Real-time customer comments are important for businesses of all sizes. It can help you improve your products and services, and it can also ensure you keep your audience happy.
But what exactly is real-time customer feedback? Why it’s important? How can you use it to improve your business? How can you generate it? Wait for a second, and you will meet all the answers!
What is Real-Time Customer Feedback?
Real-time customer feedback is one of the most powerful types of people's opinions. It’s a valuable way to gain insight into how the audience interacts with your product or service and it can be received from website visitors or mobile app users. You can collect this data while your prospects are experiencing your offer, so it isn’t related to the past or the future - it’s about what is happening right now.
Feedback gained at the moment enables businesses to ask questions or survey customers as soon as they interact with the company. And, of course, businesses can collect big amounts of data in various ways, including live chats, chatbots, and, for example, proactive chat invitations.
This type of feedback is often more accurate and timely than traditional surveys, and it can be used to improve the quality of your products and services. It's also gathered in a timely manner so that you can respond quickly to customer concerns.
We live in a fast-paced world and everyone is rushing forward. Companies are competing and struggling for the attention of potential users and once they get them, they try to keep them for longer. Insights obtained instantly help a lot in this matter because apart from the advantages mentioned above, it helps to make business decisions quickly. But of course, this isn't all it has to offer.
Why is Real-Time Customer Feedback Important?
Every client’s opinion counts for a company and real-time feedback isn’t an exception. You know, it can be used for many purposes, including improving the quality of your products and services by identifying problems early.
Whenever you collect customer comments at the moment, their experiences will be actual and very specific. In addition to providing an accurate assessment of their satisfaction, they also may provide you with additional details if you follow up afterward.
By collecting data in this really critical time frame, you can identify issues as they happen, which can help you fix them before they cause significant problems. Furthermore, such feedback you receive from customers can help you understand their preferences in a more accurate manner. Finally, this information can help you develop better products and services that meet everybody’s needs.
In addition to improving the quality of your products and services, these opinions from clients also help you understand their preferences and needs in a more accurate manner. Furthermore, the information you obtain can help you develop better marketing campaigns that target specific demographics or areas of interest.
Finally, getting instant input from customers helps keep them happy by providing them with timely updates about product improvements or changes.
How Can You Use Real-Time Customer Feedback?
There are a number of ways you can use real-time consumer responses to improve your business. Here are the top five examples:
#1 to enhance the quality of the product
By gathering feedback at the moment when users experience your products, you can identify areas where improvements are needed. This information will help you make the necessary changes to your products, and it will also ensure that your customers receive the best possible outcomes.
On the other hand, improving your offerings also helps you stay ahead of the competition and lead you to be an industry leader. Unfortunately, some brands have stopped at the early stages of their business and aren’t expanding or improving their offerings. Will their business then survive? We can guess, but better if you don't make that mistake; just use real-time feedback for continuous development!
#2 to improve service quality
By monitoring customer service interactions in real-time, you can identify problems early on and take appropriate action. This information can also help you improve the service you provide to your users overall.
Along with a great product comes excellent customer service, so you will definitely be better than some brands in this regard. This will also translate into employee resources in your company, as more people - already qualified and with plenty of experience - will want to work with the best, so with you.
#3 to improve marketing campaigns
By tracking how people interact with your ads and promotional materials, you can learn which elements are working well and which need attention. This information can help you adjust your marketing strategies accordingly.
Maybe you have predicted at the beginning that some marketing efforts would be 100% successful and will definitely reach your audience. Well, with real-time data, you won't have to guess because you will see clearly whether your marketing efforts are getting the attention or if you were right or wrong in your guesses. However, if the marketing campaign occurs to be ineffective, you will be able to withdraw or change it quickly.
#4 to improve product delivery times
By understanding how long it takes for your products to arrive after they're ordered, you can ensure that deliveries are made on time for each order. This information can also help you identify any bottlenecks in your supply chain and address them accordingly.
This is another improvement related to managing processes in your company. You already have a good product and excellent service, so now it's time for fast and safe delivery. Fortunately, instant feedback from your customers is here to help!
#5 to improve product pricing policies
By tracking how prices change over time, you can determine if there is a need for any adjustments in price or product offerings overall. This data can help you make better-informed decisions about pricing policies for future products or services.
You'll also learn how sensitive your target audience is to price changes with real-time reviews. If you've lowered your prices significantly and there's still not much interest in your offer, then the price is not a big determinant here, and the knot is somewhere else. But, again, our live-time data can help you determine where the problem is and fix it.
How to generate real-time customer feedback?
Step 1: Choose a Feedback Method
It is essential to choose the proper evaluation method for your product or service. There are many different types of feedback, and each has its own benefits and drawbacks.
One option is surveying. It allows you to collect comments from a large number of people in a short amount of time, which can be useful for learning about your customer base and making changes quickly. However, surveys can be challenging to use effectively, and they often rely on people who are willing to take the time to fill out a survey. And not everyone has the time or inclination to take a study, even more so if they don't benefit them straight away.
Another option is user feedback interviews. Interviews allow you to get direct opinions from your customers in an informal setting. This type of data can be particularly valuable because it will enable you to hear people’s concerns in their own words, which can help you understand how they feel about your product or service. But again, they take time. Sometimes they can take even longer than surveys and can be more complicated, so there is a good possibility that there will be few takers.
But after all, we still have online tools for getting a review that doesn't require much time from your customers. What's more, such tools can collect much more data than surveys or interviews because they highlight aspects you wouldn't even think about. There are a lot of such solutions on the market and each of them stands out with something different, but their goal is one: to help you manage opinions, ratings, comments and all the feedback from your audience in no time. We'll show you our proposal for such a tool in a moment.
Ultimately, the best way to get accurate user opinions depends on the particular product or service that you are offering. Therefore, before beginning any Feedback Method research, it is important to carefully consider what type of information you want to learn about your customers.
Step 2: Set Up the Feedback Form
When setting up the feedback form, it’s crucial to think about the ways in which you will be able to collect such insights. You can use a variety of methods, including questionnaires, live chats, or chatbots. The most important factor is that you make it easy for people to provide their opinion.
One way to make the process easier is to create a simple and easy-to-use form. This will help customers feel comfortable providing comments and also make it easier for you to gather data. Additionally, ensuring that your form is accessible from all devices will allow you to collect feedback from a wide range of users.
Once you have set up your form, it is vital to ensure that you are collecting accurate information. Make sure that all questions are relevant and that respondents can understand how their responses will be used. Finally, keep in mind how you will use these comments once you have collected them. Use this information to improve your products and services or take action based on specific concerns voiced by your target audience.
Step 3: Collect Feedback Data
Now that you have gathered data from your customers, it’s time to process and analyze it. The first step in doing so is to organize the feedback into a manageable format. This can be done by categorizing the comments according to the type of information they relate to (e.g., product, service, communication). Once the responses have been organized, you can begin analyzing each comment individually. This will help you understand what users want from your product or service and how you can improve it.
It’s also important to take note of any trends that emerge from the data. For example, if a particular customer complaint is recurring, it may be worth investigating further to see if there is a solution available. By taking note of trends and addressing any issues that arise, you are ensuring that your audience is happy and that they continue recommending your business to others.
Step 4: Analyze and Use Feedback Data
Analyze feedback and learn from it to improve your business performance.
Analyzing such data can help you improve your customer service and product offerings. By understanding what people like and dislike, you can create a better experience and improve their entire journey. Also, as we mentioned earlier, this information can be used to make better decisions on pricing, product development, and marketing initiatives. Therefore, accurate analysis is the key to further growth.
How to leverage real-time customer feedback with BetterFeedback?
We've already started a discussion about the fact that, instead of using surveys and interviews, you can get up-to-date data from your customers about your products, services, the company as a whole, etc., in a different way.
Yes! We're talking about a tool from BetterFeedback, which as cloud-based software, will relieve you of excessive duties and bring more insights about your audience!
So BetterFeedback is an AI solution that discovers in real time what your customers are thinking about, what they expect from you, what they don't like, what they love, and what they have a problem with. Our software will generate reports based on what you want to see and rank the data the way you want it, so you can understand what your visitors want to tell you faster and not spend all day doing it.
We realize how tedious and exhausting it is to deal with the same issues over and over again. But, on the other hand, this is such vital data that you can't just ignore it. That's why we offer you our idea to automate and manage your feedback.
With BetterFeedback you:
- can organize all comments, feedback and reviews from your customers in one place,
- can draw unique insights from routine evaluations,
- don't have to make assumptions but are guided by complex data,
- can make better decisions as a result!
We do our best to make our tool as customized to your needs as possible, so we listen to our users' needs. So don't hesitate to write to us and be sure to try out our technology!
To sum up, thanks to real-time customer feedback, you can:
- act very quickly,
- prevent the spread of errors,
- immediately recognize the needs and wishes of your clients,
- monitor for potential problems such as bugs,
- correct missing information in the mobile app and website,
- understand visitors' expectations,
- improve your marketing campaigns,
- get up-to-date reports,
- make your audience more satisfied,
So, as you can see, such information gathered from clients is an invaluable source of improvement. You are able to take advantage of them thanks to the right tools for businesses of all sizes, and BetterFeedback is one of them. Out tool not only can hel.p you improve your products and services, or keep your customers happy, but it can do much more.
So, convince yourself and take advantage of the BetterFeedback trial period.