3 Ways To Listen To Customer Feedback And Keep Your 5-Star Reviews

Liz Cook
Written by: Liz Cook
Manage complaints easily and offer quicker, better solutions to customers.

It’s no secret and it’s not magic. Getting on board with automation software helps you manage feedback and improve customer relationships quickly and easily.

Our recent blog on complaint management talked about turning a complaint into constructive feedback. Now, count your coins and investigate the high returns when you reframe, pivot, and transform complaints into compliments.

Use Feedback To Build A Stronger Business

Surveys aren’t just for complaining. They help you and your customers!

It's a simple formula. Surveys make it easy to manage customer complaints. Complaints turn into constructive feedback. Applying feedback builds your business. Obviously, surveys are invaluable.

Dan Flowers, Issuetrak's CEO, agrees: “Our Surveys module is a powerful tool. Customers get a great deal of variability to collect data, measure satisfaction, and make data-driven business decisions.”

Bagging that kind of power in your pocket is worth a fortune—yet it isn’t actually that costly. Many business software solutions force you into premium packages to access basic services. We have other ideas...

When you thrive, we thrive. That’s why we created affordable modules designed to help you take advantage of feedback (good and bad). Stacking simple add-ons onto an easy-to-learn, custom software (without the custom price tag) will get you on the road to better business practices.

I am not someone that takes surveys about my experience, but I will always take the time to complete them for you guys! - Computer Systems Administrator, VigiLanz Corporation

Feedback is powerful and we use it every day to improve operations at our own dinner table. Comments on what we’ve done well—or less well—help us understand our strengths as much as our weaknesses. On both accounts, listening to customer input will build the product you offer and deepen your consumer relationships.

 

Get out of your inbox! Catalog complaints without the hassle by using Webforms and User Templates.

Account for various common situations by customizing webforms and user templates on a simple dropdown menu selection. Clients will see you’ve anticipated their concerns and they'll feel heard.

Webforms and user templates aren’t just glorified boilerplate—but they definitely reduce strain for your clientele. When you can quell a customer’s aggravation with an easy feedback form and an assured, immediate response, why wouldn’t you? You got off on the wrong foot, but you can certainly make the remedy a smooth, instantaneous, managed process from the moment they click “submit”.

With webforms, consumers can easily submit required information without logging in. Even anonymous submissions help you receive feedback while rendering senders safely anonymous. It’s a win-win for effective complaint management.

As for user templates, consumers who don’t have a login can create issues right off the bat by submitting through incoming email (IEM) or webforms.

It’s simple and automated. Plus, it reduces manual overhead so agents get out of their inbox, tickets are created straight from email, and your head gets back where it belongs—solving your customer’s actual problem.

Tons of customers often don't know how to express their problems in concrete terms. Giving them easy options to submit their issue in a complaint management system saves everyone time, pinpoints the blockers, and clears the path to a faster solution. It’s like your customers are groping for a light switch in the dark, and you already have a 400-lumen flashlight in your pocket. Just use the tool to illuminate the way!

 

Custom Labels keep your data tidy and, well, labeled so you can get back to customers swiftly.

Terminology makes a difference. (We all can agree “feedback” is better than “complaints”.)

Semantics aside, labeling issues from subtype names to substatus progress makes it easier for your team to cut back the noise, get to the core of a problem, and rectify customer issues with lightning-quick resolve.

…And knowing exactly where, when, and with whom an issue gets resolved is more oversight than you’d ever get with a spreadsheet.

Custom labels help you categorize any stream of complaints (or compliments!) so you know how to respond. If and when you start to see problem trends, you’ll already have the building blocks in place for your response team to act swiftly long before any issue becomes major.

By using a software tool to detect trends, you'll be able to put out the safety net and preemptively address concerns. Customers will have no choice but to think you’re a wizard!

Showcase Your Expertise and Manage Feedback Better Now

Software has changed the ways humans interact—but it doesn’t entirely have to. Recent years have seen a shutdown of valuable businesses unable to keep up with the pandemic’s commercial stand-still. Those who are surviving could just be lucky…or they were attuned to demand, supplying new emerging needs of consumers ensconced in their homes. Going virtual and creating easy home delivery, for instance, helped keep businesses afloat—a position they likely achieved by keeping ears to the wind and heeding customers’ desires.

Manage feedback to your advantage with an effective complaint management system—and you just might build and ensure a stronger future for your business.

 Receive feedback the right way. Check in with our product experts or read more on our help center about customizing features on your Issuetrak site.

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