Customer experience and feedback management have really increased in importance in the last few years. Customer Experience is not only considered a specific department but all departments are now expected to participate in the optimization of the Customer Experience programs and strategies.
One key initiative to improve your CX programs is to gather continuous feedback. It is an important approach to engage your customers because it provides them a voice to make an impact on the business.
According to Harvard Business Review, an improved level of customer experience can reduce customer care costs by up to 33%.
Before we discuss the impact of Real-Time feedback, it is important to understand what it is.
Real-time feedback and experience management are veryt important to your brand’s success. Real-time feedback can help you to understand how you interact with your clients and where you need to improve. It shows them that their input is valued, allows you to address any issues, and is more likely to result in inaccurate feedback.
The advantages of real-time feedback are as follows:-
1. A bigger number of total responses and a higher response rate
When you use real-time survey solutions, the chances of people participating increase dramatically. The prompt’s timing may appear to be a natural conclusion to the action. Real-time customer feedback is beneficial to users. It’s a cost-effective way for firms to collect context-based feedback.
2. Improve response precision
You may receive the customer’s perspective in real-time during an event or experience by using real-time feedback. The responses are generally more precise and detailed. Users are less likely to recall precise information and emotions as time passes, making it more difficult for them to express substantive criticism or praise.
3. Improves brand affinity and increases customer loyalty
Customers feel satisfied that their ideas matter and can have an impact on future experiences when you ask for real-time feedback and make sure they know it is valued.
4. Improve customer service
General feedback is crucial since it shows you what you do well and where you need to improve. Real-time customer feedback takes it a step further, allowing your staff to provide outstanding customer service.
5. Define problems
The main advantage of quick feedback is that it allows a company to know exactly what is going on the ground at any given time.
That means the company has real-time visibility into any issues that arise, whether it’s poor customer service, long wait times in lines, or a business climate that doesn’t meet customer expectations.
Dropthought captures the real-time feedback
At Dropthought, we believe that to build a sustainable relationship with a customer, we must value their feedback. We believe in building a situation-based and feedback-centric customer engagement plan that will not only help businesses to leverage the data collected abundantly but also can turn into a long-lasting opportunity to keep your customers intact and keep the revenue bar up and running.
If you are interested in knowing more about DT, simply schedule a consultation.