For any business to thrive, it needs the support of its customers. Generating leads and making sales are challenging if you don’t know what your customers are thinking. Their feedback is essential for brands to improve and expand, but how do you go about collecting that feedback?
People cherish their time, and filling out your business survey is not something they’re dying to do. On top of that, they may feel unsure about completing a survey, especially if they’re new customers. There are many reasons why people don’t like leaving feedback, so you need to make it as easy as possible for them to share their honest opinions.
Let’s look at four ways your brand can easily collect customer feedback.
Provide Live Chat Support
It’s becoming more popular to visit an ecommerce website and meet a live chat popup ready to take your questions. More marketers are seeing the benefits of using live chat as a means of customer support and success.
More than one-third of consumers expect to see a live chat feature on a company’s website. With so many ecommerce options available, customers expect the best from your brand. They want to visit your website and come out with a positive user experience, and part of that is how you handle live chat feedback.
You can program your live chat to ask specific questions that identify users’ problems and bring them towards a solution. Its interaction with customers tells you what they’re looking for on your site and why they engage with it.
The more information you collect, the more refined your marketing strategies will be. It’s easier to pinpoint patterns and recurring issues when you have live chat transcripts to evaluate.
Create Customer Feedback Surveys
Instead of waiting for customers to leave their feedback, why not ask for it directly? You can do that with a customer feedback survey. How and when you present this form to users is up to you as you can create multiple forms for different purposes.
Customer feedback comes in many forms including surveys, polls, quizzes, and questionnaires. Depending on what information you’re trying to obtain, any of these options can bring you closer to refining your marketing strategies.
When creating a customer survey, be sure to:
- Keep it short and sweet. Your form completion rate will increase if you ask a few straightforward questions rather than several long, tedious ones.
- Personalize the questions. Each survey on your website serves a different purpose and asking specific questions helps you find the root of your problem. Only ask questions that help you reach your campaign goals and stay away from generalizations.
- Use mobile-friendly practices. Many users on your website will browse via their smartphones and other handheld devices, so if you don’t cater to this part of your audience, you’re neglecting a large portion of your customers.
Check Blog Comments
On average, users leave 77 million new comments on blog posts each month. There’s a goldmine of information you could be possibly neglecting in your comments and you don’t even know it!
Many visitors use blog comments to leave their feedback about what they liked and what didn’t work for them. They’re helpful because users can be as specific as they like, which helps you identify their pain points and work towards solutions.
Blog comments are an opportunity to show off your brand’s customer service skills and tend to your audience’s needs so well that they’re excited to return. Use the opportunity to respond to them and engage with users to help them reach a solution.
Monitor Social Media
If someone owns a smartphone, it’s safe to say they have social media in one form or another. With so much traffic on social platforms, you can bet your audience is sharing their thoughts on your business and its products.
Around 55 percent of consumers research brands and products through social media channels, and so should you. When surveys and emails are too tedious, social media provides the perfect outlet for customers to share their opinions freely. And the more honest they are with their reviews, the easier it is for your brand to improve.
Use social listening practices to spy on your customers and see what they’re saying about your business. Search relevant, brand-related hashtags and threads containing your brand name to learn about customers’ experiences with your brand.
Get Customer Feedback Today
Obtaining valuable feedback from your customers doesn’t have to be difficult. You can use different methods and techniques to collect new information that tells you what’s working for your business and what needs to go.