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Solve customer issues

Engage with your customers and make right what went wrong instantly

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Feedback programmes are not just meant for customer insights and trends. They provide you with a unique opportunity to make things right when a customer had a bad experience. You can engage with customers individually to understand exactly what went wrong and do something about it..

Every bit of feedback
presents an opportunity to do better

When customers that gave you feedback receive follow-up, there's an increased chance of engaging that customer. And engaged customers is what we want, because they are:

  • 300% more likely to recommend your brand
  • 300% more likely to become a returning customer
  • 50% less likely to shop around
  • 33% less likely to be price sensitive
Agent explaining to his clients
Excellent service at a fashion store

Alert the right person right away

 

When negative feedback hits the fan, the right person in the organisation needs to be alerted. That doesn't mean that just one person or a team of 'fire fighters' should be appointed.

Allow the problem or issue to be solved exactly where it occurred, be it in your point of sales, on the phone, online. Not only is it better for customer engagement, it is also beneficial for the employee. Let people learn from their own mistakes to turn something negative into something positive. The outcome will be marvellous: a happy customer and a proud employee. 

 

A happy customer and a proud employee
Customer having a conversation with a shop she visited

Turn questions into conversations

 

When you ask your customers for feedback, the polite thing to do is show the courtesy of responding. It is also a wonderful opportunity. Customers that are willing to spend time on giving you feedback – especially when they are not happy, indicates a certain level of willingness. It would be a missed opportunity to not take advantage of it.

Ask for more information, apologise, offer a solution. Do it fast, and do it personally.


Engage your happy customers

Don't just focus your efforts on fire fighting. The customers that give you positive feedback deserve your attention too. You wouldn't believe how much they appreciate even a simple but genuine thank you. 

You can take it a step further too and really see their feedback as the start of more conversation and engagement. Because remember that only 30% of your satisfied customers will actually work to promote you. By actively engaging in conversation, you can significantly increase that rate.

 

Satisfied customers

Convinced? It takes only a conversation to get started...

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More inspiration ...

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Why negative feedback is a good thing

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