/ who we help

Make every customer support interaction count

Support isn’t just about putting out fires—it’s about creating better experiences. With real-time insights, your team can resolve issues faster, address common friction points, and show customers they’re heard.

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/ highlights for support teams

Support That’s Proactive, Not Reactive

Get ahead of customer issues before they become complaints. With timely, verified feedback, your team can spot friction faster, resolve problems more efficiently, and create experiences that build loyalty—not frustration.

Solve Problems Faster—No Calls Required

Stay ahead of customer issues with real-time feedback. Instantly identify concerns, follow up proactively, and resolve problems before they escalate—all without adding to call volumes. Less frustration, faster solutions, and better customer experiences. It’s a win-win-win.

Stop Site Abandonment Before It Starts

Uncover the friction points that drive shoppers away and fix them before they impact sales. With direct feedback, you can remove barriers, re-engage visitors, and turn more browsers into buyers.

Use Customer Feedback to Deliver Exceptional Support

Get real insights from verified buyers to measure the effectiveness of your support team. Identify strengths, uncover improvement areas, and transform challenges into training opportunities—so every interaction leaves a lasting positive impression.

Dover Saddlery Optimizes CX Using Customer Feedback

Tracking Customer Sentiment with VitalSigns

The customer service and e-commerce teams at Dover Saddlery have taken full advantage of the platform by collaborating to address negative customer comments while also overhauling the company’s online store.

Streamlining Customer Service

Customer service tracks all reviews and product questions gathered by their Online Buyer Survey daily and monitors each stage in the customer journey for negative comments, resolve issues in real time, and pass along feedback to other departments.

Building a Better Mobile Experience

With shortened page load times, optimized filtering and sorting, enhanced ease of scrolling, and upgraded functionality of product size charts. These changes added up to make a dramatic impact: down 25% in mobile bounce rates, 17% increase in mobile orders, and a 21% increase in revenue from mobile.

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/ customer support testimonials

Proof that proactive support wins customers

“If we receive a comment with something actionable, then someone from our team can actually reach out to the customer. I believe you can always turn a person around, so even if someone’s really upset, then recognizing their comment and reaching out means a lot.”

Erika Strum,

President, Wine Enthusiast Commerce, WineExpress.com

“There is simply nothing else like VitalSigns that provides near real-time feedback from customers and tells us exactly where we can be doing better."

Brad Wolansky,

Chief Executive Officer, Dover Saddlery