Customer feedback doesn’t require a definition as it is so straightforward. However, today we’re going to do something different. Today, we highlight the unspoken aspects of customer feedback to gain a comparative advantage. As the behaviors of customers drastically change due to advanced technology, accessibility, and catchy alternatives, brands should also change the way they see customers. To this end, the means is customer feedback, and its hidden potential will be revealed with Ekotify.
What is the Deal with Customer Feedback?
Brands always say, ‘the customer is the true benefactor,’ but is that so? If we go and ask the firm managers, they will agree that the main goal is to prioritize customer needs. However, if we turn to the customers, they will certainly disagree that firms meet their needs. So, what is the reason behind this tension? It’s basically that firms and customers cannot communicate as effectively as they should. Until now, customer feedback has served both sides of the exchange, but the market dynamics and customer behavior require more modern methods. Customer feedback basically tells firms what’s wrong and right, but are the answers and questions meticulous enough?
What does Customer Want?
Before diving into the world of customer opinions, reactions, suggestions, and comments, we should scrutinize the demands and desires of customers. Every firm should continuously ask, ‘What do customers need?’ because the mutual agreement between firms and customers is built upon needs and their fulfillment. Therefore, if firms are unable to solve the puzzle of customer needs, it would be surprising to find their products and services satisfying. So, the reason behind investigating customer feedback is to primarily detect customer needs. However, the process is not as simple as it seems. Gathering feedback from customers and reading it diligently is more challenging.
The most crucial criterion for 90% of customers is the problem-solving capability of brands.
Customer dissatisfaction results in a churn rate of 34%.
Businesses that focus on customer experience increase their revenue by around 4-8%.
The Complexities of Gathering Customer Feedback
The most intuitive way to collect customer feedback is by directly asking questions about your brand’s performance. The second most common method is to ask customers to fill out a survey. Relatively new customer feedback gathering tools include checking forums and creating a ticket system. However, these methods, by their nature, focus on the extremes: frustrations, satisfactions, or extremely neutral responses. As consumers often feel like they are being tested during conventional feedback collection methods, they tend to complete them quickly. Additionally, with the intention of providing feedback, important details may get lost in translation.
What is the Unconventional Method of Gathering User Feedbacks?
Modern problems demand modern solutions. The conventional ways are not competent enough the grasp the customer needs and insights. As the customers are more careful and picky while choosing you and your competitors, brands have to appeal to more sophisticated solutions. To be able to present a better customer experience, brands should seek a better way to collect feedbacks.
At this stage, we can exemplify the unconventional way to gather consumer feedbacks with Ekotify. As Ekotify integrates with your cloud PBX, businesses do not need to conduct a process solely to gather feedback. Ekotify listens to your custumer analysis the conversation with AI. As a result, managers can have a detailed reports regarding
- Who are the customers,
- what do they want,
- what do they expect from the brand,
- on what scale does the brand make them happy or unhappy,
- what do customers expect from the brand,
- what do they say about the competitors,
- and which product launches can make them more attached to the brand?
So, brands can learn about their customers and their thoughts regarding the brand without the distortion of;
- time-consuming surveys,
- additional homework assignments to customers,
- skipped evalutaion sesssions,
- superficial feedbacks,
- assesment only focused on custumer satisfaction.
From Feedback to Conversion: What’s Next After Ekotify?
One of the feature of Ekotify is to gather feedbacks from the customers. What’s next? We have mentioned that customer satisfaction has an impact on revenue, but the pathway is longer than you might think. To convert feedbacks to growth, you can find the map you need on Ekotify.
Keep Your Communication Channels Flawless
Communication channels are at the heart of the business. In line with this, Ekotify places your communication process success at the core of the report. First of all, to gather feedback, your communication channels have to work flawlessly. Secondly, flawless communication channels are directly related to your customer experience. However, a flawless communication channel does not necessarily mean the tools themselves. To eliminate problems, you should listen to Ekotify reports. Ekotify pinpoints the glitches and the related emotions that customers reflect. Fix them, and make your customers smile.
Keep Your Sales and Support Departments Agile and Resilient
Additionally, Ekotify reports provide the utmost guidance to your sales and customer support departments. They reveal the efficiency of the teams and offer insights to keep performance at its peak. Therefore, the feedback and Ekotify reports have a lot to tell about your communication methods and agents. Then, it is only a matter of decision to change and grow.
Right Product, On the Right Time to Launch
The supply supervenes on the demand. We have already discussed that the key to growth is customer feedback. So, if you want to expand more than ever and keep your customers loyal, you should be more courageous about launching new products. However, launching a product bears risks and the possibility of failure. But not anymore. Ekotify indicates what the market and your customers need. So, during the product development process, you can rely on the buyers’ eagerness, as they have already given feedback. Ekotify provides you with detailed reports on what customers need and which products they want to utilize. Therefore, the product development process carries less risk than ever.
In Conclusion;
Ekotify collects customer feedback with contemporary methods and analyzes it with AI.
Ekotify provides detailed reports about customer profiles and more.
Customer feedback includes every hint that businesses can benefit from to grow.