Customers in the 21st-century universe have extreme expectations and stark views on things they are spending their money on. They fully understand how instrumental their role has become in business board meetings.
Knowing their own value has not just made them smart and aware but also impatient and demanding. Companies dealing in “Business to Customer” domains really need to keep up with this form of customer expectations. And, like other circumstances, the technology always steps forward to rescue. Digital communication tools such as Customer Feedback Apps are gaining popularity amongst businesses for dealing with customer-centric issues.
This blog is dedicated to busting some of the biggest myths around customer feedback apps.
Although the popularity of digital feedback systems is undeniable, there are many myths associated with using technology for customer interaction. There are quite a few advocates that stress on the fact that customer feedback software is not in accordance with the pre-defined rules related to customer satisfaction. It may also not appear to be an ideal methodology to share information.
But is that true? Is the non-traditional way of communicating with customers detrimental to the business? Before we address these concerns, let’s start by understanding what these apps and software are and how they serve us.
What is a Customer Feedback App or Software?
A customer feedback app is a digital platform used to gather real-time customer feedback, both online and offline. This can be used for receiving feedback from customers, patients, employees, and anyone who is spending money on a product or service. The app presents the gathered feedback into an organized manner that automates detailed reports, which facilitates decision making.
It is considered the perfect method in today’s time to comprehend the customers better is by gauging their loyalty, satisfaction, and brand standing in the market.
Some of the big corporate giants already using customer survey apps include Larsen & Toubro, SAP, Lenovo, Apple, Raddison Blu – Chain of 5-star hotels, BCG and many others.
Some Myths When It Comes to Customer Feedback Software are:
Websites Are Enough for Customers
This is common and one of the first mistakes that any business can commit when they consider interacting with customers. Websites can never replace a fully functional and feature-rich digital customer feedback system.
The customer today needs special attention at every touchpoint, which includes before sales, after-sales apart from in-shop sale communication. Websites are a good way of giving information about your business and company at the forefront but cannot become an interactive tool. Feedback Apps often facilitates customers in resolving their own concerns without any manual intervention.
Talking to Real People Can Only Get a True Response
This is another big myth in the realm of customer feedback. Take the Millennial for example, with technology-centric life, many would agree that at times navigating in an app seems much doable that taking to a representative. Personalized customer feedback software can make the customer more comfortable, which encourages them to share the real story without facing a human ever.
Why Do We Need Apps When FAQs Are Already Given?
How can one really think FAQs can resolve the purpose of creating interactive Smartphone apps or software?
Let’s break it down, FAQs are always limited and created with inputs from marketers and manufacturers. There is always a dearth of customer’s opinion and one can hardly predict what type of queries or concerns the customers may have.
The concept of FAQs is commonly catering to a pre-sales or pre-order touchpoint. On the other hand, customer survey apps can manage both pre and post-sale concerns with effectively visible results.
Live Chats are Better Than Survey Apps
Live Chat is an interesting technique for establishing direct communication with customers. It can address their concern and help in finding a relevant solution. However, there is always a limit to the number of chats that can be handled by a company at a time. There are times when a single chat operator ends up handling more than 10 chats at a time, which leads to incorrect information flow or service.
So, a customer feedback app is essentially a self-service customer-centric software for information exchange. It facilitates an instant resolution of customer concerns. It collects data and organizes it to assist in the high-level ability to make a decision. Since maximizing customer satisfaction would always be a business objective, nothing less than a digitally empowered feedback system can manage this all.