In today’s highly competitive business world, customer feedback is required to understand what their customers are thinking, feeling, and expecting from them. In this blog, we will explore why customer feedback is important for businesses and how real-time feedback can transform your business. We will also discuss some strategies for collecting real-time feedback from customers and how to analyze and act on that data.

The Benefits of Real Time Customer Feedback in Business

Customer feedback is required in all aspects for businesses to quickly adjust their strategies and improve overall customer satisfaction. Listening to and addressing concerns, pain points and feedback can also help build trust, loyalty, and long-term relationships with patrons.

Real-time customer feedback provides businesses with a competitive advantage by allowing them to quickly address any issues or concerns. This will also seamlessly improve customer satisfaction, and build customer loyalty. By leveraging real-time feedback, businesses can stay ahead of their competitors by adapting quickly to changing customer needs and preferences.

6 Real-Time Customer Feedback Strategies

If organisations are looking for a high response rate for their surveys, they have to adapt to real time platforms. However in the current scenario, browser based surveys are still widely used to collect user responses. This method is not too efficient as it causes low response rate and a huge gap between organisations and users for collecting data.

Conducting real time surveys:

Real-time surveys are a valuable tool for businesses to gain immediate customer feedback. This can happen when businesses capture feedback from customers where they are. These are in-moment platforms of messenger based surveys such as WhatsApp and Facebook messenger. Brands can also use upgraded email systems of dynamic emails such as AMP email facility which allows respondents to answer surveys without going into an external browser.

Leveraging social media for real-time feedback:

Social media is a great place to understand customer sentiments, have live chat with grieved customers and collect real-time data from users globally. Social media platforms such as Facebook and Twitter (currently known as X) boast of a large user base. Businesses can collect candid feedback for their products and services and close feedback loops from unhappy patrons. Social media platforms make for a good way to understand user preferences, behaviour and use this information to upgrade current customer service teams.

Monitoring online reviews and ratings:

Monitoring online reviews and ratings is a crucial aspect of gathering real time responses. People have the freedom of sharing their feedback on online review platforms or Google business listings. These reviews are the basis of understanding who are happy customers or promoters. These reviews also help them understand detractors or unhappy customers who might need immediate assistance. Proactively addressing concerns can help mitigate damage to a business’s reputation and show a commitment to excellent customer service. Additionally, businesses can leverage positive reviews as social proof in marketing efforts.

Analyzing and acting on real time responses:

Developing a system for collecting and prioritizing feedback based on relevance and impact can help you quickly identify areas for improvement and opportunities for innovation. By acting quickly on respondent feedback, you can demonstrate that their opinions are valued and that your business is committed to providing an exceptional experience.

Identifying trends and patterns in insights:

Using data analysis tools such as sentiment analysis and text analytics, common themes and sentiments in customer feedback can be identified. This information can then be used to prioritize areas for improvement and develop targeted strategies to address concerns. Regularly analyzing in-moment feedback allows businesses to stay responsive to changing user needs.

Responding to feedback and implementing changes:

Analyzing feedback from multiple sources, such as surveys, social media, and reviews, can provide a comprehensive understanding of customers’ needs and preferences. This will enable businesses to identify areas for improvement and develop targeted strategies for addressing concerns. With the use of surveys and AI assisted technology, businesses can collect faster insights and analyze it more efficiently, allowing them to stay competitive in an ever-changing marketplace.

Tools and Technologies to Assess In-Moment Insights

Merren is an in-moment platform that captures insights at superfast speed, bringing data analysis faster than ever before.

AI Survey Builder: Merren’s AI Survey Builder can help you create surveys in an instant. Each of these surveys can be curated, customized or ready to get deployed. Clients can also demo test these surveys prior to deploying it for respondents.

Real time insight gathering and analysis: Merren’s dashboard brings in real time analysis with segregated data via different formats. Customers can share audio, video, text, photo type of feedback with businesses. Clients can segregate data based on different formats and demographics.

Integration with CRM tools: Merren’s integration with various CRM tools can help businesses automate the entire response collection process. No more manual handling of data is required.

Using messenger based tools: With WhatsApp messenger surveys, Facebook messenger surveys, SMS/RCS, collect fast insights from every respondent and bring high response rate to the table.

Conclusion

Real time response collection is the need of the hour. This is the fastest way to gather in-moment insights from customers. Collecting in-moment insight also denotes that businesses are willing to go the extra mile to address any grievances and improve the overall customer experience.

To understand how Merren equips businesses with real time facilities, sign up for our 14 day free trial here.