Small Business Tips Blog
Most of us, at some point, have been solicited to give customer feedback. As the consumer, we wonder whether our time spent answering a survey or posting comments to a forum can really make a difference. But for business owners, customer feedback tools can be very effective in driving optimal service delivery and changing business practices for the better.
There are multiple tools to collect customer feedback, and some don’t require you to ask for a customer’s time. The following are some options:
- Online feedback widget. For a monthly fee, businesses can add a widget to their website that will direct customers to leave feedback, reviews, and ideas via forums. Other customers can read comments and vote on the best ideas or start a discussion. A few of the many companies who offer online feedback widgets: Get Satisfaction, Uservoice, Userecho, Feedbackify, Opinonlab, Ideascale.
- Google Analytics: Google Analytics can tell you what pages on your website are most often visited and which ones are ignored, identify website weaknesses, and how your customers are collecting information about your business. It can assist in directing your online marketing efforts, and is a useful tool for maintaining your website ranking when your service, product, or business name is searched.
- Surveys: A tried and true method for gathering customer feedback. The best kind of survey is often done in person because it can lead to a dialogue and spark further questions or concerns. An online survey can be a great tool for increasing your online presence, measuring your customer base, and increasing traffic to your website, and can be answered at the convenience of the customer. A variety of online services provide templates and platforms for creating surveys for email or for your website. One great tool is Opinonmeter which allows you to monitor all of your surveys from a mobile app, and prepares reports for you based on the data collected.
- Integrated chat: Integrated chat makes it possible to start a dialogue with a customer to address concerns, ask for feedback, or give technical help. A variety of companies such as Zohoo Chat, Plugo, and Meebome offer different software options for adding an integrated chat function to your website.
- Online tutorials: Online tutorials combine animation, sound, and images to instruct a customer on how to use your product or service. They are also a great tool for onboarding new employees. Coursegenie, Quandry, Hot Potatoes, and Webucate Dragster offer software for creating your own online tutorials.
Customer feedback is only effective if customers feel their needs are being met, and if they see their feedback being used to drive action. A final step in asking for feedback is to thank the customer, and show them how their feedback led to changes or improvements.