Benefits of Using Omnichannel Survey Software
Jun 21, 2021
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iCrowdMarketing
Customer Service has evolved from how it was a decade ago. One can not only call or email but also tweet, chat, text, etc. to ask customer service for help. And, this has been made possible with the introduction of Omnichannel Service.Omnichannel Service offers a unified and seamless experience to your customers across multiple channels. The customers can use any device and any communication channel to reach out to the company.
Omnichannel Service, thus, can also be adopted to conduct surveys and collect customer feedback. Omnichannel Survey Software offers you multiple ways to reach your respondents. All the channels are a part of the centralized Survey Software thus, saving all the collected data at a central location.
Now let’s note some more benefits you can gain by using Omnichannel Survey Software.
Convenience
Omnichannel Survey Software provides a coherent customer experience. No matter what device the customer chooses to respond to the survey all the data is collected in a centralized system.
Also, the respondent doesn’t have to switch devices to take the survey. You can send them surveys over SMS, or emails, or you can upload surveys on social media accounts. Respondents can answer the questions in any channel. Giving the customers an easy path to share their voice boosts customer feedback.
Customizable
Omnichannel Survey Software supports features that help you in making your survey relevant. It ensures that you only ask questions that are useful. You can use different question patterns (NPS, Open or close-ended, multiple-choice) to make your survey engaging.
You can decide when who and how to ask your customers for their feedback.
Easy Integration with CRM
Customer Surveys can help you obtain more details about your potential customers. You can understand their purchase habits, attitude towards certain services, etc. which can be beneficial for the company.
Integrating an Omnichannel Survey Software with your CRM can help you collect that data into your system. This way, your employees can provide more personalized service to the customers.
An Omnichannel Survey Software can help you personalize an email that is sent to the customer automatically at the end of a phone call or email support. Getting a response from customers, right after their query was resolved can help you capture feedback in time. If you send them surveys about service quality a day or a week late, they are less likely to respond.
Using survey software that helps you send a survey email automatically after a phone or email interaction can help you receive honest opinions.
Your customers are more likely to use live chat to ask for help with small issues. The conversation in a live chat can get confusing, making it difficult for you to analyze quality.
You can use Survey Software that supports a customer satisfaction survey in the chat feature. You can use this survey to collect real-time customer reviews on service quality right after their issue is resolved.
Using a customer satisfaction survey in the same chat window at the end can also increase response rate and improve customer experience.
The most beneficial point of using Omnichannel Survey Software is that you can use any channel to communicate with your target market. Social Media, like Twitter or Facebook, are most popular among customers. It makes the interaction more human and fun.
You can create a poll or survey on the same social media platform. This makes it convenient for the customers and increases the response rate because they don’t have to switch channels. You can add one or two questions. When you are helping a customer over a public post or direct message you can attach a link to the survey.
Mobile-Friendly Service
People have more expectations if you also offer mobile services. Certain Survey Software offers features like click-to-call, video chat, etc. This makes your customer service more customer-centric.
This generation mostly uses mobile phones to do every small and big task. This makes collecting customer feedback through mobile apps even more important. Also increases the response rate. You can build an in-app survey through your Omnichannel Survey Software. This way you can track your mobile customer service and collect feedback.
Providing services across many channels is the essence of Omnichannel Survey Software. However, it is also important to monitor service and collect feedback across all the channels to ensure that you are providing a seamless customer experience. It can provide you with a broader picture of your service quality with the help of customer feedback.
Whether you use a single channel or multiple channels, Omnichannel Survey Software ensures that all the data you need can be accessed in your system.
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