Romain Mazeries: An innovative way to put back clients in the center of our strategy

"We’ve used the powerful tool of Talkwalker not only to listen to social media, but to listen to the voice of customers internally" says Romain Mazeries. This has provided the company with further insights into their consumers, and enabled MANGOPAY to action the voice of the customer across their business.

Transcript

"By scaling up, we lost the link with our customer. That’s why we decided, we dared, to innovate and to build a product with Talkwalker to better listen to the voice of the customer.

What does it mean?

It means that we’ve used the powerful tool of Talkwalker not only to listen to social media, but to listen to the voice of customers internally, by connecting our ticketing solution, CRM solutions, CSAT, and eNPS through Salesforce Connector and many more to get the voice of the customer in real time.

So listening to this customer, gathering all this data is great, but what to do with it after that?

What’s impressive with this project is we built it at the beginning for the support team, and now it’s driving a road map, used by our CSM team. It’s also used by our accident management team to better detect the incident.

So in the end, we are one of the first ones to use a social listening powerful tool, not only to listen to the social media, but mainly to listen to the information of our clients internally.

So thanks to Talkwalker, we put our clients back at the center of our banking marketing strategies and business strategy. We will use Talkwalker exactly the same way we’re using our BI, except that this voice of the customer will be our customer intelligence."