The technology have completely revolutionized the way customers and businesses were interacting with each other. With the rise of smartphone technology, internet and social media, the customers are more inclined toward businesses who can offer them a multi-channel communication. Now a days, a business is not judged only by the quality of products or services it offers, but the customers greatly value the experience as well. This lead to a lot of innovation and businesses in Dubai, Sharjah, Abu Dhabi or anywhere else in UAE have started adopting multiple technologies to enhance customer experience and to offer them a quick and very responsive service channel. The communication is not limited to only selective channels anymore, in fact the digital communication channels have already surpassed the traditional marketing and communication channels. Customers prefer to have facility to connect with their favorite brand using multiple channels as per their convenience. The customer feedback system is one of the most crucial part of customer experience management process. The customer feedback help businesses in many ways and help them improve their customer retention, product development, customer service and much more.
What is Multichannel Customer Feedback and Why it is so Important?
What is the Difference between Omnichannel and Multichannel?
Since the communication channels have been increased significantly the terms ‘omnichannel’ and ‘multichannel’ are more frequent to hear. However, there is a huge difference between these two. By definition the omnichannel means covering all channels and offering a seamless experience to your customers, however, when we say multichannel it means multiple different channels which can offer more convenient and unique experience to the customers and raise customer engagement. Majorly these terms are used by marketing and customer service teams, the customer feedback is usually managed by the CX (customer experience) managers. Usually businesses rely on only a few and very traditional channels to collect customer feedback data, that is why they prefer omnichannel feedback system. The impact and outcome of the customer feedback data heavily depends on the quantity of the feedbacks, hence incorporating multiple channels could significantly improve the feedback data quality. That is the reason multi-channel customer feedback systems are gaining popularity in Dubai, Sharjah, Abu Dhabi and other parts of UAE. Different channels require different design and offer different user experience that is why different groups of your targeted audience and customers would prefer different communication channels which make multichannel feedback more important and also more impactful for your business.
See Also: How to Collect Feedback using Customer Feedback Tool
What is the Difference between Omnichannel and Multichannel?
What are the Popular Channels for Multichannel Customer Feedback System?
Now that we discussed the difference between omnichannel and multichannel customer feedback systems, and understood why multichannel customer feedback system is important, let us discuss the popular channels for multichannel customer feedback system:
Multichannel Customer Feedback System: NPS Score Surveys
The NPS Score or Net Promoter Score surveys are one of the best and most commonly used customer feedback system. The net promoter score is a great way to quickly measure the customer loyalty. A good customer feedback system will allow you to measure the customer loyalty by classifying them in different segments which will make it easier to understand and measure the customer satisfaction and customer loyalty. Furthermore you can also add more questions to learn and identify the factors that are driving the customer loyalty and vice versa. The NPS customer feedback system is a great tool to quickly identify the areas of improvement and make quick changes or investigate further to rectify the reasons that are causing satisfaction and unhappiness.
See Also: 11 Customer Feedback Examples for Business Success
Multichannel Customer Feedback System: NPS Score Surveys
Multichannel Customer Feedback System: In-App Feedback Widgets
Whether you are offering your customers a smartphone application or an online customer portal, you can use the in-app customer feedback system, even you can implement it to your corporate website. The in-app customer feedback system comes with a feedback widget which can be enabled all the time on the user interface or it can be offered in a pop-up via a dedicated feedback button. The in-app customer feedback system is a great tool to gather in-depth insight for your products and services and help you gain quality feedback data with higher submission rate. Another great reason of the success of in-app customer feedback system is that it enables you to ask the customer right thing at the right time and maximize the quantity of the responses which help improving the quality of the feedback data.
See Also: How to Collect Customer Feedback using Mobile Phone Applications?
Multichannel Customer Feedback System: In-App Feedback Widgets
Multichannel Customer Feedback System: Online Survey and Polls
Another great example of customer feedback system is the online survey and polls. Businesses can create customized questionnaires and polls and send them to the customers or targeted audience via online surveys and polls. The online customer feedback system enable you to create customer satisfaction surveys and polls and share them online via links, emails, social media or any other medium. These surveys and polls can be embedded to your website or product pages as well which is very helpful to reach out to targeted audience. The data can be collected and easily analyzed using in-built tools with ability to export or share with the relevant teams and management.
See Also: 8 Proven Practices for Successful Customer Feedback Management
Multichannel Customer Feedback System: Online Survey and Polls
Multichannel Customer Feedback System: Email Surveys
The emails are one of the oldest yet most impactful and cost-effective communication channel. There are many ways to use emails for customer feedback surveys. You can automate the email surveys or you can run specialized survey campaigns for your email database. The online customer feedback system can create personalized surveys and questionnaires to maximize the outcome of the campaign. Some modern customer feedback systems also allow integrating survey and questionnaire in HTML based emails which makes it even easier for the users to submit their feedback. Working with email customer feedback system you should be careful in composing your message, it is important to show some gratitude to compel your audience to submit their feedback. You should tell them why you need their feedback and how important their opinion is, this will help you get high quality feedback data.
See Also: 5 Types of Customer Feedback
Multichannel Customer Feedback System: Email Surveys
Multichannel Customer Feedback System: SMS Surveys
The SMS is also one of the oldest communication channel, business can utilize SMS based customer feedback system in two ways, one they can share online survey links via SMS assuming all of their audience would have smartphones, and the second ways is to get customer feedback via SMS based questionnaires. In that case the customer don’t have to open a link, but they can chose their response from already given options within the SMS. However, here in UAE almost 99% of the population is using smartphones, so both methods can be used. Most of the time the after sale or service surveys are conducted through the SMS. But businesses can use SMS surveys for any other type of campaign as well.
See Also: How to Enhance Customer Experience with Customer Feedback Surveys?
Multichannel Customer Feedback System: SMS Surveys
Multichannel Customer Feedback System: Social Media
Social media listening is a great way to keep an eye on what your customers and other people are saying about your brand on social media platforms. However, collecting customer feedback data by using social media surveys and polls is a great way to enhance your brand’s online presence and learn about people’s opinion about your brand. There are a variety of social media which can be used, it is important to understand what social media is popular in your targeted audience. It is also crucial to keep searching for your brand name and relevant keywords to understand what people are saying about your brand along with regular surveys and polls. Businesses can use Facebook, Instagram, Twitter, LinkedIn and other social media platforms and business can also utilize WhatsApp polls to collect valuable customer feedback and suggestions.
See Also: How to Get Customer Feedback? (Best Practices)
Multichannel Customer Feedback System: Social Media
Apart from the above listed channels businesses can also utilize live chats, customer support ticket portal, knowledge base, online comments and rating websites, customer interviews and direct calls to collect customer’s valuable feedback data.
Conclusion
The advancement in communication, rise of smartphones, and digital platforms have completely changed the way businesses and customers were interacting in past. Now a days a business must be aware of the infinite potential of integrating multiple communication channels to enhance customer experience and to raise customer loyalty. The customer feedback system is one of the most effective and impactful tool which help businesses to align themselves with customers’ needs, demands and preferences. It is important to choose the right channel for targeted audience, ask the right thing and ask it on the right time. There are several different type of customer feedback systems available in the marker, however, a multichannel customer feedback system is one for the most effective solution to leverage the full potential of customer feedback. It not only help business to offer a better experience to the customers but it also help them collect high quality feedback data which is more impactful and help businesses make the informed decisions.
In this blog we have discussed what multichannel customer feedback system is and why it is so important for business. If you want to learn more about multichannel customer feedback system or if you want our help to develop a tailor-made customer feedback data which resonates with your needs and help you maximize the impact of customer feedback, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.
See Also: Why Your Business Needs a Customer Feedback System?