Keeping track of customers’ feedback is tough. With the rise of the internet, they now have more platforms where they can convey their opinions and ratings on your brand. You can easily overlook valuable insights and miss the opportunity to improve your business. Hence, you need the best customer feedback software to make sure you can turn this feedback into revenue.
With so many types to choose from, you might find yourself overwhelmed. And while there might not be a “perfect” solution, there are still some essential customer feedback tools you need to look out for.
With that, here are some of the best customer feedback tools that can help your business.
1. Survey tools
One of the traditional ways to collect user feedback is through surveys, questionnaires, or forms. This allows you to ask the right questions and gather in-context answers from your consumers. Through online survey tools, you can automatically distribute these to your customers and gain insights from their responses in just a few clicks.
There are several ways you can make surveys accessible to your customers. For one, you can send them through emails. You can also create a feedback button on your webpage so that visitors can easily send their reviews.
Another idea is an on-page pop-up survey on your website. Through survey tools, you can easily integrate your questionnaires to your website, social media channels, or emails. Likewise, your software will automatically analyze and summarize data based on your customers’ responses. This way, you can gain valuable insights in just a glance.
2. Voice of the Customer (VOC) tools
A more recent and advanced tool is Voice of the Customer (VOC). This type of customer feedback system allows consumers to communicate their experiences to you. It is also great for “in-the-moment” feedback to pave the way to a more immersive and seamless customer online journey.
VOCs can come in the form of reporting and analytics, automation, and customer journeys. It also uses virtual tools such as online surveys, emails, SMS, and social media platforms to help you collect customer feedback. But where it shines through the most is in its reporting and analytics. It uses in-depth tools to capture important data such as user satisfaction to better understand what your customers need.
3. Online review tools
According to a recent study, 80% of consumers agreed that online reviews directly influence their decisions when choosing a brand. The more you have positive customer ratings, the more likely consumers will purchase from you. This just shows how much power online reviews have over your business growth.
Thus, another essential tool you need is an online review tool. This tool helps you build and control your online reputation better. It serves as a platform where your customers can voice out their personal opinions about your brand. And in turn, new prospects can read about your past customers’ experiences and decide whether to choose your brand or not. However, the downside to this is when you receive negative reviews. Fortunately, you can use customer feedback management platforms to help you keep track of the negative reviews and reach out to the respective customers.
4. Social feedback tools
Customers nowadays love publicizing their opinions on social media. It gives them free rein to talk about your products or services—whether good or bad. But with so much content in social media channels, you can easily miss out on what your customers are saying about your brand.
This is where a social feedback tool can come in handy when choosing a feedback and reviews management software. It is specifically designed to keep an eye out for what people say about your brand in social media posts, comments, and videos. Likewise, it gives you a proactive approach in managing your online reputation especially if instances of customer dissatisfaction become viral.
5. Visual feedback tools
You should also consider having visual feedback tools in your customer satisfaction platforms. When words are no longer enough, you should provide your customers an option to send visual feedback. This is great when you are looking for input on particular web page elements or user experience (UX) on your app.
Visual feedback tools can record heatmaps, user actions, and on-page/on-site customer behaviors. Likewise, it can be in the form of screenshots, virtual sticky notes, and highlighting certain elements on the page. This gives you a comprehensive view of what is working and what issues need to be fixed with your services or products.
Value in customer feedback
Customer feedback plays a critical role in your business growth. You can use it to improve your products and services. Likewise, it can help you attract new customers by building up your online reputation. But with the rise of the internet, you might find yourself struggling to keep track of your customers’ reviews. You need the right tools to help you manage customer feedback.
There are numerous customer feedback tools to choose from. Each has its own set of tools and functions to help you manage and collect customer feedback. Go ahead and check out which one will work best for your business. You won’t know unless you try it out yourself.