Merchant Centric: Discover Insights that Drive Revenue

Further, Merchant Centric’s Business Performance Analytics uses a proprietary AI theme engine to convert unstructured review content and star-ratings into 44 understandable themes and sentiments. These themes roll up into the 5 key aspects of Product, Price, Service, Staff and Surroundings. Meaning, clients know what causes one-star and five-star experiences across their enterprise, and can take action, with surgical precision, to drive sales. With this revolutionary view into organic customer feedback, combined with businesses’ internal transaction data, enterprises identify valuable insights to focus the organization and take actions to beat the competition.

With the social data already present, the STARS platform is customizable for clients’ organization structure, roles and permissions, and deployed in under a week. Further, “Our managed services are ready to handle customer concerns on our clients’ behalf,” posits Bay. Backed by a group of engagement specialists, the firm has already engaged a whopping 60,000 customers of clients and is on track to double that count this year.

Merchant Centric is a guiding light to a large client base across industries spanning hospitality, automotive services, medical and various franchises. Testimonials are ample; a major automotive company with hundreds of locations nationally, credits Merchant Centric with a half-star customer ratings’ increase; contributing to revenue growth of almost 4 percent—a significant increase for an organization this large. “Clients using our platform consistently see gains when using Merchant Centric; they increase their review velocity, increase the amount of 4 and 5 star ratings, and with more satisfied customers, increase sales” notes Bay.

“We look at everything from our clients’ perspective to determine how it can help enhance their business outcomes. We call this being ‘Merchant Centric’ and this is core to our values and beliefs,” postulates Bay. With an impressive track record, the firm is partnering with other leading technology companies to advance customer-intelligence based solutions. Watch for their upcoming Spotlight Report with real-time theme reporting and Intelligent Surveys.