Solutions - Customer Experience
Transform crisis moments into loyalty moments.
CX managers, experience directors - the best time to earn loyalty is when something goes wrong. We help you turn disruptions into moments of care.
The opportunity
The best time to earn loyalty is when things go wrong.
A cancelled flight. A delayed train. A broken product. These are the moments that define your brand in your customer's mind. 87% of customers say they are likely to avoid a company after just one bad experience. But the reverse is also true - handle the crisis well, and you create a loyal customer for life.
Most companies fail at this because they rely on overwhelmed desk agents, manual processes, and fragmented tools. The passenger stranded at 2am needs a hotel, a taxi, a rebooking - not a phone queue. The customer with a broken product needs a replacement or refund - not a 6-week email chain.
SNCF, France's second largest transport company, went from 1.5/5 to 4.7/5 satisfaction using our platform. That is +313%. Desk requests dropped by 70%. OTA service costs dropped by 26% on a 15 million euro budget. These are not projections - they are results.
How it works
From disruption to resolution in minutes.
Disruption detected
The system ingests disruption data automatically. Affected customers are identified and segmented by urgency.
Unique link sent
Each customer receives a personalized SMS or email with a unique link. No app required, no account creation, no cash advance.
Self-service resolution
Hotel booking via Booking, taxi via Uber or Karhoo, flight or train rebooking - all from one link, with budget controls.
Feedback collected
Automated post-experience satisfaction survey. Real-time tracking of resolution quality and customer sentiment.
SNCF - proven results
+0%Results that matter
What we solve
- Passenger care during disruptions
- Post-incident satisfaction recovery
- Reducing desk overflow
- Consistent experience across channels
What we deliver
- Unique SMS/email link - no app, no account
- Self-service hotel, taxi, rebooking
- Real-time tracking and feedback
- Automated post-experience feedback collection
- +313% satisfaction achieved at SNCF
Case studies
SNCF
Instant passenger care at scale