We all know that customer feedback is important to business success. But, do you have an adequate and efficient way to collect, and even automate customer feedback? This way, in this article, we will introduce you to some excellent tools to help you automate your processes. Check it out!
First, it’s necessary to understand that feedbacks are great opportunities offered by customers so that companies can evolve and personalize their products and/or services according to the real needs of customers. If they accept to help through positive or negative evaluation, it’s because they believe that your company has the potential to raise its level of service.
With this in mind, check out the main advantages of customer feedback below.
Why customer feedback is important?
If you browse just a few minutes on any social service network, or a company website, you will find a list of customer feedback.
Let’s imagine the following situation: you need to hire a service, and when doing your research you find three companies in your region that are excellent. One has some negative reviews, another has only positive reviews, and the other doesn’t even bother to collect customer’s feedback. Which of the three companies will you contact first?
We all know that customer feedback is important not only for those who reach your company. But also an excellent form of free disclosure, the famous word of mouth. But, for a customer to indicate your company, he needs to have a good buying and support experience.
Thinking about it, we separated some advantages in betting on collecting customer feedback, check it below.
Avoid cancellations or dissatisfaction
Customer satisfaction is paramount to the organization’s success. After all, customers are the lifeblood of the business, without them there is no one to sell for, right?
Therefore, one of the advantages of contacting the customer to collect evaluations, through the post-sales process, is to avoid dissatisfaction.
When you question the customer about the experience he had from the purchase, he feels welcomed. This also avoids possible cancellations, since you are available to receive criticism and also improve your services or products.
Therefore, don’t wait for the customer to cancel a purchase to understand the reasons that led him to make this decision. Hence, the importance of always listening to him, and getting in touch as soon as the deal is concluded.
But it’s not enough to just hear and file the complaint. Give solutions, and if possible, offer a discount on an upcoming purchase. That way, in addition to improving the customer experience, you leave an open door for a new negotiation.
Strengthen the company’s image and increase the chances of “word of mouth marketing”
Second, a company that is open and available to receive criticism and suggestions establishes a positive image with its public.
Likewise, companies that manage to extract their strategies based on customer feedback, strengthen their brand, and preference with customers, increasing the chances of getting disseminates of your brand through the famous “word of mouth marketing”.
Establish a good relationship and more credibility
Third, customer feedback is also an excellent way to improve customer relationships. This is because the customer feels that their opinion has been considered. In addition, he believes that his opinion has contributed in some way to better the service or to solve a specific problem.
Feedbacks can also be used to align your customers’ expectations with company employees. Choose the best and the most relevant feedback with your team, and meet often to talk and evaluate what needs to be improved. It’s also important to expose positive reviews about employees.
In this way, there will also be gains in relation to trust, as the client knows that he can count on the company not only about the type of service the company offers, but also to express his dissatisfaction, his satisfaction, or even solve a problem related to the attendance.
Therefore, by providing relationship channels so that the customer can provide feedback, it will reinforce positive aspects of the company’s image, such as credibility and transparency.
Finally, customer feedback should become part of the company’s culture. See below how simple it’s to implement a feedback system in your business.
Customer feedback with Google Forms
One of the easiest and cheapest ways to create forms to collect customer feedback is with Google Forms.
In short, as the name implies, it’s a search and data collection administration application that is included in the Google Drive package or G Suite.
With it, you can conduct academic research, facilitate marketing work, collect feedback. In addition, in a simple way, it’s even possible to capture leads, and much more.
Creating a form is very simple. Anyone with a Gmail account can create one in minutes. Just access Google Drive, click on “new”, then on Google Forms. As in the image below.
Creating a form is very simple because the platform offers the same ease as Google through a very intuitive interface.
Gathering customer feedback just got easier. This way, you avoid the accumulation of paperwork or inefficient and laborious collection processes.
To make your job even easier, it’s possible to generate a spreadsheet in Google Sheets with the acquired answers. However, we will teach you a more practical and automated way to organize feedbacks using two other tools: Zapier and ActiveCampaign.
To gain access, Mauricio Aizawa prepared an incredible video with a class. Check it out below:
Read more: Zapier: streamline business processes
What about starting to automating your routine and facilitate processes with Zapier?
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