A couple of days back, Square removed its wallet from iOS and Android, in place of Pickup App. Just a day later (May 13th, 2014) the company introduced Square Feedback for its users. This new offering converts digital receipts into a powerful channel between sellers and buyers, says the company. Jack Dorsey, CEO of Square had spoken about ‘Feeback’ during his keynote at NRF (National Retail Federation).
“The receipt should be more than just a list of what a customer bought. Digital receipts are a natural platform for communication,” stated Seller Product Lead, Gokul Rajaram, in a press release. “We’re designing them to add value to the customer experience and extend the interaction between the buyer and the seller,” he added.
How does it work?
- Users who make purchases from a Square seller can choose to obtain their receipt through text or email.
- With the tap of a button, a users can answer the question “How was your experience?,” provide details, and decide whether to start a conversation with the business.
- Square sellers receive an email alert when a user leaves a comment and can respond directly through the Square Dashboard to ask follow-up questions and correct mistakes or misunderstandings.
- Sellers can manage customer feedback in their Square Dashboard and check it from anywhere in real time.
- Square Feedback prompts users to send feedback on their experience directly to the business owner via digital receipt.
- Sellers can also respond directly to users, resolve issues one on one, and protect their reputation.
- Square says that it delivers over 10 Mn digital receipts every month.
“Because Square Feedback is so streamlined, we're processing feedback with each transaction rather than waiting for clientele to post a public review, “ said the owner of Koshland Pharm: Custom Compounding Pharmacy in SF, Peter Koshland, in the same release.