Since the majority of the people are required to stay at home, businesses were able to capitalize on the pandemic through their product and service offerings. Whether you are a traditional business that finds refuge in online selling or startup, it is essential to take the pulse of your target market and, of course, customers. This is where the role of a digital marketing agency can help.
Understandably, the word from your customer is the best advertisement you can have. It can engage other customers to speak out and share their experiences. This can lead to a productive conversation, or it can spark a tirade of hate talk that can bring your brand in a bad light, especially in this time of a pandemic where most of the people are on social media.
Companies involved in online selling understand how a customer’s feedback can affect a business. Thus, you have to pay attention to what people are saying if you don’t want to lose them. But feedback is not all about how you can improve your business. Some of them serve as glowing recommendations.
If you wish to get the approval of the crowd lockdown or not, here are eight effective methods to try to get useful customer feedback.
How to obtain relevant customer feedback
- Enable live chat support
Live chat can address several issues, whether big or small. It also makes you available to answer customers’ queries at any time of the day. You can help customers find what they are looking for or give them a step-by-step tutorial on how to navigate your e-commerce site. This is crucial now that the people have all the spare time to devote to relying on online customer service. Through chat support, you can identify patterns and recurring issues with your platform and services.
Enabling live chat is only a step towards successful customer engagement. You need to respond accordingly to achieve optimum results. Once you have a live chat service on your website, you must do your best to address all customer questions on time. You must also provide helpful information and insights to keep your customers satisfied.
- Create feedback forms for post-chat sessions
Surveys can inform you of the effectiveness of a particular campaign or strategy. It’s best to have after a chat session to find out if the chat experience was helpful. The feedback can include simple questions and ratings that push customers to voice out their experience. The feedback form allows you to come up with an action that can win your customer’s trust in case the chat response was unsatisfactory.
It would be wise to send the feedback form through the same channel that the person used in reaching out to you. Chances are, he or she would refer to the conversation, especially when follow-ups are needed. So there’s a big chance that the form will be seen.
- Have a feedback email
It helps to have a feedback email where customers can send their complaints and questions. About 54% of online shoppers preferred to interact with customer service through email. You can include your feedback email on your dedicated feedback form, which you must place in a visible part of your page.
Through this, it is easier when you have a central depository of inquiries and complaints. Coursing through the action to the appropriate unit would be more efficient as well. For example, you may curate all the questions about your products or services then, integrate them to your FAQ page. Professional SEO services companies suggest optimizing even these ancillary pages.
- Send out a simple email survey
You can measure your customer service performance by sending out a fuss-free email survey each time a complaint ticket is closed. The review helps you determine whether the resolution is at par with the customer’s expectations.
For the survey to be successful, it must only include a few questions. You can offer an option to rate the experience on a scale of o1 to 5. You can also opt for a series of questions that only need ‘yes’ or ‘no’ as an answer. The ratings you gather will eventually become valuable trends that can improve your customer service.
- Mail a personalized survey to new customers
You can gather insights from new customers by seeking information on their shopping experience. You can send an email 3 to 5 days after confirming the order to examine their motivation for choosing a store and method of locating the merchant. The email is also a means of getting feedback on the product or service they availed from your Shopify store or other owned digital assets as well as overall service experience,
For it to work, the email must be highly customized. It must appear as a benefit to your customers and not come across as cross-selling. Avoid spammy content and information that is against you and your business.
- Use the order confirmation page to get feedback
If you want to know what works during a customer’s shopping experience, a survey after the order confirmation page will help you do it. The experience is still fresh in their minds so that they won’t miss any detail. As much as possible, make your questions required fields. Users won’t be able to proceed to the next page unless they answer all the questions.
Include brief and multiple-choice questions. You can add a general text box so users can point out what you missed.
- Gather feedback using social media
You can use social media to monitor the social presence of your competitors. Social listening or using tools to gather information about a brand is a great avenue to explore to improve the user experience. Using social media platforms also allows you to respond to any issue regarding your product and service quickly.
Almost everyone is on a social platform, so negative comments can spread like wildfire. Thus, you must address issues as fast as you can. That way, you can ease your customer’s angst.
- Rely on custom online polls
Polls are short and easy to understand. Hence, they are the most user-friendly way of gathering information on your brand, product, and service. You can conduct polls on your website, through a newsletter, and email or using social media platforms. Surveys can also help you identify trends based on customer or audience taste and preferences.
All of these techniques guarantee a word from your customer. Their feedback will help you improve and develop new ways to satisfy your consumers. These techniques provide meaningful feedback that will put your business in a good light.
