Post by hasina789956 on Oct 28, 2024 6:59:39 GMT
Technology has changed the way sellers and consumers communicate. From the hackneyed phrase “the customer is always right” (whether or not they were) we have moved on to the fact that the customer’s opinion really matters. Any business with a digital presence worth its salt must collect and analyse consumer suggestions, complaints and reviews in order to improve its service. An ideal service thanks to the opinion of the brand’s users will improve the bulk email campaigns engagement ratio and increase sales. But how is it possible to optimise customer feedback? Not only is it possible but, as you will see in this article, it is essential for your business to continue growing.
How to optimize customer feedback
Having a good customer service system, managing complaints, listening to suggestions and maintaining fluid and direct communication with users will bring endless benefits to your business. That's why it's so important to optimize customer feedback. Here are some strategies to achieve this!
Facilitates feedback
Encourage your users on social networks to leave comments about the product, customer service, quality of service, etc. In addition, you must facilitate feedback on all the channels you have (phone, email, website, chats) and thus offer a satisfactory experience to the user. To obtain feedback, you can send follow-up emails, carry out beacon surveys through push notifications and even send surveys via SMS. Always keep in mind that the massive use of these methods can be annoying for the user. In addition, it should be done at the end so as not to distract the customer in the purchasing process.
Create a user-friendly FAQ space . This will save time for both your customer and your company's customer service department.
Implement AI systems through chatbots
Most consumers appreciate and value a good shopping experience. In fact, we have become accustomed to using the chats that many e-commerce sites include instead of calling for a consultation. Real-time interaction with users will immediately resolve their queries and result in a satisfactory experience for them.
Establish KPIs aimed at generating a bond with the customer beyond the sale to find out their level of satisfaction. That is, easily measurable objectives such as reviews and transaction scores, delivery time, etc. A highly advisable tool to include in your surveys as a loyalty metric is Net Promoter Score (NPS); perfect for measuring your users' feedback.
How to optimize customer feedback
Having a good customer service system, managing complaints, listening to suggestions and maintaining fluid and direct communication with users will bring endless benefits to your business. That's why it's so important to optimize customer feedback. Here are some strategies to achieve this!
Facilitates feedback
Encourage your users on social networks to leave comments about the product, customer service, quality of service, etc. In addition, you must facilitate feedback on all the channels you have (phone, email, website, chats) and thus offer a satisfactory experience to the user. To obtain feedback, you can send follow-up emails, carry out beacon surveys through push notifications and even send surveys via SMS. Always keep in mind that the massive use of these methods can be annoying for the user. In addition, it should be done at the end so as not to distract the customer in the purchasing process.
Create a user-friendly FAQ space . This will save time for both your customer and your company's customer service department.
Implement AI systems through chatbots
Most consumers appreciate and value a good shopping experience. In fact, we have become accustomed to using the chats that many e-commerce sites include instead of calling for a consultation. Real-time interaction with users will immediately resolve their queries and result in a satisfactory experience for them.
Establish KPIs aimed at generating a bond with the customer beyond the sale to find out their level of satisfaction. That is, easily measurable objectives such as reviews and transaction scores, delivery time, etc. A highly advisable tool to include in your surveys as a loyalty metric is Net Promoter Score (NPS); perfect for measuring your users' feedback.