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Find out everything you need to know about customer feedback software - what it means, and how to select the best one for your team.
Customer feedback is the information that customers provide regarding their experiences with your company, product or service. There are different types of feedback and it can be acquired on multiple channels.
Feedback is vital for brands to understand how their customers feel about them. Listening to customers is a fail-proof way of gauging customer satisfaction, identifying bottlenecks, and understanding what is resonating well with your customers and what isn’t. This can help you make informed decisions and improvements in your short-term as well as long term customer service strategies. Customer feedback also has the potential to influence product or brand roadmaps in a direction that will make your customers happy.
A customer feedback software helps you track and manage customer feedback from various channels of communication. Businesses use customer feedback software to gather, categorize, and analyze feedback from various sources, and improve their customer satisfaction and overall performance.
When it comes to collecting feedback, each business has its own unique set of requirements. For instance, a delivery service provider would prefer to collect instant feedback right after the order has been delivered, and within their app itself. On the other hand, a B2B brand might send out a biannual or annual questionnaire to receive feedback from their clients as part of their quarterly or annual business reviews. So, it’s important to pick a tool that is compatible with your unique requirements. In addition to that, the customer feedback software that you choose must enable you to:
Businesses today engage with their customers across different channels such as email, phone, website, chat, and social media. The insights that you gather through customer conversation is valuable regardless of the channel it comes from. So it’s important that the tool you pick allows you to send surveys and collect feedback across all channels that you use.
Splitting the feedback gathered based on the source of feedback, different customer segments or different products/services that you offer is an important step you need to complete before you analyze feedback and derive insights. An ideal customer feedback software will let you categorize feedback with the help of tags and filters.
Sometimes, certain pieces of feedback need to be shared with a teammate or even a colleague on another team. For instance, if a customer provides feedback about your product, you might want to rope in a product manager or developer. Or if a customer expresses interest in another product that you sell, you need to rope in the sales team. So, it’s important that the tool you use let’s you share feedback with someone else instantly.
Apart from enabling you to aggregate and manage feedback, a good customer feedback software will also allow you to respond to customer conversations or follow up with the customer effortlessly. It’s important to acknowledge the customer’s effort, and also answer their questions or address any concerns they might have added in their feedback.
Freshdesk enables you to engage with customers across email, website, chat, phone, social media and messaging apps such as WhatsApp, Facebook messenger etc, using a centralized platform.
Freshdesk also helps you steer clear of the noise on social media and by setting up alerts for keywords that are important to you.
Using Freshdesk, you can build detailed feedback forms with rating scales that range from two points to seven points. You can also add open-ended questions and allow the customer to detail their feedback or add comments if required.
With Freshdesk, you can also gather real-time feedback about your customer’s satisfaction and team’s performance with the help of SLAs and dashboards.
Using Freshdesk, you can automate the process of routing incoming conversations to the right team, categorizing conversations with tags, etc, and provide fast and satisfactory resolutions.
You can also set up rules to automatically gather feedback after every customer interaction as well as sending a customized thank you message after the customer responds to the survey.
Freshdesk offers an in-built collaboration tool called Freshconnect that enables you to loop in the right person and collaborate right alongside the customer’s conversation.
Be it collaborating to resolve a customer’s issue or sharing feedback with another team, you can jump right into working together as opposed to spending time on providing context about the conversation.
Using Freshdesk, you can derive important insights without spending time on crushing numbers and make changes to your business strategy accordingly.
You can create custom reports and also leverage in-built reports to spot trends in customer satisfaction scores. You can also track your team’s performance and drill down on individual performance to understand who needs more help or training.
Do more with Freshdesk by integrating with tools such as SurveyMonkey, Nicereply, or Salesforce, and more from our Marketplace that hosts 650+ applications.
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