- Automated Phone Calls - Did you know 73% of people shared customer experience analysis as the most impactful use of voice technology according to Deepgram & Opus Research. The use of automated calls has grown exponentially in recent years for a variety of uses including customer research because its benefits are multifold. It's cost-efficient, helps to accelerate response rates, and can avoid email-spam filters, all-in-all it is a super fast and efficient solution that is best used for structured, solicited surveys.
On-time automated calling solutions help you to record data in a single platform in real time. Additionally, you can use it as a standalone platform or connect with your CRM with simple API integrators for triggering automated communications based on the action of the contact. On-time also helps you to complement calls with SMS messages for informing customers prior to or post the call.
Check out our Call Automation solutions page for additional info.
- CRM - A good place to gather demographic and historical customer data is in-house CRM. CRM gives a broad overview of customer actions in the past. Although using and analysing CRM data needs an upfront time investment, but should be used and practiced regularly. Especially because it helps to train customer support teams to better handle customer issues and enhance the service.
This is validated by the Harvard Business Review Analytic Services Survey which stated that 58% of enterprises saw a significant increase in customer retention and loyalty as a result of using CRM customer analytics.
- Emails - Customer feedback collection through email is a popular channel because it requires minimum effort and has a low intrusion barrier in reaching customers. However, the response rates of email surveys are typically the lowest. Email surveys may include online feedback forms. Tools like SurveyMonkey, and Typeform help to build these surveys conveniently. However, one of the biggest challenges is designing an online survey that guarantees the best results/response rates.
TIP: Try to avoid the word ‘survey’ and ‘feedback’ in your email subjects to ensure better open rates.
Check out our blog for quick tips on how to design a call survey questionnaire. You may also consider On-time multi-channel communications solutions including calls, SMS, and emails to collect VOC data.
- Brand Website - Your website can help you capture the voice of customer feedback data fast and conveniently with the help of live chat or gamified surveys. Live chats are not only popular tools for customer service but they can help to secure feedback and behavioural data, as revealed in the Zoho study which stated 43% of companies got a better understanding of their customers within a year of using live chat. When connected to your CRM, live chat also helps to populate CRM data.
- Social Media - It goes without saying that social media is one of the most popular channels to gather customer feedback and reviews, especially for B2C industry because it allows you have direct, real-time conversations. This channel can be categorised as a true form of listening program for VOC. You just need to have an active process to follow trends, track and gather this information from review sites, community groups or social networking platforms. Although, it is hard to translate them into hard data one should not miss out on capturing unfiltered customer feedback.
Its evident that omni-channel communications is the way to go for collecting Voice of the Customer. A single-channel approach cannot help you fulfill your desired goals when it comes to gathering customer feedback or reviews. A combination of digital channels and human interaction is ideal for collecting and putting the best insights into action.
If you aiming to learn more about your customer experience, intent and effort across various touch points you should initiate omni-channel feedback collection practices. However, it must be remembered that collection is first step towards driving a positive change for improving customer satisfaction and brand loyalty.
What sets businesses apart from others is tapping into the right metrics, analysing and converting it into actionable insights with a cross-functional approach, that benefits all the teams.