Customers expect the same quality of service online as they do offline. The push to digital has an impact on how you deliver your services. All your channels (website, app, chat, customer service) need constant monitoring and evaluation.
Organizations have to understand what customers expect in order to tailor the customer experience according to the channel.
With feedback you can monitor the service delivery at each given touchpoint and make incremental improvements along the way. Capturing feedback after every customer interaction helps you solve different pains:
Typically the root cause of customer unhappiness - or customer satisfaction! - can be brought back to three main business pillars: your people, your product or service, and your processes.
We designed the Hello Customer platform to recognize feedback about these business drivers in real time. This way, feedback enables you to improve the customer experience at each step.
Capturing feedback is nice, but to improve your services you need to act based on the insights. For that, you need a customer feedback platform that brings you from feedback to relevant insights in an instant.
Once you understand what your customer expects, you can make improvements. Spot the gaps in your offering and discover new service needs. Prevent customers from churning by optimizing your services along the way.