Your customers are the ones that teach you what’s right and what’s wrong. With the right customer feedback management systems in place, you learn what is that your market wants.
“Feedback is the breakfast of champions” – Brian Halligan, CEO, HubSpot Inc.
Brian just explained customer feedbacks in six words. Customer feedback is crucial for any business. Startups and new business owners usually tend to believe “What could go wrong with my product/service? I am offering more than my competitor. People WILL love it!”.
Well, sometimes reality is not what we think. Although you might be selling something great or out of the ordinary, chances are people don’t need it! They might not pay attention to your products or services. Or, it could even be worse – one day your product is all they need, and the next day there’s no one to even look back! Your hopes are shattered all of a sudden.
The way to get customers and keep up with their ever-changing expectations and demands is to ask them what they want. This is when you need robust and diligent customer feedback management systems set in place for you.
Let us dive deeper into understanding what customer feedback managements systems are, the customer feedback management process, and some popular tools to help you automate customer feedback management for your business.
What Customer Feedback Management Systems Really Mean?
A customer feedback management system (CFMS) is a tool or service that facilitates your ability to integrate and leverage customer feedback from multiple sources to boost the quality of your product. One of them is UserWell, which is a product feedback management software that solves all feedback-related challenges for B2B companies. Userwell integrates into all customer-facing communication channels and gathers all feedback in one central place.
Your overall feedback management process can be streamlined by using customer feedback management systems, which break your business’ feedback into actionable insights.
More than just damage-control agents, customer feedback management systems help you add value to and position your business appropriately in the minds of your customer. Customer feedback can do nothing by itself. It must be supported by an effective action to see things move.
Customer Feedback Management Process
The customer feedback management process differs based on the size of your company. The process is usually smaller for startups and longer for well-established companies. This is major because the more complex the procedure gets, the more there is a need for investments and personnel, etc.
Here is a simple 4-step process of customer feedback management:
- Define aims and objectives
- Moderate your feedback management plan to your objectives
- Collect feedback from multiple mediums and sources
- Take the right action
1. Define Aims and Objectives
Customer feedback management systems are made robust with the help of thoughtful aims and objectives laid down by a company. A defined objective helps narrow down your efforts and makes you more focused on what you do.
You know your business well. You also very well know what you want to achieve out of it. Frame out your objectives that are not only achievable but effective.
2. Moderate Feedback Management to Objectives
When using a customer feedback management tool, you can pick the metrics that best suit your objectives. Moreover, you must take into account certain customer survey metrics. For example, a Customer Effort Score (CES) measures the Potential Dissatisfaction and Churn of your customers.
Meaning, how difficult it is for your customers to get something done by you. A CSAT survey (customer satisfaction survey) tells you what percentage of your customers are happy with your service as a whole or with a specific department.
3. Collect Feedback from Multiple Sources
You may never know where customers might feel free to speak their hearts out to you. It is a great idea to collect customer feedback from different sources and mediums. For instance, you could conduct a poll with custom answering options on social media or even send out a personalized email for the same.
Opportunities are everywhere for every business but you need to choose what is right for you. Calling up your customers for feedback isn’t good these days. So, make sure you don’t scare away your customers 😊.
4. Take the Right Action
Customer feedback management systems are best when all the above-mentioned points are done right. For them to become 100% successful, you need to perform the right action. To start, you must prioritize addressing issues or feedbacks of those customers who are prevented from making the most out of your service.
This is usually the main reason customers turn away! For instance, a 404-error page issue is of higher priority than an unpleasant UI issue. If you had more staff, you can simply assign roles accordingly.
Best Customer Feedback Management Systems Automation Tools
Let us have a look at some of the top tools for automating customer feedback management systems.
#1 Canny
Canny is a customer feedback management automation tool that lets you do a variety of feedback managing tasks all in one go. It helps you capture your product/service feedback, analyze and implement strategies, prioritize feedback, build product roadmaps, and even announce product features and updates.
#2 SurveyMonkey
SurveyMonkey is yet another popular tool used not just by startups but by well-established firms too to automate the feedback management process. It allows enterprises to manage multiple users, protect confidential data, and collect and automate feedback.
#3 Survey Legend
SurveyLegend helps you create custom feedback forms and surveys for your business. it is a powerful tool that provides real-time data and insights. You can even automate the feedback management process easier.
Read More: 5 Incredible Email Marketing Tools for WordPress
Conclusion
Your customers are the ones that teach you what’s right and what’s wrong. With the right customer feedback management systems in place, you learn what is that your market wants.
This blog explains what customer feedback managements systems are, the customer feedback management process, and some popular tools to help you automate customer feedback management for your business.
