a fast, high-quality response level if already handled. For non-organic reviews (negative or positive) resulting from unfair competition, we use legal and technical means to remove them.
Why don’t customers leave positive reviews?
It’s a complex issue—most people don’t write positive reviews. To encourage this, we recommend two strategies: rewarding reviews and automating their posting by allowing the use of customer feedback shared with staff.
Why work with positivity?
Positivity varies. Sometimes it looks like artificial rating inflation, which can breed distrust. However, even natural positivity can reduce the quality of perception if the company ignores it!