Why does customer feedback matter for marketing and sales teams?
Reduce Support Requests
Collect customer feedback by surveying customers in response to support requests. Use responses to identify common problems, uncover obstacles in finding solutions, and to prevent similar issues in the future.
Use customer feedback to inform your support process and make it easier for customers to solve problems and get their questions answered. The better customer experience you provide, the longer customers will stick around.
Customers love doing business with organizations that are easy to work with. By using feedback to improve customer experiences, customer success teams help increase loyalty and ultimately fuel business growth.
How can customer support teams leverage customer feedback?
Customer surveys help support teams know what their customers need help with, how they like to solve problems, and what’s getting in their way. This information can be leveraged to reduce support requests, decrease churn, increase loyalty, and improve customer experiences.
Customer Effort Score
A specific type of customer survey for support teams is Customer Effort Score (CES). This is a single metric that can be tracked over time and benchmarked against your competitors. Simply ask customers for a 1-7 rating on how easy it was to handle their issue and calculate your CES based on the average score.
In-App Feedback Requests
The more convenient you make it for customers to submit feedback, the more likely they are to do so. By creating opportunities for customers to submit feedback while they are using your app, you can collect more feedback, gain actionable insights for improving your product, and further improve customer experience.
Why customer service teams use Boast
Boast is a single tool for all of your customer feedback needs.
Awesome customer experience
Boast makes it easy for your customers to receive a feedback request and respond to it with mobile friendly forms and simple email, SMS SMS Coming Soon, or in-app requests.
Automate customer feedback
One ask might not be enough to get that valuable feedback. With sequences, Boast nudges customers for you – enroll them once, and we’ll handle the rest.
Incentives and rewardsComing Q3 2021
Sometimes customers need a reason to take action on your request. Send a gift card to incentivize customers to leave feedback, or reward customers with a gift card when feedback is submitted.
Integrate with existing tools
Boast integrates with countless customer support systems and CRMs via Zapier, so you can set and forget your customer feedback requests based on a closed ticket or other criteria.
Organize customer feedback
Have a single home for all of the customer feedback you receive so you can easily analyze the data and take action to improve customer experiences.
Share your praise
Collect awesome feedback? Approve that praise to show up on your website or social channels. Consider triggering additional requests based on feedback, like asking for an online review or video testimonial.