So you heard us mention customer feedback in the last few articles and you are probably asking how to get this. The sad truth is surveys and simply asking for a response from customers doesn’t often work. And so we have to be smart about how we extract information from the customer.
The majority of people online make purchasing decisions based on online reviews and more than half of the people looking at reviews online believe the reviews are accurate. Therefore negative reviews will definitely impact your business. Without getting into the ins and outs of how important customer feedback is, remember that it can help you improve your products and services, giving your customers and potential new clientele an improved experience, leading to a lot more positive reviews.
1. Live chat support
Live chat support is a way for customers to have real-time, back-and-forth conversations with support agents. Using live chat software embedded on a company's website, customers can send their questions to a person who can quickly reply to them in the same small window.
An example of how this could be implemented is by timing the pop up chat window for when a user spends longer than 20 seconds on a page on your site. The window can ask a generic question like, “How can we help you today?” This means any questions with regards to your products or services can be seen and you can also see what people are generally asking about your page, your products or your services, and fix the issues.
2. Onsite Activity
Analyse how people use your site, where do they click and when do they click off your website. Using analytics software like Smartlook helps you understand your customer better by providing a qualitative analytics solution for websites and mobile apps with always-on visitor recordings, heatmaps, automatic event tracking, and conversion funnels.
This means you can see what each visitor did and where they clicked on your site and where they ended up. Did they buy or sign up? At which moment did they change their mind and why? Without analytics, it is impossible to get this information from those who just ditched your website.
3. Social Media
This is called social listening and in most cases people will always take to social media to give their two cents about what you are or are not doing right. Having someone online monitoring and responding immediately to what people are saying helps you maintain a good brand appearance and builds trust. This information is also free and can definitely make a huge impact on your overall business if the person in charge of your online profile is great at extracting the information and delivering it to the team.
*Article by Jerome Arab