How Real-time Customer Feedback Enhance Customer Experience

how-real-time-customer-feedback-enhance-customer-experience

In the age of the digital world, customers have bountiful of available alternatives, when they are dissatisfied with a product or service. Hence, it becomes very much essential to ensure optimum customer satisfaction levels all the time for the success and growth of a business. Unless a customer has a positive experience with a product or service, he never thinks of returning to the business. Your competitors are always waiting on the other side for your one wrong move to capture dissatisfied customers. So, before your customer switches to another brand, it becomes imperative for businesses to identify the pain points, resolve issues instantly. Customer feedback software is the best option when it comes to capturing real-time feedback and gain actionable insights. 

Traditional feedback systems like surveys, researches, mystery shopping evaluations are not enough to address customer needs. It may take days, weeks and even months to process the data and resolve the issue. By the time, the business initiates appropriate action, customer most likely would have migrated to another product or service. In the age of social media, where negative news spread, even more, faster than the positive news, it becomes even more important to prevent further damage to the brand reputation. A dissatisfied customer is most likely to leave low rating feedback on social media platforms and review sites impacting the reputation of the brand or the business.

Real-time Customer Feedback is the Ideal Solution

Real-time customer feedback is the ideal solution to monitor the customer experience, resolve issues and reduce customer churn. It offers valuable insights related to the dissatisfaction of the customer towards a brand/service. The customer feedback app is the ideal solution to capture core customer insights. Businesses or organisations can capture feedback via multiple means such as email, text, tablets, iPads, Kiosks, etc. The captured feedback is then processed quickly and shared with relevant teams for swift action.

How Real-time Customer Feedback Enhances Customer Experience.

Builds Reputation: Customers are reluctant to give feedback because they believe that businesses do not take them seriously. The real-time feedback lets customers realise that you care about the experience rather than just selling a product or service. Further, there would be an increase in customer delight, when they learn that businesses have taken their feedback seriously and initiated swift action. It eventually leads to an increase in customer engagement and retention. The customers are more likely to turn into brand advocates over time.

Higher Responses: Traditional modes of capturing customer feedback involving feedback forms involves a bit of effort from the customers. But with the help of customer experience software, the capture of real-time feedback is an effortless experience. Hence, it leads to increased response rates as customers who earlier oblige to give feedback tend to participate in the feedback programs.

Better Business Decisions: With more number of reliable and accurate customer feedback responses, businesses tend to make informed decisions. It thereby impacts marketing and operational efficiency and other business strategies.

Reduce Manual Intervention: The automated feedback systems employ devices such as Android tablets, iPads, automated Kiosks and Web surveys for the capture of customer feedback. There is minimal to no human intervention when it comes to collecting feedback. Hence, there is never a chance of process lapses or human error. 

Relevant Information: The dynamics of the business environment keep on changing. The feedback data that was collected long ago may not be apt for the present business scenario. But the real-time feedback offers you a clear picture of the current business condition and lets you take appropriate action. 

Regulate Issue Escalation: With real-time feedback, businesses can identify and resolve the issues within a matter of minutes before it is amplified further. The businesses can alert the relevant teams to address the issues instantly. It comes in handy when you consider an offline store, where a disgruntled customer negatively impacts the shopping experience of other customers.

Fuel Ongoing Improvement: Businesses need to continuously reinvent, innovate and implement changes to stay well above the competition. The results of these changes are difficult to interpret and may take some time. But with real-time feedback, it is quite easy to capture the first impressions of these changes and accelerate and fuel ongoing improvement.