Imagine a magical place where you can see and have insight into all customer feedback in one. Central location—whether that feedback came from email, phone calls, chats, or even social media comments. This enchanted, centralized forest of feedback and user suggestions enables support agents to interact with online customers on active support channels, and to work together within a single software solution.
And feedback is power. Feedback can be measured to see which channels are the most popular and which need to be optimized to meet your company goals. The magic of customer feedback software is that you can gather feedback from every support channel to measure, analyze, and improve your company’s customer satisfaction with feedback software and management tools. Below, you’ll find other ways in which customer feedback software can help your business.
3 ways customer feedback software can help your business
1. Provide trusted and transparent support at scale
Customers want accurate, real-time support, but that can be challenging to provide at scale. When users or agents answer questions in a support community. They help to create a user-generated knowledge base full of information that can help others. This ability to reach many users at once can be particularly helpful when dealing with emerging issues, new features, or product updates, as customers often have lots of feedback or similar questions. Particularly savvy companies will take insight from great responses to frequently asked questions and integrate those answers into their official knowledge base.
2. Improve self-service with crowdsourced and expert content
If customers want to talk about your product online, they’ll find somewhere to do it. It’s easy to turn to social media or third-party forums, which can be a breeding ground for slanted or bad advice. By providing a forum for your customers to have these discussions. You can see what they’re saying and actively moderate it to ensure the correct information is being shared and responded to. Customers will appreciate the company’s participation in these discussions. Moreover, it can set the right tone for others to follow. Furthermore, your users will let you know if an article isn’t helpful or doesn’t fully answer their questions. This is actually a great opportunity to use their feedback to improve upon your existing content. By monitoring the community and hearing their concerns and issues. So that, you can enhance existing documentation to create a better customer experience for them.
If your company offers help resources like a knowledge base or help articles, a forum can be a great place to share them in context. Your customers’ questions, discussions, or feedback can be directed towards the appropriate resources, via links or by sharing the content itself, to provide the answers they’re looking for. It’s a great chance to familiarize customers with your available support and receive insight and feedback on how effective it is.
3. Build a better business with the help of your customers
Your business is successful when your customers are happy. So why not take the opportunity to understand how you can make things better for them. A community forum is a perfect way to engage customers, solicit customer feedback to gain insights, and build trust and transparency. Your support teams can be more proactive, collaborating with customers to develop best practices for emerging issues. And your internal teams will better understand the impact of their decisions on customers, benefitting from an active and engaged community that can provide quick feedback into what works and what needs more work.
By paying attention to and evaluating the conversations that happen in your community and the feedback given, you can gain insight into the product development your customers want to see. Accordingly, you can even improve your product roadmap based on that feedback. By owning your own community, you can more easily pull insights and engage with your customers about their feedback.
Feedback software that can improve the customer experience
Feedback software can expand and improve your customer support by empowering customers to connect and collaborate with each other. It also empowers teams to easily solicit the help they need from an active and engaged community, creating a channel to harness customers’ expertise, aggregate best practices and promote feedback. With the right feedback software, you can create better customer experiences by creating a trusted and transparent resource that is relevant to a wide variety of end-users and can be leveraged across self-service channels. Because customer feedback is the most important feedback.
For companies that want to empower their agents and the way they utilize feedback. Zendesk provides the management tools support teams need to measure and analyze customer feedback. Manage, build, and grow your community with the right tools and resources to engage your members, organize and optimize your content and grow your community.
Reference: Zendesk
Demeter ICT – No. 1 Zendesk Premier Partner in Asia Pacific and Great China Region.
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