Outsource Consultants' Blog

5 Ways To Gain Valuable Customer Feedback

call center agents

If you’re looking to learn more about your customers, a recent article by Nancy Porte has you covered. While traditional customer surveys may still be useful and can provide a great start to developing a company’s customer experience program, Porte points out that people are gradually becoming less likely to respond to them. In addition, surveys only give companies a high level overview of how customers view your company; they don’t give you too much detail. Porte gives the following five methods to learn more from your customers.

1) Go One-On-One

When you receive your survey feedback, it can be a challenge to understand why a specific group of customers weren’t happy with your company. Porte recommends holding focus groups with these participants to learn exactly what is making them unhappy with your company and how you can fix it. 

2) Leverage Speech Analytics For In-The-Moment Responses

Instead of waiting for survey responses to learn about your company’s customer experience, you can utilize speech analytics tools to hear agent/customer interactions as they’re happening to determine what is being said that makes them happy and unhappy.

3) Take Advantage Of Customer Initiated Digital Feedback

Some customers are more likely to responded to a small comment section on a website than they are to fill out a big survey. Utilize these less intrusive feedback options to make it easier to gather more customer input. 

4) Use Online Communities As A Listening Tool

Whether it’s social media channels, message boards, or other online communities, these options can be a great way to communicate with customers directly and continuously in a more conversational tone. In addition to providing an open dialogue with your customers, online communities also enable them to discuss with and help each other. 

5) Text Analytics Can Help Make Sense Of It All

With the variety of digital communication channels that companies use for their customer experience, it can be a challenge to stay organized. Porte recommends using a text analytics system to categorize all digital comments and inquiries to make it easier for agents to respond in a timely manner and for customer experience teams to keep track of data when doing research and working on their customer experience programs.

This blog post is based on an article from CustomerThink. To read the original article, please click the link below: 

Beyond Surveys: 5 Methods to Learn More About Your Customers – Nancy Porte

 

Screen_Shot_2015-01-20_at_2.12.35_PM

If you're interested in outsourcing with a call center, we can help at no charge!

Outsource Consultants are call center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading call centers. Let us help you find the call center that best fits your requirements.

 Learn More

Get a Free Call Center Cost Proposal!

Phone: 888-766-4482
Email: ckotlarz@Outsource-Consultants.com

FOLLOW US for relevant and up to date information regarding the call center industry.

  • Outsource Consultants, LLC Google+
  • Outsource Consultants, LLC Twitter
  • Outsource Consultants, LLC LinkedIn
  • Outsource Consultants, LLC Blog RSS Feed
  • Outsource Consultants, LLC Facebook
  • Outsource Consultants, LLC Manta

Download Our Guide to Help You Find the Best Fit Outsource Call Center Partner!

RFP_Template_Book_cover

Download Now

Download Our Top 10 Checklist: Key Areas to Consider when Selecting An Outsource Call Center Partner!

Top_10_Checklist_Book_cover


 
Download White Paper
 

Newsletter

Recent Articles

Categories