Speetra earlier this week launched pulseM, a voice-centric QR code application for gathering customer and employee feedback.
PulseM allows smartphone users to capture a specially designed QR (quick response) code, which triggers the pulseM application and lets users speak their comments rather than fill out an online form or take a survey. It offers an immediate outlet for compliments or complaints in a variety of situations.
Once the user speaks his comment, within seconds the comment is received by the sponsoring company as an audio file. With optional analytics, including sophisticated sentiment analysis based on tone and keywords, companies receiving many pulseM messages can see precisely how their customers or employees feel about them.
"What pulseM does is overcome the problems connected with most feedback options," said Pawan Jaggi, founder and CEO of Speetra, in a statement. "Customer surveys are usually too involved and fail to capture people's immediate reactions, and written social media comments can't accurately capture the person's tone, such as whether they are being sarcastic or not."
PulseM enables a company to present a simple choice (happy-neutral-unhappy) along with the voice comment, or pose specific questions to customers, such as "How was your service today?" Companies can use it to ask employees questions, such as "What do you think about the new benefits package?" Respondents also can offer their comments as text.
Companies using pulseM can leverage the compliments, including the customer's actual comments, in their marketing materials.
"As the world's first real-time voice feedback platform, pulseM is redefining the customer survey," Jaggi said. "The feedback is immediate, it allows customers to express themselves naturally, and the automated analysis lets companies track instantly what their customers think of them."
The pulseM application is available now for the Apple iPhone, and an Android version will be available this summer.