It can be frustrating not knowing what your customers want, right? Do you sometimes think it would be a lot easier if you could just read minds? Well, thankfully asking for feedback can get a pretty similar result.
Instead of just trying to spot trends in analytics and generally trying to predict the future, how about you ask your customers thoughts?
There are a few ways that you can do this, and some that may have a better success rate than others.
Listening to customer feedback can be a great asset to your customer retention strategy as knowing what they want may help to stop them from leaving you.
Here are some tips that may help when collecting feedback:
Create a Survey
Perhaps one of the more traditional methods of collecting feedback, surveys can provide valuable information on customers wants, needs, what is working and what isn’t. Neil Patel recommends:
- Keeping it short.
- Only asking the questions you will use.
- Starting with open ended questions.
MonitorYour Social Channels
Today a lot of people voice their opinions on social media. Listen to customer feedback on the popular platforms. Engage with your followers and help to generate discussion.
Timing is Important
Try placing survey’s at different points throughout your customer journey to see where you get the best response. After a purchase, cart abandonment or after order confirmation are some options.
Include Feedback Forms on Your Website
One of the barriers to getting feedback is that customer don’t have the time, if you make it easy for them, they may be more inclined to help you out. You can place simple feedback forms throughout your site to make it as easy as possible.
Feedback and Live Support
Live support software can be a great medium for collecting feedback:
- You can ask customers directly during conversations, since they are already in conversation, they may be more likely to help you out.
- You can look at chat history for opinions and to search for trends and patterns.
- A post-chat survey can be used to collect important information.
Read Feedback, Not Minds
Who would of thought? One of the best ways to see what customers think about your product, is to ask! But it can be hard to get them to commit time to forms and surveys when everyone is asking them to do it. Live support can be a personable way to gather this valuable information. Using a quality live support software as part of your customer retention strategy can help to make feedback gathering easier. Xeno provides chat history, easy to create post-chat surveys and a range of analytics to assist you. Get started with Xeno today.