Is collecting user feedback necessary? Yes, because the last thing you want is unhappy customers talking about their negative experiences with friends and family, or even worse, sharing it on social media. Soon you will be losing customers without knowing why.
How can you prevent this? The answer is by delivering excellent customer service and collecting user feedback. This way, if there are any problems, you will be the first and only one to whom customers complain.
Good customer service and asking for user feedback helps you improve the customer experience. Then, you will have an army of loyal customers who advocate for your brand. And there is no doubt about the power of word-of-mouth marketing. You will have a higher conversion rate in no time.
Keep on reading to find out how to get useful and accurate user feedback to grow your business.
Why Is User Feedback Important?
Collecting and analyzing user feedback takes a lot of time, but it’s definitely worth it. It’s one of the best ways to find out how to improve, if not the best.
Sometimes you need an outside-in perspective to become aware of problems that you are unable to see. The products and services you offer are for customers, so they are the ones who can exactly tell what needs improvement. Your customers’ feedback helps you understand where you should put your main focus to make things right and satisfy their needs.
When you pay attention to user feedback, your customers feel more important, and they understand you care about them. These customers are highly likely to come back for what you offer.
How Do I Get Feedback from Users?
Here are some great ways you can get user feedback on your website:
1- Tracking Analytics
Collecting user feedback is not just about asking the users themselves about their experience. Tracking your website’s analytics, you can find out which of your web pages are popular and which ones make users leave your website.
You can use an experience optimization tool like Watch Them Live that offers insightful website analytics and heat maps. With Watch Them Live analytics, you can track page views, user sessions, referrers, and user segmentation (countries, devices, languages, UTMs, screen sizes, page visits.) With all this information, you can achieve a comprehensive understanding of your website’s visitors.
The heat-mapping feature visualizes your data so you can understand it more easily. Watch Them Live provides heatmaps that show you the users’ click behavior. You can find out what’s attracting customers’ attention and what they are ignoring straight away. It’s the easiest and quickest way to figure out how to improve your website to meet the customers’ needs.
Surveys are an excellent way to find out exactly what’s working well and what’s not. Remember that the time you choose to send out your survey plays a huge role in the survey response rate.
These are the best times to display or send your survey:
- Immediately after the Purchase: It’s an excellent idea to display a survey right after customers purchase and ask about their experience. At this moment, everything is fresh on their mind, and they would be more willing to answer your questions. Your survey can be an onsite pop-up that appears after the purchase, or you can send it as an email. Pop-ups tend to be more effective.
- A Few Months after the Purchase: After the customer has used your product or service for some months, it’s time for another survey. You can send an email survey to find out how they are using it and any problems. It would also be great to get customers’ feedback a few months after you release updates or new features.
- After a Customer Stops Using Your Product or Service: Collecting user feedback after a customer abandons you is essential to discover any serious problems. In this case, you can fix it to prevent more customers from leaving.
Here are some tips for creating more effective surveys:
1- Add open-ended questions to obtain more detailed information.
2- Make it short and simple so more people would participate.
3- Tell users how the survey is going to help you improve products and services.
4- Make sure you have a clear call to action and avoid distractions.
3- Live Chat
Live chat is a great way to get user feedback on your website and help your business in many other ways. They are becoming trendy because it humanizes the customer service and builds customer trust.
Live chat allows you to collect real-time user feedback. Directly communicating with customers is more convenient for them, and they can also provide more accurate information.
Live chat is a powerful tool that can help you identify problems and resolve customer complaints immediately. It can prevent customers from leaving your website when they face a problem because you are there to help them. So It’s also a great strategy to reduce the abandonment rate.
Live chat provides the opportunity to ask more specific questions depending on each customer’s experience. Also, you can be sure about receiving more answers from live chat than other forms of collecting user feedback, like email surveys.
You can add live chat in the key stages of the users’ journey on your website, like pricing pages,
to answer their questions and get feedback on how to make improvements.
A reward, even a tiny one, always encourages people to take action. Offer an incentive, and you’ll see how your response rate increases.
Your offer can be:
- Free upgrades
- Free product samples
Incentives would be much more effective if you personalize them based on customer segments.
One of the best places to use incentives for collecting user feedback is social media platforms. Your offer would be more visible and have a higher reach. Moreover, social media websites offer a lot of features to make your incentives more engaging.
5- Tracking Customers’ Journey
Monitoring your website’s analytics gives you valuable insight into customers’ needs and behavior. But what if you could put yourself in your customers’ shoes and fully understand their experience. Luckily it’s possible.
Session replays are another Watch Them Live feature that allows you to watch and follow your website’s customers’ journey. Gathering feedback by following users’ journeys gives you more accurate information. Session recordings show you all the customers’ interactions with your website. By analyzing these session replays, you can discover what’s going wrong on your website that dissatisfies customers.
If you want to truly show your customers how much you appreciate them and care about what they have to say, try getting their feedback through an interview. You can call them, have a short conversation, and ask a few questions.
Collecting customer feedback by interviews is time-consuming, but it’s a great way to get ideas about developing your products and services.
Summing Up Ways to Get User Feedback
Collecting user feedback is essential for improving your products and services. Furthermore, when you listen to your customers, you make them happy and loyal to your brand, which brings you more customers.
There are many ways to gather customer feedback, and each of them can help you differently. Remember to consider your resources and goals before choosing one.
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