The startup launched Square Feedback on Tuesday, a new service that allows merchants to receive instant customer input as part of the payments process.
Here's how it works:
After a merchant conducts a transaction using Square's credit card reader, a customer can opt to receive a receipt by text or email. Those who do so will be prompted to answer the question "how was your experience?' by clicking on a smiley or frowning face (which are, incidentally, a bit reminiscent of those "thumbs up" icons you use to "like" posts on Facebook.) Patrons can also give details about their visit or start a conversation with the business.
Merchants receive an email when a customer leaves a comment and can follow-up, troubleshoot or resolve issues directly through the Square Dashboard. The service costs $10 a month, but interested businesses can sign up for a free 30-day trial period.
Will customers actually provide feedback?
Square says it launched Feedback to allow businesses to keep customers happy, make better decisions and protect their online reputations.
The service could easily appeal to merchants since it gives them the opportunity to address complaints in private -- and not on a public review site like Yelp.
But "the big questions for Square clients who purchase this additional service is, will their customers actually provide feedback?" asks David Gerbino, a digital and database marketing consultant. "I think they will. By making the service request part of the digital receipt, Square has helped remove a large portion of the friction that exists for collecting" this type of input.
Gerbino predicts businesses using the service will initially receive a high customer response. However, "over time it will dwindle so it will be up to Square and the business owner to find ways to keep it top of mind," he says.
Square's latest offering shouldn't come as a surprise. CEO Jack Dorsey urged retailers to redesign receipts around customer engagement at the National Retail Federation Expo in January.
Want to know more ways to score better customer service? Here are five tips.
Would you provide feedback to a business via a digital receipt? Do you wish receipts generally were more engaging? Let us know in the comments section below!
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