If you’ve ever received feedback from one of your employees, you know that asking the end user “What do you want?” will be met with a large volume of random, anecdotal input (at best), or worse, a lot of blank stares.
However, if you ask them “What problems are you having?” Then the quality of the response will greatly improve. In fact, how you communicate (via the customer feedback app or through any other source) is a very important part of the feedback control process.
So, what can be the best strategy for communicating with your users about their needs and feedback? Well, we have mentioned here 3 topmost practices for how your team can communicate with users so as to improve the quality of the feedback that you receive on a daily basis.
Collect Users Feedback Through Live Chat
Live chat is one of the most incredible ways to interact and engage with your users while they are on your website. Live chat allows the customer support person to resolve different types of user issues before they increase into a negative review or heated email to your support team.
Live chats are a chance for your client to more readily understand their user’s requirements, and for the user to feel appreciated by the organization.
In addition to this, the feedback gathered during the chat is immensely valuable because it can assist with revealing patterns and dispose of repeating problem areas in the user experience.
You can use the live chat strategically to help your clients collect this feedback because resources for 24/7 support platform are very much limited.
Here are a few examples of efficient use:
Print a live chat window after certain actions, such as time spent on the page, browsing explicit URLs (like contact or support), or clicking on multiple support documents.
Work with chatbots to start a chat stream, directing them to a live person if it is not easy to solve their problem.
Finally, make sure to create a feedback form for your users after the live chat session has been closed. This will help collect valuable information on how customer support operations are functioning and will highlight areas for improvement.
Collect User Feedback Through Survey Popups
Surveys are a tried-and-true method for collecting user feedback and can be customized to suit different needs. The final goal of the survey is to collect unbiased choices and user feedback in an efficient, scalable way.
Surveys often give users an anonymous response option, which results in a more honest opinion. Customize your survey based on the type of information you’re looking for: full answer, multiple choice, checkbox, NPS score, etc.
Display the survey through on-site pop-ups to encourage visitors to complete them as they browse your website (or at least do so before you leave). Having trouble getting review conversions? Add a small discount in exchange for adding feedback.
Targeting rules and audience categories can also help you target your audience, based on your survey’s focus. This is especially useful because it can make it clear when such groups are facing the same problem.
Depending on the visitor’s survey responses, you can enroll them in various automated email campaigns for further engagement. When users share positive feedback (using any customer feedback tool), send them an email, which will encourage them to write a review in exchange for cash or rewards.
If they share negative feedback, take the opportunity by approaching them personally to discuss the issues further. Referrals from users who had a bad experience could be some of your most trusted customers.
Rescue Relationship With Unsubscribed Customer
All marketing emails must have access to unsubscribe from the mailing list somewhere in their layout (because it will be difficult to find it). However, just because someone has clicked to unsubscribe, simply does not mean everything is missing now! You can still help your customers to save the relationship.
Once a user lands on your customer’s unsubscribed page, you should have numerous other options for complete unsubscribes accessible. Think about a frequency choice: permit clients to decide to just get messages at specific times, like one time per month, when another product is released, or when there is a service update.
Sending emails frequently to your employees does not necessarily mean better relationships. Sometimes your most loyal employees and collaborators want to hear from you once a quarter or when there is a product launch.
Maybe some user segments just want to hear from you about the weekend total or account information. Giving these employees options will help develop this relationship further.
Regardless of your earnest efforts and those of your customers, unsubscribes are a simple fact of life for online businesses. However, that doesn’t mean you can’t learn from them. Understanding the email expectations and preferences of your users is key to creating happy and engaged employees.
Collecting this type of information provides the ability to uncover patterns of behavior and the opportunity to create new dimensions. A larger pattern can emerge between employees leading you to create new or improved communication strategies that lead to more effective relationships.
Challenge Users to Make Tough Decisions
Making your users feel like “You care for their needs” will make them realize that you are aware of the history of their needs, and not just about their most recent needs.
One of the most outstanding ways of accomplishing this is by challenging your users to take tough decisions, around the prioritization of their recent needs.
For example, when a user submits a need and you know that he/she has already submitted something else a few years or months ago, you should then prompt the user to give importance to those needs related to each other.
You will be able to do this in two ways. First, you can prompt users to stack their needs, eg. challenge them to identify the 3 “highest priority” needs, in order of importance.
If this is too complicated, we recommend a second, more convenient method; Invite users to know only what matters most. Each time they submit the next items, challenge them to tell you if one of these new entries is more important than the first priority.
This is another practice that is not related to communication but ultimately sends an important signal to the users at the beginning of the feedback control process.
By challenging your users to make tough decisions, you are clearly showing that you are thinking about their needs, and you should weigh the importance of those needs against the many others you receive and need. Further, you must also encourage them to actively participate in the process.
Conclusion
In reality, there are numerous strategies apart from these three strategies for communicating with customers about their feedback. However, we hope that this article will provide a solid starting point for your team.
The strategies listed in this article may not be exhaustive, but they are the most widely recognized and viable strategies that we suggest you attempt.
With all digital marketing, there are many opportunities for creativity: run A/B tests for different types of responses or combine targeted email offers with surveys. These experiences will help you understand your users better and help your customers in the conversion process.
