A website is a great way to showcase what your brand stands for. However, websites get digital footfall from your potential customers. A website feedback tool helps you keep your site running smoothly. It enables you to collect information such that the stakeholders, designers and marketing team get a unified view of the data.

Why Do You Need a Website Feedback Tool?

Website feedback tools play a pivotal role in maximizing user feedback and enhancing customer satisfaction.

• Website feedback software offers real time insight on issues to be solved. A seamless user experience can maximise visitor retention. Web designers and stakeholders make decisions using these analytics.
• A universal dashboard can capture website and app activity to identify pain points, usability issues, and areas of improvement.
• Collect valuable customer insights, understand user behaviour, preferences, trends and patterns of a timeline and meet customer needs.
• Collect all user feedback over a single organisational dashboard. Use the feedback and friction point metrics to identify where they might need to focus on priority. An equipped dashboard also provides automatic showcase of data with one click. 

Different Types of Website Customer Feedback Tool

Some of the common types of website feedback include feedback forms, visual feedback, and voice of the customer feedback surveys.

• Traditional forms collect structured feedback from website visitors. These long forms allow users to provide specific feedback, suggestions, bug reports, and improvement ideas. They often come in the form of longer questionnaires with detail oriented questions and request improvement suggestions.
• Visual feedback works with visual annotations, screenshots, or recordings. This type of feedback provides a pictorial understanding of user behavior, pain points, heat maps and user experience on websites and mobile applications.
• Voice of the customer surveys (VOC surveys) are designed to gather customer insights, opinions, and satisfaction data. These surveys provide in-depth feedback on the customer experience, emotional metrics, and satisfaction data. By analyzing the voice of the customer, customer support teams, sales and marketing professions can assess customer sentiment, satisfaction, and loyalty.

How Can a Website Customer Feedback Tool Upgrade CX?

Here’s how a website feedback software enhances customer and user experience:

Collect feedback from online surveys:
Collect valuable user feedback, bug reports, and improvement suggestions. Help product managers detect customer pain points, usability issues and enhance UX.

Optimizing user experience: 

This includes speed ratio of pages and application windows, friction points, browsing experience, purchase based friction. Identify areas for improvement, usability testing, and user behaviour analysis for website enhancements, seamless user journeys, and improved user satisfaction.

Leveraging session recordings: 

Some website feedback tools offer session recording features for real-time insights into user behavior, active areas of the sites/apps and conversion rates. These insights help site designers optimize the usability and create websites that truly meet user expectations.

Close feedback loop for user issues: 

Glitches can occur with new website upgrades and new features on the app. Some upgrades can cause issues across devices. A web feedback tool can collect information on functionality using website surveys and chat bot surveys and analyze it further.

Google analytics integration: 

Google analytics is a powerful integration when creating a functional app or a website. The Google dashboard indicates visitor metrics, organic viewers, page retention rate that can be seen over various timelines.

Launch satisfaction metrics: 

A web feedback tool software collects satisfaction metrics using Net Promoter Scores NPS, CSAT, Customer Effort Score (CES) across consumer journeys at various channels. Conducting CX is not a one time activity and involves regular monitoring throughout a buyer’s journey.  

How to Choose the Right Website Feedback Tool for Your Business

Choosing the right website feedback software tool is essential for businesses looking to effectively collect and utilize every satisfaction metric. Here are some factors to consider when selecting the best website feedback tool for your business:

• Customer support: A feedback tool provides reliable customer support, responsive assistance, and readily available resources to help you maximize the tool’s potential.
• Assess free trial features: Many website feedback tools offer free trials. Take advantage of it to assess the features, user-friendliness and compatibility of the tool with your website and business requirements.
• Evaluate integrations: Consider the integration capabilities of the feedback tool with other tools or software you use, such as website analytics, customer relationship management (CRM) systems, or bug tracking tools.
• Check pricing plans: Evaluate the pricing plans of website feedback tools, considering the features, support and customization options and how they align with your budget and business needs.
• User reviews and ratings: Research user reviews, ratings, and testimonials of the website feedback tool you are considering.  This will provide valuable insights into the tool’s usability, reliability and customer satisfaction.

Implement Website Feedback Tools: A Step-by-Step Guide

Implementing website feedback tools correctly is crucial for businesses to collect, analyze, and act upon user feedback effectively. Here’s a step-by-step guide to help you implement website feedback tools seamlessly:

1. Choose the right tool based on your needs: Assess your business requirements, satisfaction survey needs, website analytics compatibility, and select the web feedback tool that best aligns with these factors.
2. Deploy the tool on your website: Integrate the selected feedback tool seamlessly into your website or web app. Ensure compatibility, responsiveness, and real-time feedback collection capabilities.
3. Customize the feedback button or widget: Tailor the feedback button or widget to match your website’s visual branding, user experience, and placement preferences.
4. Train team members: Familiarize your team members, customer support staff, and website administrators with the tool’s features, data analysis options, and support channels for effective use.
5. Test the feedback widget: Ensure the feedback widget functions correctly across different web pages, browsers, and devices, allowing users to provide feedback seamlessly and in real time.
6. Collect and analyze feedback: Encourage users to provide feedback, bug reports, or improvement suggestions through the feedback tool. Collect respondent information in real time and analyze the data.
7. Act on complaints swiftly: Identify trends, user behavior patterns, and areas for improvement based on the feedback. Utilize the insights to optimize website features, user experience, customer support and product development.

Pro Tips for Successful Website Feedback Management

A well-built web feedback dashboard will showcase emotional metrics, frustration points, offer qualitative and quantitative insights in a visual representation. Marketing professionals can analyze emotional insights and use this data for continuous improvement.

1. Managing feedback: what you should know

• Implement diverse strategies to gather customer reviews and insights from website visitors.
• Use live chat and customer feedback tools for real-time customer support.
• Implement sentiment analysis to gauge customer sentiment and address issues promptly.
• Conduct user research and usability testing to enhance the customer journey.
• Utilize feedback widgets to collect contextual feedback on specific website pages.
• Gain deeper insights into user preferences and behavior through targeted feedback collection.

2. Avoid over-engineering: balancing efforts and results

• Balance efforts and results effectively.
• Improve user experience using session recordings and user feedback analysis.
• Refine product development with insights from market research data.
• Collect direct feedback using a browser extension for live websites.
• Utilize mobile app feedback software for mobile-specific insights.
• Enhance website performance with analytics dashboards and customer journey analysis.
• Avoid over-engineering to achieve optimal outcomes.

Conclusion

The end goal of a business is to stay consumer centric. This includes customizing surveys, trigger the surveys at various touchpoints and map response rate at various timelines and urgency. You can view these results over a website feedback dashboard and share automated reports with decision makes, sales teams, product designers and stakeholders. If a CX professional is looking to cover major aspects of customer experience in their business, consider using Merren’s functionality. Utilize the Merren CX dashboard and avail of a 14 day free trial without any credit card commitments.