The way you manage customer feedback increases customer satisfaction and experience. There are overwhelming choices,you are the one who can choose the perfect tool for your organization.
Company and marketing size:
The principal thing you need to check while choosing a feedback tool is the extent of your organization and market estimate. When you are a start-up or have quite recently begun scaling your business, you can utilize devoted email address or websites to get feedback which can later be used for improvisation.
When you begin enhancing your market reach, you can move to different feedback receiving ideas. You can use google forms, sheets, you can create polls, Surveys with scales, numbers to rate your customer experience, content boxes in your product page so you can get feedback proficiently. When managing feedback becomes tough manually then it is time to move on for a feedback management tool.
You can discover companies similar to you, find about their feedback management tool, if you find it to be reasonable for your company then you can use the same feedback tool or improvise and use it for your company. You can also research and analyze the reviews of existing feedback tools then come to a conclusion of making a decision.
Support team and Managers:
Before choosing a feedback tool, discuss with your support team. When you discuss with your support team, you become more acquainted with the challenges of their entire procedure required with feedback management, starting from receiving, organizing, creating product roadmap to delivering it to the development team.
Organize their feature requests and look for a feedback tool which will cover all their feature demands.
As managers are engaged with a lot of work to do, choose a feedback tool that saves time for them by giving only the valuable insights and precise information so that they find it easy to work and develop on those insights without spending long hours analyzing and discovering valuable insights.
For this, you can use metrics. The feedback tool should calculate the score for each parameter from the collection of customer feedback received and easily find which parameter requires development and start working on it.
Choose a feedback tool that is a perfect fit for your organization needs, while some organizations need more user engagement, another might need specialized feedback platform for bugs, grievances, etc separately. The feedback tool that you choose your product should add value by optimizing the time and efficiency of the feedback management process. When there are fewer data to collect and manage, the performance of the tool will be good, but the real challenge or efficiency comes when there is a huge amount of data to manage.
So, the next thing to add in the checklist is scalability of feedback tool. Choose a feedback tool who’s speed doesn’t decrease in spite of feeding it with a huge volume of data. As working on feedback promptly is crucial so that it doesn’t get piled up and create a feeling of ignorance for your customers, time optimization is vital for delivering high-performance efficiency.
The speed of the feedback tool includes how fast it operates when it manages, classifies, organizes, retrieves and prioritizes feedback data according to the requirements. If your company is large, it becomes complicated to work manually. Companies like these rely completely on automation. So be cautious and select the feedback tool with the best automation speed and performance.
Another important factor to be considered while buying a new feedback tool is the budget. Find a worthy product for the money you spend and to effectively hear the voice of the customer. Try bootstrapped products if your budget is tight. You can also use light-weight tools. Once you grow, these light-weight tools will not be that efficient. You need to move for reliable products suitable for your company.
Some feedback tools have the free trial option. You can use tools like this so that you can get a clarity of how the tool really works and then you can invest in it wholeheartedly. You need to check for the operating system and other resources required to run the feedback management tool and add additional resources required to the budget estimate.
These are the four important principles you need to consider before choosing a feedback tool for your company. If you feel I have forgotten to address any other important factor to be considered then please let us know about them in the comment section.