With the expanding access to online services, websites and apps have advanced over the past few years. Organizations and individuals realise that without research decisions cannot be made.
“The customer experience is the next competitive battleground” Jerry Gregoire
The importance of aligning business goals with customer needs has become the key to success. By getting feedback from your users and analysing their behaviour, you can make responsible data-driven decisions.
With that in mind, here are five reasons why customer experience is essential and should be made precedence within your business:
- Improves customer satisfaction
- Helps to develop a product or service
- Creates a competitive advantage
- Helps to improve customer retention
- Delivers tangible data that can be used to make solid business decisions
Over the coming years, it will be the companies that can execute the best customer experience that will increase revenue. Those who can influence technology to engage customers and build experiences that exceed expectations will be the ones who see their business grow.
The web has an array of online tools that will help you achieve these goals. We have listed the top 11 tools for gathering feedback.
GetSatisfaction is a cloud-based business application that enables you to embed tools designed to gather customer feedback and build online communities. It offers an easy and effective way of collecting customer behaviours without the complex analytics programming.
Invite your customers to communicate with you at the precise time and format which is related to their journey, touch points and actions.
If you’re a large organisation looking for a powerful tool that makes gathering and analysing feedback easy and efficient? Kampyle may be the tool for you.
UserVoice show dedication to applying customer feedback into actionable data to drive roadmap decisions.
You can say goodbye to spreadsheets. Organize and manage customer feedback efficiently, quickly identify what your users want, and take action. It is straightforward to use and if in doubt their support is always available.
Based on years of research, key findings and optimisations Qualaroo can capture why decisions happen– as they happen.
“Good companies know what customers are doing. Great companies know why”
You can request and analyse real-time feedback, inside your app or website. Qualaroo allows you to engage with users by adapting what steps they have taken, deliver customised content and target users based on how they landed on your website.
Typeform is built to help small businesses gather essential information from its audiences. The platform is a drag-and-drop format that is extremely quick and easy to learn.
It is a hassle-free tool that combines survey-design features and best practices for question building. You can also create customised forms that are simple, user-friendly and responsive.
We use TypeForm for our customer feedback
Polldaddy allows the user to embed single-question polls and surveys on a website, email, social post.
Polldaddy pricing is higher than most. However, they offer an iPad app that allows the user to create customised surveys and respond on the go. The user interface is easy to navigate, and you can filter and report data using Polldaddy’s native tools.
Hotjar is a fantastic tool; it gives you the real picture of the performance of your website and also collects feedback from customers through forms and surveys.
Hotjar allows you to analyse where users are clicking, spending the most time and interacting with your website. It is used by some of the most significant names in business today because you can observe how visitors are behaving and discover the strengths/weaknesses of your website.
SurveyGizmo is an enterprise–level data collection platform that empowers businesses to make smarter decisions through gathering data.
By combining flexible, intuitive software with a friendly, easily managed user interface, SurveyGizmo is an excellent tool for creating and conducting surveys, polls, quizzes, and questionnaires.
SurveyGizmo also allows integration into other digital and social media platforms to help reach a wider audience and collect a more significant amount of data.
SurveyMonkey is a cloud-based tool that helps users quickly create, send and analyse surveys.
Unlike other tools, SurveyMonkey supports multiple question types including video, ratings, A/B testing, ranking questions and many more. Alongside that, they use order randomisation on subjects to help to reduce data bias.
SurveyMonkey allows users to personalise experiences with advanced survey logic and customise their surveys by adding logos, themes and brand colours.
Within UX emotions and behaviours are vital to creating a great user experience. Emolytics take a different approach and measure customer experience through the form of emotion and help businesses make informed decisions that impact results.
Emolytics capture and analyse different areas of the customer experience through multiple channels such as websites, emails, invoices, ads, events, and POS.
They drive both quantitative and qualitative data by identifying the reasons behind people’s experiences on your website.
LiveChat is an application that allows you to communicate with your customers who are active on your website. LiveChat fills in for phone calls and emails, which tend to be slow.
This tool is perfect for quick feedback and customer support. You can send unique greetings and receive reports that will assist your day-to-day business activities.
LiveChat brings a personal touch to online communication and feedback which your users can interact with in real-time.