Product feedback is the information that your customers give to rate their experience with your product or service. Product feedback has many benefits to your organization as it can help your product team, customer support team, customer success team, and marketing team know where there’s a need for improvement.
You don’t have to keep guessing what your customers need. Rather, you can get that sort of information directly from them. As a product manager, you should look into using an intelligent system tracking software feature requests that will help you inform customers of the state of their product feature request, produce a product changelog automatically, and prioritize features that’ll be part of your product roadmap.
Collecting feedback from your customers helps you gain customer loyalty. Your customers will perceive that you care about them if you ask about their experience with your product or service. Keep reading to learn some strategies for collecting product feedback and how to manage it.
1.Use Long Form-Based Surveys
This is probably the most used method of getting customer feedback, and the surveys are often sent via email. Ensure that your questions aren’t too many to the extent of boring your respondents. A few questions would suffice since your respondents can take their time in answering each one. On the other hand, if there a lot of items to get to, the respondents will naturally spend less time thinking about and answering them, so the feedback you’ll get may not be comprehensive enough.
Only ask the questions that satisfy your end goal and serve a precise purpose. Using open-ended questions is advisable because you get to know the heart of your customers as opposed to multiple-choice questions that would only limit them. The best time to use open-ended questions is when you want detailed input from your customers.
2.Provide Live Chat Support
Live chats are ideal if you have an online business or an e-commerce website. Your customers can use live chats to seek help for various issues. For example, they can’t find the items they’re looking for, or they have queries about payment, availability of products, and shipping. You can also use a live chat to better understand the needs and challenges of your customers. Moreover, you can analyze the feedback you receive to check for any recurring issues and come up with long-term solutions.
You can automate the live chat to pop up when customers visit your website. This will encourage more of your visitors to use the feature.
3.Call Your Customers
If you have the contact details of your customers, calling them is a personalized way to get product feedback. Your customer service team should be proactive as you can get the best responses this way. You can gauge the level of customer satisfaction from someone’s tone. The intention of the caller should be to help with inquiries and issues, not to make sales. If you carry out this process well, your customers will feel valued and you can establish customer loyalty.
It’s important to know the right time to make phone calls. It’s recommended to do so between 8 AM and 9 AM and also between 4 PM and 5 PM. Avoid calling at lunchtime between 1 PM and 2 PM.
4.Monitor Social Channels
Social media platforms like Twitter, Facebook, and LinkedIn are good avenues for customer feedback. You can use social listening tools and resources to respond to and monitor feedback. You also have the option of hiring professionals from a third-party company to do the job for you.
5.Set Up A Suggestion Board
Suggestion boards help your customers share ideas not only with your company but also with fellow customers. With a suggestion board, you can develop feedback comments that other customers can contribute to. Posts with a large number of suggestions can help you know what your customers need.
One of your customers may bring up an idea or suggestion that others haven’t thought of. If it eventually becomes popular with your other customers, this will help you make the necessary changes to your products.
Ensure that your board is simple and convenient to use. Categorize posts in a way that you can see the most popular ideas. Having a search feature would also be an added benefit. Keep in mind that getting quantifiable feedback will take time since you have to allow your customers to leave enough comments.
Ways To Manage Feedback
- Transform qualitative response into quantitative data.
- Relate feedback to demographic and behavioral customer data.
- Visualize the data properly.
- Be consistent and thorough with feedback analysis over time.
To keep the needs of your customers at the forefront of your business priorities, you need to be fully aware of them. To accomplish that, you should collect product feedback and then use it appropriately to deliver what your customers are looking for. Leverage email surveys, automate live chats, monitor comments on social media, and have a suggestion board for collaborative feedback. Employing these tips will help you take your business and offerings to the next level.