A new Indiana-based startup has created a way for businesses to improve its customer service and for patrons to share their experiences with management.
“Peoplocity is a way for consumers to communicate with businesses with a mobile app,” said George Klein, founder and CEO of Peoplocity. “Businesses can see and respond to messages often in real time.”
Klein said when consumers have questions or concerns they get frustrated when they can’t easily find someone to help them, which results in lost business and negative word of mouth advertising.
“The Peoplocity app allows consumers to privately message businesses with any problems, praise, questions and comments they might have had during their experience,” Klein said. “Business managers can see complaints like the restroom is dirty or compliments on how Suzie is doing a good job. It’s a great visual into the customer experience.”
Klein said that 70 percent of the time, consumers who have issues leave and take their business elsewhere.
“It’s one app to message any business anytime,”
Klein said his app is different than other public review websites because there are no authenticity issues. Customers also can reach out to businesses that are not signed up.
“It’s private. You are reaching out to a business you care about,” he said, adding that 70 percent of the time, consumers who have issues leave and take their business elsewhere. “It’s one app to message any business anytime.”
The app is not all bad news though as Klein said 65 percent of the messages are positive.
“It’s about people really being engaged,” he said. “We found two-thirds had something nice to say.”
Klein said the app works for large and small business.
“Small businesses have to deliver a better customer experience. It’s critical to their survival,” he said. “Owners are there often and it’s important to know feedback. The app allows those who might not want to say something right to their face.”
“A competitive advantage for lots of small businesses is service,” Noblesville Chamber President Bob DuBois
said. “They can’t always compete on price but they can on service. This is a very simple tool that allows businesses to get customer feedback quickly in a private manner.”
Klein said Noblesville was chosen as a concentrated marketplace result of its diversity with businesses along Ind. 37 and Ind. 32, Hamilton Town Center, downtown and on the west side of the city.
“We were looking for a way to enhance the quality of life in Noblesville,” Klein said. “To build a community of business that care about customer experiences … It helps us get exposure and they get firsthand reaction. It is connecting businesses and consumers and embracing technology and startups.”
Peoplocity has partnered with Noblesville Main Street and the Noblesville Chamber of Commerce in its endeavor.
“It allows Noblesville customers to say, ‘We care about our businesses.’ They need our feedback and constructive criticism,” Klein said.
DuBois said the chamber was looking for an app or two from a local business that it could highlight to companies to use its service as part of the organization’s Tech Tuesday initiative.
“At the same time, Peoplocity was looking for a community. We both kind of strategically stumbled on each other for somewhat similar reasons,” DuBois said.
Peoplocity is planning to expand the app into other Hamilton County and Central Indiana locations this year, including Conner Prairie.
Business owners can register their company for a free trial of the service through Peoplocity’s website, www.peoplocity.com. The Peoplocity app, which launched in June, is available to download from the App Store and on Google Play for Android users. For more information, call 550-7670 or visit www.peoplocity.com.
