Every business has a high dependence on customer feedback. This includes tracking satisfaction metrics, user behavior towards products/ services and online reviews. What can be measured can be improved. This can only be done with the help of a robust customer feedback platform.

In this blog, we will cover why marketers need an all round customer feedback tool. This is where Merren steps in and provides a superfast tool for all your CX needs. Read on to see what Merren has to offer and how you can supercharge your customer feedback software today.

What is Customer Feedback?

Customers use products and services of multiple brands and companies. Post this usage, people share their experiences- both positive and negative. Every response tracked and collected across surveys and platforms make up for customer feedback. It can be collected through a survey tool, Google reviews, social media comments, mobile app surveys or via phone calls. Analyzing every feedback provides insights into satisfaction levels, areas for improvement, and guides business decisions.

What is A Customer Feedback Tool?

A customer feedback tool enables marketers to collect reviews, conversations, feedback on certain products, services and even experiences. Any well-defined customer feedback management tool should be able to do the following:

• Collect actionable insights via in-app surveys, messenger applications, website feedback via chatbots, CX representatives.
• Capture valuable insights from satisfaction metrics. This includes the standard satisfaction metrics of Net Promoter Score (NPS score), customer satisfaction score (CSAT surveys) and customer effort score (CES scores.)
• Have a comprehensive set of question templates and custom surveys for every industry.
• Map the customer journey and automatically collect survey data via app integrations.
• AI survey maker offers instant survey builder. You can create your own questionnaire with a few clicks too!
• Enable dashboard view of every actionable insight. A CX tool should be capable of conducting data analysis, track customer behavior, sentiment analysis and offer visual feedback (graphs, charts, bar segregation.)

Why should we use a customer feedback tool?

A tool can equip any organisation to streamline the way they collect consumer feedback. A well-rounded experience management software can make it easier to segregate responses, collect data in real time, analyze them swiftly and offer feasible solutions to close the feedback loop. When an organisation expands over time, capturing people’s emotions, words and expressions can become cumbersome. It is not possible to collect every review manually or using methods from the past. A good CX software is akin to a helping hand that can do more than just collect feedback. It can make a marketer’s functions more systematic.

How to Choose the Right User Feedback Tool?

Every toolkit comes with various features. An organisation can prefer certain features that augments the way they collect and analyze people’s reviews across platforms. Here are some of the existing and new features you can look out for in 2023.

User friendly interface and ease of use:

Most marketers often look for toolkits that are simple and easy to use. The goal is to save time while collecting maximum response rate while they gather customer feedback. Organisations and teams should find it simple to use and navigate while creating survey questions and using other features within the platform. With a simple interface, your clients can enjoy a better user experience with these apps.

Pre-designed survey templates:

Survey templates are the best way to curate surveys that saves time. Using pre designed question templates can prevent question errors, complex vocabularies and double baralled questions. These templates are pre-tested to make it easier for people to comprehend and answer every question. Each question template can also come with customization options wherein a marketer can curate questions as per their industry requirements.

Multi-channel survey platform

Messenger based apps such as Facebook messenger and WhatsApp are platforms that have the maximum number of people using these apps. Marketers can also conduct AMP email surveys, Twitter and chat bot surveys. Since these platforms are at our fingertips, it is easier to capture user data from multiple channels. Marketers must remember that low response rates matter in customer surveys since you cannot truly rely on a few responses to make a broad strategy.

Integrations and automations

Organisations may require specific integrations from time to time. Smart integrations offer automation of workflows and scheduling of data collection techniques across a user journey. Smart Integrations also enable a smooth workflow, and connect you with existing apps and technologies. You can also launch survey rewards with specific integrations to encourage people to offer prompt responses during a market research campaign.

Swift data collection and AI feedback analysis:

AI in survey data analysis is a big boon for the CX world. This can simplify complex task and give a larger overview of complex data on one dashboard. CX professionals and stakeholders can study the current market and offer feasible solutions to current problems. AI involvement can also conduct sentiment analysis and help marketers close feedback loop.

What are the Advantages of Using Merren for CX?

Merren is a robust consumer response collection platform that offers an all-round solution to organisations of all levels. You can choose to curate surveys for your target audience. You can also create multilingual questionnaires for your user base across the globe. A traditional customer feedback tool is slow, needs batch processing and manual intervention. With the help of Merren’s advanced features, you do not need to use any traditional customer feedback tools.

1. Satisfaction metrics: NPS, CSAT, CES

Merren offers customer satisfaction metrics such as net promoter score (NPS surveys), customer satisfaction score (CSAT score) and customer effort score (CES surveys). Using these standardized metrics, organisations can categorize response types, segregate positive reviews and close the feedback loops during any negative feedback. Merren also has pre-designed survey feedback questionnaires that are ready to be deployed. The pre-designed templates do more than just a plain google feedback form. You can customize it as per organisational goals. These templates are also compatible across devices and via multi channel platforms- AMP emails, website chatbot surveys, WhatsApp surveys, Facebook messenger surveys.

2. Mapping the customer journey

A great way to master customer retention and avoid churn is to map the buyer journey in the ecosystem. The right customer feedback tool will have the facility to offer mapping tools starting from capturing a customers’ needs to gathering their product reviews during their usage span. When it comes to customer experience CX, map every touchpoint for useful customer insights from your buyer base.

3. Messenger survey apps and dynamic email

Merren gives you the ability to build your own questionnaire and launch them via AMP emails, Whatsapp and Facebook messenger. You can create your own Facebook messenger surveys using the Merren platform. The multi-channel ability to bring a high response rate is a favourite among marketers. You can now get consumer insights at your fingertips which makes it easier for organisations to cater to their audience faster. Organisations can create WhatsApp surveys and WhatsApp polls in less than 5 minutes. 

4. AI analytics and real time tools

Real time analytics is a game changer. Using artificial intelligence to analyze responses, the customer support team can cater to people via live chat or phone calls. AI tools are a game changer when it comes selecting the right customer feedback tool. Merren’s inbuilt analysis and word cloud facility can help you gauge the emotions and make strategic decisions based on the kind of reviews you get.

5. Survey reward integrations

Offering an incentive after completing a survey can increase the feedback response rate. Use Merren’s xoxoday reward integration to include incentives and rewards in user response questionnaires. This is a win-win situation since you can get better respondent insights and offer incentives, rewards and coupon codes for their responses. Incentivized surveys can enhance the feedback process. This encourages most people to share their candid response and utilize this reward to shop again.

Conclusion

Collect customer feedback, product and service reviews and ratings using the right experience management solution. You can build your own questionnaires with open-ended questions or offer a rating system as per your organisational goals. Equip your customer service team with modern day facilities and understand what drives consumer needs and customer loyalty. Onboard new customers, understand your website visitors with live chatbots and do more with our platform. Merren is one of the best customer feedback tools for all your CX requirements. Sign up for a 14 day free trial now and supercharge your customer feedback tools with Merren.