Customer Feedback Software
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What is Customer Feedback Software?
What are the benefits offered by Customer Feedback Software?
\When it comes to customer feedback, the undisputed leader hands down would be Amazon. Jeff Bezos knocks the ball right out of the park when he explains Amazon’s dominance:
“There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality.”
When you go out of your way to listen to your customers, they go out of their way to help your company grow. Any brand which failed to listen to their customers’ feedback has tumbled down mercilessly. Therefore, the best way to do this is by employing a customer feedback software.
Listen to customers anytime
Customer feedback software helps employees be available for clients anytime, anywhere via various channels like emails, chats, social media, etc. The feedback data collected from all these sources are pooled in by the customer feedback software and analyzed. Measuring the data helps organizations understand the critical aspects of the business that needs a revamp
Get On-the-move feedback results
Customer feedback software collects data and feeds it to the dashboard real-time. Consequently, when a respondent enters their response, the software analyzes it instantly and creates reports based on the data. Therefore, with customer feedback software, you can quickly get speedy results and understand the level of customer satisfaction.
Match goals and evolve
With customer feedback software, a business can analyze the customer data at a granular level and gain rich insights from it. As a result, the organization can align their strategies and efforts to meet customer needs and provide an excellent customer experience. Customer feedback software helps companies to be self-aware and improve continually.
Improve Products & services
Customers use the product and services that the brand offers. Therefore, it is essential to tweak products and services to match their needs and expectations. With customer feedback software, brands can identify the factors which can improve the product and enhance the service & support.
Enhance customer experience
Customer feedback software helps you to understand your customers better. As a result, you can improve customer experience and turn them into brand ambassadors. Put yourself in the shoes of your customers, and this will help you to serve them better.
Measure customer satisfaction
Customer feedback software will help you gauge how satisfied your customers are with customer satisfaction surveys. Happy and satisfied customers drive the business in the right direction. Hence keep your customers at the core of all strategies. How do you strategize? With the insights shown by customer feedback software.
Increase customer retention
Customer feedback helps an organization to keep its customers happy, meet their expectations, and provide a flawless customer experience. As a result, retention rates increases. When retention rates increases, churn rates reduce. With customer feedback software, it is possible to identify unhappy customers. A quick follow-up is what you need to do to turn the frown into a smile. As lesser customers leave your brand, and therefore, revenue increases.
What are the different Customer Feedback Survey methodologies in vogue?
Customer Feedback Surveys
The first and most obvious one is a survey. Asking the right questions to your audience at the right time is very beneficial. Start conversing with your customers and get their feedback on your product. Intercept Surveys are a form of direct interaction with your audience to know their opinion about a particular product or service they have used. It is real-time by nature and can help you get a clearer perspective by the way a consumer reacts to the product!
Social Media
The digital age has given immense power to social media just like the infinity stones make Thanos unstoppable! So never underestimate the power of Social Media. “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” as Jeff Bezos says. Keep a close watch on your social media accounts and reach out to distressed customers.
Focus groups
The ease of use is more important than you think. An employee feedback software that takes you forever to learn how to use it is clearly not ideal. Also, timely support is key to the overall experience of using a survey software. Do they offer 24*7 support? Free demo and tutorials? Is the employee feedback software simple enough to understand and use?
Pocket-friendly Pricing
Depending on your company size and requirements, you may have put aside a budget for the employee engagement program. Looking for employee feedback software that offers you monthly as well as annual billing options is important. Also, refer their refund policies and support features. It is important that an employee feedback software doesn’t swallow your whole employee engagement program budget.
Email and Contact Forms
Keep in touch with your customers regularly. Keep a tab on their queries, complaints or any help they may need from your end. More the personalization, more your customers would be able to connect with your brand. Follow up with an email survey and find out if your consumers are happy with the interactions they had with your brand.
Instant feedback on your websites
These questions aim at obtaining feedback while a visitor is browsing through your website. For example, if an online shopper abandons a shopping cart, you can set up a quick pop-up asking why they wish to leave the page. Customer feedback at this stage is crucial in improving conversions.
Net Promoter Score
NPS is a simple metric that can help you gauge your customer loyalty. Net Promoter Score asks customers the simple question about the likelihood to recommend the brand to another person. The rating given by them would help you know who will promote your brand and who will bad-mouth it. An NPS software can help you identify your brand advocates and help to take measures to control customer churn rate.
Benefits of Recurring Employee Surveys
Now that we have established why employee surveys are important to build and maintain an engaging work culture, let’s discuss why Employee Pulse Surveys should be scheduled regularly. The employee engagement program in an organization is always a work in progress. Higher levels of employee engagement is always directly proportional to higher levels of productivity. Meanwhile, the disgruntled workforce is guaranteed to have subpar productivity. Understanding how the workforce perceives their jobs and company is the first step to plan an appropriate employee engagement program. However, the satisfaction and happiness of an employee with his work at a given point oscillate depending on a number of factors. Hence, it is imperative to monitor the levels of engagement and track the same regularly to measure how effective the current employee engagement program is. Such regular monitoring also throws light into the areas that need more focus or an alternate strategy. Recurring Employee Surveys are thus integral to a healthy work culture and the HR department and promote transparency and visibility in the organization.
How to Choose a Customer Feedback Software?
What makes SurveySparrow the best Customer Feedback Software?
Once you have sent out your survey and the customers have given you their feedback, it’s time for you to step in. Having a desk full of survey data can be intimidating. However, with a good customer feedback software, you can get clean, well-structured data that can help you gain valuable insights at a glance. Such a customer feedback software which can help you with this immensely is SurveySparrow.
A conversational interface helps to engage more people thereby hiking the completion rates. Well then, it’s time to say goodbye to the tedious survey forms. A dedicated dashboard gives you significant insights from survey responses. Don’t let a wavering internet connection interfere with your live data collection. Our offline survey app is built to help you collect feedback anywhere, anytime, even in the absence of the internet. With pricing to fit businesses of all sizes, get the best out of SurveySparrow’s customer feedback software.
Happy Surveying!