{"id":7419,"date":"2013-06-24T06:00:52","date_gmt":"2013-06-24T13:00:52","guid":{"rendered":"http:\/\/www.questionpro.com\/?p=7419"},"modified":"2023-09-04T10:18:50","modified_gmt":"2023-09-04T10:18:50","slug":"chatting-to-customers-a-not-so-new-online-survey-methodology-for-gathering-feedback","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/chatting-to-customers-a-not-so-new-online-survey-methodology-for-gathering-feedback\/","title":{"rendered":"Gathering feedback while chatting with customers"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">A not-so-new online survey methodology for gathering feedback<\/h2>\n\n\n\n<p>I thought I&#8217;d take a break from the usual &#8220;features&#8221; articles I&#8217;ve been writing to share an interesting article I ran across in my reader by Cynthia Spitalny that&nbsp;chronicled&nbsp;her experience of doing a survey via instant message chat. &nbsp;This article was published over a year ago, but I think that the message and opportunity are still fresh.<\/p>\n\n\n\n<p>In her article, she outlines what the company did and her experience of it. &nbsp;Here is a short summary:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<ul>\n<li><strong>They asked me to take a survey via instant message chat.<br><\/strong><br>While I usually reserve instant messaging for friends and co-workers, I was intrigued by the idea of instant message chat as a means to glean insights.&nbsp; Sometimes, using different communication channels will helps engage a broader audience due to preferences for how people like to communicate.<\/li>\n\n\n\n<li><strong>They sent me an email with the headline asking me for help in answering their survey.<br><\/strong><br>Most emails that want me to take a survey have headlines that are in your face, such as &#8220;Take Our Survey!&#8221; or &#8220;Tell Us What You Think!&#8221; In this case the email headline asked me to chat with their customer service representative to take their survey.&nbsp; Chatting with someone from a company that I often order from sounded interesting to me, rather than over zealous and forceful.<\/li>\n\n\n\n<li><strong>My chat with the company was personal.<br><\/strong><br>The person chatting with me asked me my name and address, which was used as important information to customize and personalize the conversation. Not only did I appreciate this from a customer perspective but it also helped the company in realizing regional differences in customers and store differences.<\/li>\n<\/ul>\n<\/blockquote>\n\n\n\n<p>Culling social media chatter isn&#8217;t a new idea, neither is actually having a conversation with a customer. And yet, this super easy and obvious way to gather feedback isn&#8217;t used nearly as often as you might think.<\/p>\n\n\n\n<p>It&#8217;s cheap, and it&#8217;s easy but&#8230;<\/p>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=Surveys&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/7419&amp;lang=en&amp;cat=survey-software\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">YIKES! How do you control it?!<\/h2>\n\n\n\n<p>Let&#8217;s be clear here. I&#8217;m not saying this is a magic bullet for gathering feedback, but it&#8217;s a wonderful addition to your customer feedback strategy. These days, it&#8217;s not hard to have a chat feature installed on your site, AND if you have the kind of business where your customers are tied to a computer, it doesn&#8217;t take much to engage them in a conversation via Google Hangout, Skype, AIM or any other chat platform. In fact, it&#8217;s surprisingly inexpensive to have your very own chat platform on your site.<\/p>\n\n\n\n<p>For those of you who are frequent readers, you know that I advocate a multi-pronged feedback strategy; in-depth interviews, quantitative transactional surveys, and social media analysis. I&#8217;m sure you have many more in your toolbox &#8211; the bottom line is that all of this data ultimately comes together to create a complete picture of your customer and what matters to them.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The reality? It takes a process<\/h2>\n\n\n\n<p>Now that I&#8217;ve given you this idea, you may be tempted to just get your customer service folks to get into these uncontrolled conversations with customers &#8211; if they are already doing that &#8212; that&#8217;s fine. But if you currently don&#8217;t have a process for gathering this kind of information, take some time to pull together some objectives and discussion points. You will need to do some training.<\/p>\n\n\n\n<p>Here is a short primer on how to get started:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">OBJECTIVE, Objective, and Objective<\/h3>\n\n\n\n<p>Don&#8217;t forget to set an objective.&nbsp; Did I say set an objective? &nbsp;Seriously. I&#8217;ve made this mistake too often. It seems or feels like we are all clear on the information we want to collect and somehow when the project is done someone says &#8220;What was the objective?.&#8221; Choose a specific area that you want to chat with your customers about. Maybe you&#8217;re looking at making the website easier to navigate or perhaps you&#8217;re looking for ways to improve the customer support experience. &nbsp;Pick something and develop your conversations around that.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Grab low hanging fruit<\/h3>\n\n\n\n<p>An obvious place to start is engaging in a chat conversation with customers with whom you are already chatting. &nbsp;It&#8217;s common to receive a customer satisfaction survey AFTER your chat is completed, but how about asking your customer if they had a few minutes to chat about your topic&#8211; this could be even more powerful if the customer&#8217;s chat question had something to do with the topic.<\/p>\n\n\n\n<p>If you\u2019re interested in Customer Experience topics, we think you might enjoy reading: <a href=\"https:\/\/www.questionpro.com\/cx\/inline-email-survey.html\" target=\"_blank\" rel=\"noopener\">Inline email survey<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Invite via email and schedule a chat appointment<\/h3>\n\n\n\n<p>Another option is to send some customers an <a href=\"https:\/\/www.questionpro.com\/blog\/email-feedback\/\">email feedback<\/a> which gives them the opportunity to schedule a chat with either the customer service rep or the researcher conducting the chat. \u00a0Use the strategies that Cynthia talked about above.<\/p>\n\n\n\n<ol>\n<li><strong>Make feedback chats an ongoing feedback source:<\/strong>&nbsp; The idea of doing chats to get customer feedback isn&#8217;t something you do once or even monthly. &nbsp;This needs to be an ongoing part of your process. &nbsp;For example, you can set a goal to do one customer chat per person per day.<\/li>\n\n\n\n<li><strong>Train your staff:<\/strong> &nbsp;Normally, I&#8217;m all for having this kind of work done by a third party. &nbsp;But this is one of these times where you have the opportunity to really engage customer service into making an impact on the customer experience. &nbsp;Rather than dumping data on customer service, engage them in the process of getting to know and understand what matters to customers. &nbsp;This requires a little bit of training. &nbsp;Maybe not everyone is cut out to do this kind of thing &#8211; maybe you can ask for volunteers. &nbsp;Then train those folks on proper feedback gathering techniques. I&#8217;ve actually participated in something like this a few times and it&#8217;s really had a positive impact on the customer service team because the feedback isn&#8217;t coming from management in the form of a report &#8212; but from a friend and team member.<\/li>\n<\/ol>\n\n\n\n<p><span data-preserver-spaces=\"true\"><strong>QuestionPro offers some of the most advanced customer experience tools available.<\/strong> Gain valuable insights into your customers\u2019 thoughts and feelings using&nbsp;<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">QuestionPro software<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;today.<\/span><\/p>\n\n\n\n<p class=\"has-text-align-center\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Book Demo<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A not-so-new online survey methodology for gathering feedback I thought I&#8217;d take a break from the usual &#8220;features&#8221; articles I&#8217;ve [&hellip;]<\/p>\n","protected":false},"author":128,"featured_media":27218,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[187],"tags":[284],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Gathering feedback while chatting with customers | QuestionPro<\/title>\n<meta name=\"description\" content=\"Social media chatter is a super easy and obvious way to gather customer feedback. 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