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You’re struggling to keep up with customer feedback. How can you use software to stay on top of it?

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Customer feedback is essential for any business that wants to grow and improve its products or services. But as your customer base expands, it can be hard to keep up with all the comments, reviews, suggestions, and complaints that you receive. How can you use software to stay on top of it? In this article, we'll show you some ways to use software to collect, organize, analyze, and respond to customer feedback effectively.

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Candace B.

Executive Leader|Grant Writer|Strategist|Innovator|Community Advocate and Collaborator

1 Choose the right software

When selecting the right software for your needs, there are several features to consider. Integration with existing platforms, like your website, social media, email, or CRM, is essential. Additionally, you should be able to customize feedback forms, surveys, or polls to send to customers. Segmenting customers based on criteria such as demographics, behavior, or satisfaction level is also a must-have feature. Finally, the software should be able to generate reports and insights from the feedback data, allowing you to identify trends, patterns, or gaps.

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Debra J. B.

Connecting faith-based nonprofit leaders, Founder/CEO the NICENetwork; author; inspirational speaker
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HubSpot’s customer platform is made up of six core products for marketing, sales, customer service, content management, operations, and commerce. Each product in the platform is connected to the same underlying CRM database. They work with nonprofits too.

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2 Collect feedback regularly

The second step is to collect feedback regularly from your customers. Rather than waiting for them to reach out, proactively ask for their opinions and suggestions. You can use software to automate this process, such as sending feedback requests after a purchase or service, periodic surveys or polls to measure customer satisfaction, follow-up emails or messages to thank customers for their feedback, and offering incentives or rewards like discounts, coupons, or freebies. Doing so will help you stay connected with your customers and gain valuable insights into their experience.

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Candace B.

Executive Leader|Grant Writer|Strategist|Innovator|Community Advocate and Collaborator
(已编辑)
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Surveys are nice, but they can also be overwhelming. Figure out the top three things that are most important to understand about a customer’s experience. Such as: 1. Would you use our service again? 2. Would you recommend us to a family member or friend? 3. Think about the way you were treated, tell me what stood out the most to you about our staff? Keep it simple and you will have a bigger sample of people responding. Close out every service with the same three questions.

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3 Organize feedback efficiently

The third step is to efficiently organize feedback so that it can be easily accessed and managed, rather than letting it pile up in your inbox. Software can help with this task, such as by creating categories or tags for different types of feedback and assigning priorities or statuses for different feedback items. Additionally, workflows or tasks can be created for different feedback actions, such as replying, escalating, or delegating; implementing, testing, or launching; etc.

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Prateep Chakraborty

Chief Operating Officer at HelpAge India
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There is a need to map the customer to the feedback that she has generated after product use. Any email conversations over a period of time need to be mapped to the customer to generate a customer feedback journey.

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4 Analyze feedback intelligently

The fourth step is to analyze feedback intelligently so that you can understand what your customers want and need. Instead of relying on your gut feeling, use data and metrics to guide your decisions. Software such as text analysis, sentiment analysis, data visualization, dashboard tools, statistical or predictive analysis, benchmarking, and comparison tools can help you in this step. For example, text analysis can identify the tone, emotion, or sentiment of the feedback; data visualization and dashboard tools can display the feedback data in charts, graphs, or tables; statistical or predictive analysis can uncover correlations, causations, or patterns; and benchmarking or comparison tools can compare your feedback data with competitors', industry standards, or best practices.

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5 Respond to feedback appropriately

The fifth step is to respond to feedback appropriately, showing customers that you care and value their input. Acknowledging and addressing feedback is essential, and software can help facilitate this step. For example, you can use templates or scripts to craft personalized and professional responses, automation or scheduling tools to send timely and consistent responses, feedback management or CRM tools to track and monitor the feedback history of each customer, and feedback loop or follow-up tools to solicit more feedback or confirm the resolution of the feedback issue.

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Michelle LeNore W., MBA

Corporate Strategy & Revenue Operational Growth Executive | Driving Scalable Business Solutions & Market Expansion
(已编辑)
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Having a system in place with the right messaging is very important. In this digital age there is messaging that may be to generic which can create a feel of insincerity. Really reviewing the data of concerns then responding to a few of them with a viable solution helps that continued connection with your client. The client needs to know that you are the solution to their problem or least working on it.

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6 Improve your business continuously

The sixth and final step is to improve your business continuously based on the feedback that you receive. You should not treat feedback as a one-time event, but as an ongoing opportunity to learn and grow. To support this step, you can use project management or collaboration tools to plan and execute the changes or improvements you want to make, testing or evaluation tools to measure and validate the impact or outcome of your changes, communication or marketing tools to inform and engage your customers, and feedback software to collect more feedback and repeat the cycle.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Scott McLeod

Transformational Civic Engagement Leader Turning Concepts into Successful Initiatives
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Feedback is a vital part of staying connected to the community and aware of their needs. However, garnering a high response rate is often tricky since you are competing with everything from the supermarket, pharmacy, retailers, etc.)...all asking questions. - Determine if you need software to ask questions, compile answers, and/or analyze results (do the research) - Prioritize the info needed on a scale of 1-10. - Identify your target audience and sample size - Create the right questions - Incorporate multiple touch points to gather feedback (use various formats -- surveys , polls, focus groups, key informant interviews, reviews etc.) - Create transparency and share findings - Develop data driven action points/strategies

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You’re struggling to keep up with customer feedback. How can you use software to stay on top of it?

1

2

3

4

5

6

7

1 Choose the right software

2 Collect feedback regularly

3 Organize feedback efficiently

4 Analyze feedback intelligently

5 Respond to feedback appropriately

6 Improve your business continuously

7 Here’s what else to consider

Community Outreach

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You’re struggling to keep up with customer feedback. How can you use software to stay on top of it?

1

2

3

4

5

6

7

1 Choose the right software

2 Collect feedback regularly

3 Organize feedback efficiently

4 Analyze feedback intelligently

5 Respond to feedback appropriately

6 Improve your business continuously

7 Here’s what else to consider

Community Outreach

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感谢您的反馈

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