by Sharon Jones
A business owner should never underestimate the power of customer feedback. It’s your customers who are vital in driving your business forward and recommending you to others. Both positive and negative customer feedback should be collected, analysed and utilized to improve the quality of your operation overall. There are plenty of options for when it comes to obtaining quality customer feedback.
1 . Use Chatbots
Deploying chatbots on your site can be an excellent way to improve your customer service. Many consumers will prefer to communicate via instant messaging, to solve small issues quickly, without needing to call. Chatbots can be programmed to deal with a huge variety of queries, and you can also program them to collect feedback at the end of their interaction with the customer. If you prefer, simply look back at the data gathered by the chatbots and use it to gain insights.
2. Track Social Media
Social media is another great way to gain customer feedback, your audience will likely be talking about your brand on socials, so it’s important to respond and engage as appropriate. Engaging positively on social media will also help to enhance your online presence. Ensure that you deal with any negative feedback quickly and professionally. Keeping a close eye on this type of data can be highly useful to improve your service.
3. Email Surveys
Email surveys are a highly effective way to ask your customers about their experience shopping with you. Be sure to wait until the customer has received their order, and then reach out to them via email. Only do this for new customers, as opposed to sending your regular customers a survey on each purchase. Your questions will largely depend on what info is important to your current strategy. Some examples could include, the reason for choosing your company; the quality of your products; user experience of your website; or suggestions.
4. Feedback Incentives
The typical busy shopper often doesn’t want to provide feedback, so it can be useful to provide an incentive to do so. For example, providing feedback could gain customers automatic entry into a competition. Some companies offer a downloadable piece of content in exchange for feedback, for instance, an E-book. When a customer is interested in your industry, they’ll likely jump at the chance of a free E-book, and in turn- will give you some valuable opinions on your website or products.
5. Onsite Forms
It’s simple to put forms on your site which ask for feedback directly there and then. For instance, once a customer has made a purchase- create a feedback form on the confirmation page. Customers will often briefly read over the confirmation page, so if a feedback form is there waiting for them- you might just grab some useful details. For general feedback about your website, small pop-ups windows before the customer exits the site are a neat idea.
6. NPS Surveys
NPS survey stands for Net Promoter Score Survey. It consists of a single question which is sent to customers to gauge their satisfaction with your brand. The response is measured on a scale of 0-10, and the result is a simplified but clear picture of your popularity. The idea behind NPS Software is that you don’t need to use long surveys as you can gain all the information you need via one question. NPS surveys can be conducted via a pop-up, email or a URL to link wherever you please.
7. Try Session Replays
A session replay reproduces the actions a user made on your site; you’ll see where they clicked, scrolled, and how they used your app or site. The replays aren’t drawn from a video, but a reconstruction of the actions that a user made. Session replays can be useful when a user has visited your site, yet not purchased anything or converted to a potential lead. With a session replay, you can look for patterns and attempt to establish what appears to be successful or unsuccessful on your site. The latest tech tools for business can help you to gain the most valuable data.
8. Abandoned Cart Feedback
Often, customers will put items in their cart and then click off your site without purchasing. Now can be a perfect time to ask them why the purchase wasn’t completed. You can provide multiple choice options such as ‘expensive shipping’ etc. The information that you gain at this stage can be highly valuable to assess why those purchases aren’t going through.