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The client'due south perception is your reality. — Kate Zabriskie

This holds true for customer support besides. If you need to know whether something you lot're doing is right or wrong, there's no better source of truth than your customers.

Customer feedback is the cornerstone of improving the support provided (and the product you're edifice simply more of that in another mail).

Let me first with a quick recollection of what happened when our support team was trying to assemble feedback about our customers' support experience. We had some insights to ameliorate metrics like productivity, SLAs etc. However, it wasn't enough to answer the called-for question – are our customers happy with the support experience we're providing? We needed to hear from them to know what we were doing well and what needed to be improved.

Client feedback is crucial to delivering better great support experiences.

How Did Nosotros Tackle Customer Feedback in the By?

In one case we helped a customer with an upshot, nosotros'd mark the ticket as 'resolved'. Correct later on that, we'd send out a follow-upwardly notification similar to the one in the below epitome.

Along with this, nosotros'd ship some other email containing a CSAT survey.

Though we were resolving over 170 tickets successfully each day back then, we weren't receiving plenty feedback to gauge our customers' support experience.

Only those customers who read both the emails (the follow-up and the CSAT survey), took the time to provide feedback. This was just x% of the customers who reached out to us every day. It wasn't plenty for united states of america to work with. And then information technology got the states thinking and we brainstormed on what we can exercise to make more than customers share their experience with usa.

We had an option of sending the email with the CSAT survey subsequently. Simply we didn't think it was fair to bog customers down with follow-up emails after their issues were resolved. Plus, it was quite natural that the email would get lost in their inboxes. Likewise, recalling the details of the back up experience long after the effect was resolved wouldn't be easy for customers. And so, we ruled this option out.

Then nosotros began including the link to the CSAT survey at the end of the conversation. When we were sure that the issue has been resolved, we attached the survey in our message to customers.

Hither'southward what our bulletin looked like –

Guess what? It worked! We got more feedback from customers. It too reduced the number of follow upward emails we were sending them.

Now that a huge office of the problem was sorted, we moved on to solve the remainder.

At Freshdesk, we provide client back up on different channels. Which meant customers reached out to united states through – email, chat, and phone etc.

When customers emailed the states, we added the CSAT survey in our email conversation. With chat, customers have an option to provide existent-time feedback afterward an effect has been marked equally resolved. But it wasn't that easy when customers got on a call with u.s. to resolve an issue.

How practice you lot enquire the customer to provide feedback at the end of the call? And how do you record the data provided?

After some brainstorming, nosotros realized the best option would be to send out an email to the client with a CSAT survey, right afterward the telephone call. (Thanks to our phone channel being integrated with Freshdesk , nosotros were able to find the customer's email address and send out the CSAT right abroad.)

From this feel, nosotros gathered iii takeaways that will help your support team finer collect feedback from your customers. Here they are:

1. Know-why Before the Know-how

Without a clear idea virtually what you lot're going to practice with the feedback nerveless, your attempt at getting feedback might plough futile. Every bit footstep i, ready your goal and and then progress to build an action plan.

Let'due south say, your objective is to examine the effectiveness of the grooming given to new agents. One time you've got this figured out, all you have to do is frame questions that examine the knowledge of the agents and send them to your customers. This makes it easy to analyze the feedback and draw conclusions on the training.

Once the goal has been set, framing questions, using the right arroyo amongst other things that fulfill your goal, becomes piece of cake. So, before you spearhead into framing questions, jot down the objective of collecting feedback.

By setting the goal ahead of anything else, you're zeroing out the confusion for both, your support team and your customers.

2. Get the Timing Correct

Imagine this: you board a three-hour long flight and a few minutes into the takeoff, a member from the cabin crew hands over a feedback form for you to fill.

Way to jump the gun, right?

Any passenger in the aforementioned spot would feel quite bad-mannered and probably refuse to provide feedback right away.

You lot tin can't look customers to provide feedback before helping them first. This might even put your customers off the edge. To successfully collect feedback, you need to get the timing right.

Therefore, decide on when your agents should send feedback forms to your customers.

Is it subsequently a ticket has been marked every bit resolved? Or only after it'southward been closed?

Accurate feedback can exist gathered while the back up experience is still fresh in your customers' minds. So, fourth dimension the job of sending a feedback form before long after you resolve a client'south issue. Remember, the rule of thumb is to collect feedback just later on a customer'southward issue has been fixed.

3. Spell the Importance

When a customer knows that the feedback they're giving is going to be put to productive use, they'd exist happy to give it.

Then, while collecting feedback, brand your customers empathize that their contribution is valuable to your business.

You tin go this across past tailoring your message according to the state of affairs.

For example, after you've demoed a feature to a client, say –

Hey there, thanks for getting on a call with u.s.a.. I hope this feature meets your requirement.  Since this is the first time you're using the characteristic, you might face some roadblocks. Feel free to reach out to me. Nosotros'll work information technology out.

I will at present mark this ticket as resolved. I've added a CSAT survey below for you to rate the support experience. You tin employ the dialogue box to let united states of america know what you lot call up needs to change: regarding the feature, the demo etc. Information technology'south a relatively new feature and we could utilize your feedback on it.

Thanks

As opposed to sending a generic message –

Hey there, thank you for getting on a telephone call with usa. I will at present marker this ticket equally resolved. I've added a CSAT survey below where y'all tin written report the back up feel. You can use the dialogue box to write additional comments if yous'd similar. Thanks.

Remember, it is important to run across as genuine, not pushy.

Bonus: Brand a Listing of Approaches

Different instances call for unlike approaches to collecting feedback. Getting the correct approach is of import. When the reason stated for collecting feedback and the method used to collect feedback don't lucifer, y'all might exit your customers puzzled. In general, this might result in fewer customers providing authentic feedback or worse refusing to give feedback at all.

To requite you a meliorate idea on how to go about this, in this section, I've listed a few instances forth with an approach that is advisable.

Goal: Collect feedback to know if customers are happy with your team's get-go response time.

Approach: A yeah-or-no question or a poll

In this case, a simple close-concluded question will suffice.

Goal: Collect feedback on the support provided to run into how well each agent in the team is performing.

Approach: A satisfaction rating

To approximate how your support agents are doing, setting a survey rating with a scale will piece of work well. Or you tin can also try the following setup:

When at that place's a poor rating from a customer, understanding what made them unhappy gives you actionable input. To go detailed feedback on poor ratings, trigger a grade with a few questions when a customer chooses an undesirable choice.

For case, in the to a higher place image, when a customer rates the support experience as "non good", then prepare a dialogue box and so they can mention the reason behind their rating. Similar this:

Goal: Collect feedback to understand how likely customers are to recommend your brand to others.

Arroyo: Internet Promoter Score

When the need of the hour is to notice out how many of your customers will be advocates of your brand, use the NPS system to derive the answer. This is how the scale works:

– Detractors (0-6): customers who aren't too happy with your brand

– Passives (seven-8): happy customers but aren't loyalists

– Promoters (ix-10): customers who are extremely happy with your make and are loyal

Conclusion

Be it setting a goal or deciding the right time, there's a lot of thought that needs to become into the procedure of collecting feedback. It might take y'all a while or you might smash it from the get-go, but once you get this right, you're sorted. The next step is to effectively use the feedback gathered from your customers to get your service kicking.

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Source: https://freshdesk.com/customer-support/getting-customer-feedback-after-resolution-blog/

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