Customer feedback is indeed one of the main drivers of business growth. These days, businesses are taking advantage of every chance to talk to the customer via customer feedback survey tools or face-to-face customer feedback. They spend millions of dollars in building channels that provide them actionable feedback.
Customers constantly share their spontaneous opinions about a product on various channels. There is a tendency to use multiple technological channels to obtain customer feedback.
Why Do You Need To Get Regular Feedback?
As per studies, in 2008 only 17% of customers owned a smartphone as compared to 78% in 2018. This gives ample opportunity for organizations to collect customer feedback right from mobile devices without making users go to different channels.
The benefits of a consistent collection of customer feedback are:
- It allows the measurement of customer satisfaction.
- It allows better business decisions for clients.
- A good way to understand the gaps in services to solve them.
- Provides information about the adjustment of the product.
While you know how important it is to receive feedback from customers, let’s see several examples of taking customer feedback. This ensures that your company not only participates in the feedback process but also offers many opportunities to interact with the customers.
10 Ways To Get Actionable Feedback From Your Customers
Obtain Feedback On The Website
The best way to handle customer comments is through the website. It’s the place where customers are most likely to interact with you. The easiest way is to set up a customer feedback survey form to get the attention of website visitors.
When designing the customer feedback survey form, it’s important to keep it brief so as to encourage clients to complete it. Instead of yes/no questions, you can use open-ended questions to get detailed answers.
Say It By Email
Email is actually one of the most valuable ways to get open customer feedback. Email is never public, akin to social media sites. If a customer has registered to access the information by email, you could actually send an email that asks a single question about the product. Don’t forget to respond with a follow-up mail should the customer choose to respond.
You can send the questions directly by email (don’t overdo it) or invite them to chat. Schedule an appointment when you’d like to receive a response and then contact them if you have not received a response within a week.
Employ Live Chat For Real-Time Customer Feedback
The most essential chat features, such as live chat compatibility, allows you to always be there for your customers to understand their needs. You can verify in real-time who is on your site and start chatting with your customers.
Site visitors simply click on a button to communicate live with online service agents in real-time through live chat. The most important feature of a chat-enabled tool is that it allows you to always be there for your clients.
The main benefit of live chat is the connection in real-time with a client that is very important to try to build a relationship. If you try to help customers through live chat, you’ll receive feedback instantaneously.
Use Social Networks For Customer Feedback
Of course, we shouldn’t forget social media platforms such as Twitter, Facebook, and many others. Social networks are an important channel to gather customer feedback.
With the popularity of social networking platforms:
- You can create feedback comment surveys.
- Offer customers faster support.
- Measure the reliability or trustworthiness of the product.
- Improve your customer trials, which increases sales.
Reaching customers through calls and messages gives customer service a great personal touch. A customer can give a frank opinion when the approach has a personal touch.
It’s also fruitful to obtain references directly from customers to increase sales. Calls can be made to the numbers in the database provided by your own customer.
Collect Feedback From Customers’ In-App Survey SDK
Comments or feedback from in-app survey SDK is a great way to gather information from people while they are using your app. The advantage is that you can capture them right there in your ecosystem without making them go to a third-party website to record their responses.
Online Community Platform
Customer service with a traditional solution at times has limitations. This is where a community of online customers or perhaps a customer satisfaction survey platform comes into play. There are three models for community-based online customer service:
- A community that handles customer requests.
- User groups.
- Communities that do both roles.
The communities have volunteers who share the best practices in the use of the service or products. All Customers that prefer fast solutions favor an online community to find answers. This allows direct customer support for users.
You can use any tool or customer satisfaction survey platform for getting user feedback. However, it is important to know that acting on the feedback is what fosters loyalty amongst consumers.
For example, the SmartKarrot platform helps in providing rich insights into the customer’s mind by building effective surveys. With easy and customizable templates, you can easily get actionable insights. Not only can you choose questions from a pre-existing template, but you can also incentivize and gamify the surveys for better engagement.
Be honest in all interactions with customers. This is especially true for online businesses. Traditionally, the customer service bar is so low that with a little effort, any business can stand out. This often means putting yourself in the shoes of your clients.
Automate The Process
Receiving customer feedback one-on-one, in the same room is the best format. However, if you want great feedback on the scale, the automation of the feedback process can be a great benefit.
With tools like SmartKarrot, you can define your customer journey and trigger a particular survey basis on how a customer interacts with your business.
Actually, Follow Up
Although the in-app survey questions are a great starting point, they are not the end of the feedback process. It does not make sense to pump feedback reviews into a large spreadsheet or perhaps database that is never really used. Reading and responding to customer comments and feedback really creates a relationship.
Regular review of the data collected from the customer satisfaction survey platform or in a report is an important step, as well as tracking the customers who share their contact details.
Developing this circle of feedback will build trust among your customers, who will truly appreciate your comments and will love your company even more if you consider their suggestions to further improve your business experience.
Customer comments or in-app survey questions can serve as a launching pad for the growth of your business by providing crucially actionable feedback. Use the above methods to expand your business and achieve satisfied customers, customer loyalty and higher revenues.