If you want to know about your performance and to know how your customers feel about you and your company; you analyze their actions in the form of their choices of products and services, their repurchase, their churn rate and so on. But don't you think there should be something that let's you establish a direct contact with the customers and lets you know the real customer insights?
This can only be possible through Customer Feedback. No, we are not discussing about approaching the customers physically with a paper and pen and asking them questions like an interview and alongside filling a physical survey form. There are better ways of collecting feedback.
And when today's technology driven environment is letting you do everything online, then why not take Customer Feedback online? Especially when the new studies say that 67% of customers are influenced by online reviews. So if it has been a long time you have collected Customer Feedback or if you haven't started it yet, then just step ahead and use the online mechanism to get customer insights and prosper in your field.
Customer Feedback is all about what your customers think about your brand. Collecting Customer Feedback online is a smart method to gather customer insights in a fast, efficient and effective way. You can gather it online with the help of a good Survey Software through various channels. Let's explore some smart ways to capture Customer Feedback online.
Best Ways to get Customer Feedback Online
- Embedded Survey Form on Web pages
- Web Feedback Buttons
- Web Feedback Popovers
- Contact Form on Website
- Emails Surveys
- SMS Surveys
- Social Media Platforms
1. Embedded Survey forms on web pages
2. Web Feedback Buttons
Web feedback buttons are also a great way to gather Customer Feedback through your website. You can use it on your website with a clear message encouraging the visitors to click to give feedback.
All you need to take care is, the message and the button should be clearly displayed and the feedback form must open with a single click without taking too much time as the loading time of your web pages impacts your visitors. You should keep in mind that 47% of users expect a maximum of two seconds loading time for a web page.
3. Web Feedback Popovers
Using Popovers is a good way to encourage action from the users. Companies are using it to generate leads. BitNinja, a SaaS company gets 65% more leads with the use of pop ups. Then why not use pop ups for gathering Customer Feedback?
A popup can prove to be really helpful to know what your customers are thinking about you. Even if customers are not visiting your website for feedback, if they have something in mind, a pop up can prompt them to share. You can use web widgets to add a feedback form as a popover on your website asking for Customers' Feedback.
Prompt the Feedback Pop Up after an interaction or after a certain time has been spent on the website.
Few conditions that you can set the Feedback Pop Up on in Zonka Feedback's Website Feedback Tool —
- The amount of time spent by the visitor on the website
- The amount of page browsed by the visitor
- Post an interaction or transaction or event
4. Contact form on Website
A contact form is also a very good technique to collect Customer Feedback Online. And it is in use sine years for purposes like marketing and sales. 74% of companies use web forms for lead generation, with 49.7% stating their online forms are their highest converting lead generation tool.
And believe it or not, it can prove to be a good source of collecting Customer Feedback too. And why wouldn't it be, when it offers such an effortless and reliable way for customers to contact you and share their valuable insights.
In the contact forms, the customers can simply fill the fields in the form including their query or feedback and click on submit. In this way, you will not only receive the Customer Feedback but also get to know the customers better and make business decisions accordingly.
5. Email Surveys
When it comes to collecting feedback online, email is the most common and probably the first method which comes to your minds. Despite being an old method, it is still a preferred mode of communication for official purposes. Fortunately, a study of numerous major industries indicates the average email bounce rate is 1.06% which is very low.
So you can use your emails effectively to send Customer Feedback surveys. You can do this by sending emails having questionnaires or survey links through which the customers can give feedback. There are effective Email Survey Software available nowadays with the help of which you can easily create beautiful surveys and send surveys in bulk to multiple customers in a matter of few clicks.
6. SMS Surveys
Seems to be an outdated method? Not really! The average open rate of SMS is 98% which is much higher than emails. This makes SMS survey simply a great way to gather Customer Feedback. You can send bulk SMS to a large number of customers at the same time. You just need to send a simple text message encouraging to take the survey followed by the survey links.
7. Social Media Platforms
Nowadays, social media has become one of the most important and in-use way on which customers share their feedback. It is due to the fact that there are 3.2 billion social media users who are daily active. So you can use social media channels by creating your company Facebook page, your Instagram page and similar web pages to provide the customers a social yet official platform to express their feelings.
Even if you do not provide this, people nowadays usually express their thoughts on social media. And remember that people are more eager to share negative feedback than positive. And you know what, 54% of social browsers use social media to research about products. So why to take risk of having your name spoiled in the market even without you knowing it on time? Better give them them some official web pages on popular social media websites.
It will also help you to use social media as a marketing platform. Believe it or not, but 73% of marketers believe that social media marketing is really effective! There you can easily track and access feedback, and them take appropriate action accordingly to improve Customer Experience and thus save your goodwill, bring back churning customers and attain great success.
At the end, you need to choose that way of sending online surveys which suits your business the most. You can also choose multiple ways depending upon your customer base and different groups of customers. Whichever way you choose to send online surveys, just make sure that you use an effective Survey Software for this purpose so that you can derive maximum benefit out of it.