Join over 10 million users
A customer feedback software is a tool that enables you create and send out customer surveys, collect customer feedback and analyze data with an objective to get better insights into your products and services. It enables you to identify your promoters and detractors and empowers you to make better business decisions based on their responses. Feedback surveys and polls serve as an efficient mode to collect customer responses.
Such a software usually has preset questions, templates and types of questions for you to create an efficient survey in minutes. Distribution becomes easy as these can be sent out using emails, sms and even website embeds. A powerful analytical platform analyzes the responses and displays real-time reports and graphs.
Unless you are a brain-reader, you need to ask customers about their experience with your business. A customer feedback software can let you better understand their requirements, preferences, opinion, ideas which otherwise could have been missed out. It can help you gather insights on what features of your products and services do they like and what not. This, in turn, helps you to serve them with the best of your services
With a customer feedback management software, you can distribute surveys through email, SMS, social media or website and reach audience in no time. By collecting user feedback and suggestions into a central location, different teams and departments can collaborate within a single software solution. The results can be used to find out the most popular services and ways to meet your company goals.
Human beings aren’t great at remembering everything, you need computers for that! One of the factors affecting the accuracy of survey results is how soon is feedback collected after experience. A customer feedback collection software lets you gather data right in-the-moment before the memory of the experience fades away. You can distribute online surveys once the customers transact with you. It lets make real-time changes to the service delivery and reduces churn rate.
Without any knowledge of what your customers' experience was, it would be running a business in the dark. A customer feedback management platform would make it easy to capture qualitative and quantitative data through surveys. Gain insights from the survey results to improve your services and give your customers an awesome experience. With the right reports and dashboard analytics, you’ll never have to guess whether customers are happy, not-so-happy, or about to leave.
When you work towards improving customer experience, it will lead to higher customer satisfaction. Your customers will be more loyal to your business and become your brand ambassadors.
Customer experience surveys consist of various question types and can be distributed through various channels. You can use a ready-made customer satisfaction survey template or create a customer feedback survey questionnaire based on your requirements. You can also customize the customer experience survey theme to match the look and feel with your brand voice. Net Promoter Score (NPS) surveys ask customers how likely are they to refer your business to others.
The customer feedback management systems can fast-track gathering data collection by simply sharing the survey questions on leading social media platforms. This data can be clubbed with data from other sources and used to generate reports and analytics.
Online polls are another great way to gather public opinion if you don't want your respondents to spend too much time on giving feedback. After answering the poll question, it shows the percentage-wise distribution of total votes. Respondents can see how others have responded to the question and how was their experience.
Most websites have “Contact Us” form which customers can use to share their feedback with the company. Any business who takes customers seriously must respond to the customer feedback by first sending an acknowledgment email and then if required, send a follow-up email asking for detailed information.
You can analyze from the website traffic whether your customers are liking your products and services. Higher traffic and conversions are often considered as a positive experience. A detailed analysis of a visitor's journey and time spent on each page can give insights on the best performing pages and improvement areas.
Customer feedback can be requested over email to understand their experience and to do so you do have option to opt for a email feedback software. However, this method is not scalable for too many customers as it is impractical to go through each response.