What is customer feedback? Customer feedback is the information, insights, issues shared by your community about their experiences with your brand product or service. It’s no secret that collecting and analyzing customer feedback can be highly valuable for improving your product or service.
Why is customer feedback important? Customer feedback is important because it serves as a guiding resource for the growth of your company. You can find insights that make it easier to adjust and adapt the customer experience over time. Without getting quality feedback, you won’t be able to create customer loyalty. If you value your customers by asking feedback, you can keep them engaged with you.
- Provide Proactive Live Chat Support: Live chat can address many issues. For example, it can help customers who are unable to locate the items they seek or answer questions about availability, payment, shipping, etc. Chat support can help a company get closer to its customers by better understanding their needs and challenges. It also helps identify patterns if there are any recurring issues and helps find long-term solutions for those issues. You can set the live chat window to appear whenever a customer has been reading a page for a long time.
- Email and customer contact forms: The most frequently used method to request customer feedback is via email. The email is sent once a service has been provided or when a product was purchased and delivered to a customer. The best way to get a candid response from a customer is to simply ask for one. Since email enables you to send a one-to-one request, you can ask for more personal feedback than in a survey.
You can take this one step further by providing a dedicated feedback contact form, placed prominently on your website. As a best practice, the forms should include all relevant questions related to feedback, but should not be too long.
- Conduct customer interviews. Frequent and loyal customers are generally very happy to give feedback if you simply ask them. To increase your potential for success, ensure that the customer is being contacted by a real person as this will increase your chances that they will provide valuable feedback. To get the most out of this method, it’s important to ask the right question to the right people at the right time.
- Monitor Social Channels: Social media has become an inexpensive and efficient way to communicate with your target audience. Customers are already actively participating in communities on Facebook, Twitter, and Instagram, and it doesn’t cost your business anything to join in on their conversations. Respond to comments, send direct messages, and engage with your audience to see how people really feel about your company. Active social media users are expecting a fast response, so it’s important that you dedicate a resource to each channel.
- On-site activity & Monitor Analytics: When you’re thinking about how to collect feedback, don’t forget about web analytics. This makes it easy for you to figure out which pages are getting attention and which ones are driving customers away. Analytics reveal what customers don’t know about how they use your product. Especially if you sell a digital product or service, you benefit from leveraging analytics to understand how users interact with your company.
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