How To Use Customer Feedback To Develop Better Product Development Strategies

We have heard time to time again “customer is the king” and that is rightfully so. Businesses create products/services for the customers to buy and businesses make profit off it while the customer savors whatever is that they purchased. There is an intangible hierarchy that’s present. 

Naturally when customers make a purchase they tend to develop a notion or an impression from the get go. Literally from the moment they land on the website to making the order and having a follow up about the order status. 

Customer feedback is like an influx of ideas for product development. When it comes to sustaining and growing your business, it’s highly crucial to listen to your customers because at the end of the day they are the ones who are keeping your business intact through sales. 

Ways To Incorporate Customer Feedback In Business-

• Proactive Solutions

Products aren’t invincible and they tend to break down, come in faulty and you can have options on your website for feedback. Let’s take Amazon for an example, manufacturers and businesses can go read the reviews and if any negative one comes up, they can jump in there and provide assistance. This goes a long way in building credibility and customer retention. 

• Innovation

Innovation is simply generating new ideas and when you take tons of customers’ two cents, you get an abundance of ideas in a pool which can be created into reports which can further act as a source of product generation. 

• Usage Of Feedback For Marketing

It is no brainer that customers check product reviews before pressing that add to cart button and the most splendid reviews yet genuine as credibility is paramount, can be used in marketing campaigns which puts a positive affirmation in leads’ minds that “yes this product seems good, tons of people have confirmed it”. 

How Businesses Can Collect Feedback-

• Surveys

Survey is one of the oldest and most used methods where you send customers a certain set of questions and depending on the format customers can respond accordingly.

• On Site Analytics 

This is an indirect way of collecting feedback. Companies can make reports and collect data regarding customers' behavior on the website. Supposing the amount of time spent on the website, product gaining highest/lowest sales, usage of live chat service etc. These analytics can further act as a guidance for future/present strategies. 

• Social Media

Social media platforms are an excellent way not just to promote the products but also to get feedback. Taking the simplest example of Instagram Stories, there’s options where you can conduct polls by asking questions with 2 options and the users just need to choose by one click and at the end of 24 hour maturity of the story you can see which option got more votes. 

• Widgets

Businesses can have widgets built on the website itself where customers can provide their insights instantly. 

How to create a customer feedback strategy-

It is important to have a certain direction on building a sound strategy revolving around how the feedback is to be collected and what is to be done with it.

• Qualitative vs Quantitative Feedback

The company needs to be set on what they are looking for. It can be either just a few people providing deep inputs or tons of people providing vague ones or it can be both hence it needs to be clear what they want out of the feedback.

• Social Media Analytics 

Regardless of what social media platform companies use to promote their product, every platform provides insights on the activity and also easy to track customer feedback options which come in handy.

• Regulating CSAT Score

CSAT stands for “Customer Satisfaction Score” and it’s a measurement of customers’ satisfaction. They can give insights on how they feel with just one click/interaction. It goes from “highly satisfied to highly unsatisfied”. 

• Categorizing The Feedback

Segmenting the feedback according to their nature and insights can help companies build clear cut strategies and product innovation. Customers are always speaking, companies need to liste, not just hear.

Why Customers’ Feedback Is Important-

• True Insights

Nobody other than customers can provide sincere inputs for the products because at the end of the day they got nothing to lose and if they are a long term customer they want the business to make sure the quality remains intact.

• Consistent Tab On Customer Satisfaction 

Collecting feedback on a consistent basis gives companies a clear idea on how they are doing and how they are customers’ are feeling about their products/services. 

• Room For Improvement

At the end of the day it’s the customers who use the product and they can provide the hands on opinion and that's a big plus for product development. The more feedback, the better and diverse opinions.

Analyzing and acting on customer feedback is paramount when it comes to customer retention and growth as it shows them companies are listening. Like said earlier, customers are always speaking, companies need to listen and act, not just hear.

 At KaptureCRM, we provide Customer/Management Support System through an Integrated Service Desk optimised for BFSI and also a platform which stays up to date and evolves with any policy changes. Furthermore, we have Kapture One Suite which is a CRM software 

consisting of “Contact Center”, “Live Chat”, “Field Force”, “Self Serve”, “KMS” & “LMS” and  Sales solution which helps in creating a precise system for tracking and converting leads. 

The Important Role Played By Machine Learning in Customer Support

There are frequently asked questions (FAQs) about how to improve customer services? How is that the customers need not wait in the long waiting queues for their questions to be answered? How can customers get their services 24/7? Well, the answer to these questions is Machine Learning. But how? Let's find out what is Machine Learning, it’s increasing role in Customer Service and the importance of Machine Learning in customer service.

Let’s first understand what is Machine Learning?

Well to define Machine Learning technically, it is the evaluation of the computer algorithms to find patterns from the huge data and anticipate the upcoming events. It is the subunit of Artificial Intelligence (AI). For instance, in the customer service industry Machine Learning can be used to assess the risks and customer’s behaviour by going through similar patterns and thereafter giving the response to the customers.

Let’s think of the simplest of the examples where Machine Learning is used, right from gaming industry or the sports activities such as a ludo game where you play with the computer to security and surveillance to automated vehicles introduced by Tesla, Nissan, Google and many other companies. Undoubtedly, the most popular, Netflix, that has used ML algorithms to self save your preferences of the videos with alike content. So, what if such assistance is given to your customers? Let’s discover the role of Machine Learning in customer experience.

Machine Learning and Customer Relationship Management (CRM):

We are informed that CRM is used by the firms to supervise and analyze their interactions with their customers. Beyond doubt, it helps maintain customers and solve their queries using the data analysis therefore establishing a good relationship with the customers. 

• But are we content? 

• Shouldn’t we accelerate the whole experience of customer service? 

• Shouldn’t the customers' queries be handled with the speed of light? 

We obviously would say a yes. 

So, here comes the power of Machine Learning in Customer Service with the CRM. Here is how Machine Learning is transforming customer support by advancing the CRM. Machine Learning automates CRM with its AI methods such as Natural Language Processing (NLP) for communicating with humans in their natural language. Consequently, it enhances customer retention and customer acquisition. 

There are a number of ways to intensify your customer service using Machine Learning and some of them have been listed below. Let us know these technologies to help you handle your customers successfully.

Technologies used via Machine Learning: 

Chatbot

There are times when you are out of hours even after wanting to integrate with your customers you are not able to, hence, you lose the chance to trade your products/services. So what could be the possible solution? Well, a chatbot is a quick fix. 

What is a chatbot?

It is a software application made with the help applications of Machine Learning to make a conversation in the natural language via text or text-to-speech between the humans and the machines to give programmed answers. It is an omnipresent channel that means you can converse with your customers through various channels such as Whatsapp, Facebook, Telegram, Instagram and many more, 

The Functioning of the Chatbot:

A chat interface is used to translate the inputs given by the customers into its programmed language and in turn, it gives the automatic answers. 

• In a simple language, Natural Language Processing (NLP) deals with recognizing and converting the human language into computer language.

• To know how Artificial Intelligence changed customer service via chatbots like Alexa, Siri and Kapture CRM visit http://www.kapturecrm.com/v1/. 

Customer Service with and without ChatBots:

Customer Service	In presence of ChatBots	In absence of ChatBots
Service	24/7 Customer service can be provided even after office hours.	Customer service cannot be provided even after office hours.
Issues Handling	Technical problems can be solved faster by visualizing the issues to the customers in real-time.	Real-time issues will take much more time to get solved.
Team productivity	Automatic replies to the repetitive questions will let the teamwork on more demanding issues.	The executive spends most of his time answering repetitive questions.

Artificial Intelligence Ticketing:

AI ticketing is evolving in the Customer Service Industry. Using Machine Learning automatic tickets (Customer’s queries, complaints etc.) are generated from various channels such as social media platforms or apps where the AI ticketing is integrated. 

• After receiving these tickets from these platforms the tickets are assigned to the support providing departments. Thus, the tickets reaching out to the assigned departments saves a lot of time and helps the customers effectively. 

• For instance, if there is a query about the status of the product/services to be received then this query will be automated to the query department, as a result, that department will work on that particular query and answer the customer immediately.

Benefits of Machine Learning in Customer Service:

 

Here is how Machine Learning has changed customer service.

24/7 Customer Support:

• Have you thought about what happens when you are not in the office and you might be getting queries from the customers? Your situation is such that you will be able to reply to customers only when you go back to the office the next day. Well, with Machine Learning in place this will not be the concern. 

• The chatbots, virtual assistance and automatic emails will be employed in your place and win over customers by replying in time.

                

Foster Team Efficiency: 

When most of your time is consumed replying to the repetitive queries of the customers then it surely decreases the efficiency of the team. Machine Learning with its virtual assistance handles such queries and you get time to handle other important complications.

 

Build Predictive Data Analytics: 

Data analysis is something that has been there for a long time now, where you can find out the patterns of the customer’s choices or obstacles using the past data. But now predictive data analytics has come up with Machine Learning CRM due to its accuracy in recognizing patterns and handling tremendous data. 

Recognize Customer’s Requirements: 

Machine Learning aids you to recognize the customer’s needs even without getting them connected over the call. You can keep an eye on your customers’ status, preferences and queries and can automatically activate the required support. It will allow you to not miss out on the customers and their needs. Also, you will be able to deal with future potential problems to be raised by the customers.

Respond Like the Wind: 

When the customers ask certain questions about the product or the service offered by your enterprise then swift responses are reached to the customers as the responses are automated. You can also schedule automated calls and meetings with the customers even before talking to them.

Boost Customer Retention and Acquisition:

The more the customer retention the more is the satisfaction of helping the customers efficiently. Customer retention means the customer will continue his interest in your services and this is enhanced using Machine Learning. And the customer acquisition will be gained by defining the sample customers who can be the potential customers using the data analytics with Machine Learning CRM.

Ending Remarks:

I would conclude by saying that Machine Learning is under rapid evolution and going to grow even bigger in the future. It is already present in different fields such as IT, finance, gaming, media, robotics, manufacturing. To experience how Machine Learning is transforming customer support in these sectors click on https://www.kapturecrm.com.

It helps the companies customize the customer’s requirements on a large scale. CRM with Machine Learning used by different sections of the organizations is already advantageous and the future is going to be dynamic with its fast decision making feature and handling the customers proactively. 

It is imperative to sustain high-speed processing systems which will carry out Machine Learning based algorithms with high precision leaving behind all the prejudices. 

         

5 Ways Through Which Self Service Portal Can Help You Increase Your Revenue

 

A “Self Service Portal” in layman’s terms allows customers to find information, solve queries and resolve their issues. 

Self Service Portals have become highly prominent in terms of customer support and management since the inception of the boom of online businesses and services. 

WAYS BUSINESSES CAN USE SELF SERVICE PORTALS TO BOOST THEIR REVENUE-

1. Reduced Cost of Ownership

Self-serve is a portal that extends as your brand identity and helps your customers help themselves. This enables customers to perform simple tasks on their own like scheduling product delivery, changing delivery slots, finding answers to frequently asked questions. This helps agents to focus on other tasks increasing CSAT score and save 15%-20% on time spent on tickets.

2. Convenience in re-purchase

Self Service Portals make it highly convenient and expeditious to make new orders almost in no time and customers adore saving time and quick services. They are not just likely to make new purchases but also come back so more customer retention leads to more revenue for the businesses. 

3. Agent Productivity

As the customers serve themselves with all the queries, it leaves agents with more time to analyse tickets and that produces more efficiency which furthermore leads to better service for the customers which puts the business in the best place to retain customers and make more money. 

4. Sales Engagement Options

When it comes to business to business or B2B selling, usually there is more complexity in the product so the platform helps in clarification and puts the deal in a better position to go through. 

5. Surge In Traffic

Customer support is one of the most crucial parts when it comes to building credibility as a satisfied customer is a happy one and word of mouth works like a charm. The more people that are coming to the website, the more potential sales one can make. 

BENEFITS OF SELF SERVICE PORTAL FOR YOUR BUSINESS

• Reduction in Ticket Volume

As most of the queries are answered via the portal itself, it reduces the amount of tickets going to the agents and it also decreases the time agents spend on easy or simpler tickets.

• Faster Service 

As the responses are automated, it takes no time to tell the customers what exactly they need to know and provide a seamless service. 

• Ability To Provide Visuals 

The platform provides businesses with the ability to provide visuals and audio with adequate information which on the contrary they would have to explain via an agent which eats up more time.

• Customer Retention 

The portal provides a magnificent platform for quick customer support and when the customers leave happy they tend to come back with even more people and that gives businesses more potential sales. 

As rightfully said, “what gets measured, gets managed” and that implies when building a sound strategy for a splendid customer support channel. Let’s look at how businesses can exactly do so. 

• Allows for 24/7 Service

It’s apparent customers don’t just shop during the typical hours and the portal allows businesses to set up a support system which works all the time which is a win win for both the parties. 

HOW TO BUILD A  SUCCESSFUL SELF SERVE STRATEGY 

 

• Technological Competency 

When you set up a platform for your customers to self-serve, you need to make sure the customers’ can easily access the service and that’s it’s really easy and not out of their competence to comprehend and moreover it’s efficient at the same time.

• Setting Clear Cut Goals

No matter what we do in life, we need a clear vision and not shoot in the dark we ought to achieve what we want and so is the case with setting up a self service portal too. You need to lay out optimal strategies for the end goal and make sure they are aligned since the inception of your customer support service. 

• Quality Triumphs

Whether it’s a product or a service, at the end of the day what makes customers make the purchase is the quality. You need to leave no stones unturned when it comes to setting your portal in a flawless fashion as the first impression is the last and customers are brutal when it comes to giving you a second shot. 

• Analysis Of The Response 

If the clear cut vision is crucial, so is the follow up. You need to constantly keep checking for bugs, record customers’ responses and constantly have the hunger to make the service better with time. 

To sum it up, self service portals are an amazing way to support your customers with all the queries and provide undeniably good service while keeping the efficiency and quality intact. 

At KaptureCRM, we provide Customer/Management Support System through an Integrated Service Desk optimised for BFSI and also a platform which stays up to date and evolves with any policy changes. Furthermore, we have Kapture One Suite which is a CRM software 

consisting of “Contact Center”, “Live Chat”, “Field Force”, “Self Serve”, “KMS” & “LMS” and  Sales solution which helps in creating a precise system for tracking and converting leads. 

What features and functions you should look for in a Help Desk Software?

The harsh reality in today's business organizations is that it takes months to find a customer and seconds to lose it. Your customers want quick answers to their questions when it's convenient for them. You should keep in mind that creating a good customer experience takes a lot of effort,dedication,co-ordination and commitment from the entire team and it does not happen overnight.

A help desk is a single point of contact for customers to get support. For that to be a success the businesses need to have the right help Desk Software Features for unforgettable support experience 

Working on the front lines of a support team is a huge responsibility and a very different role. This includes addressing many aspects of the customer experience, from customer interactions and query resolution to working with the product team on user feedback.

What is a remote help desk? 

A remote help desk, also known as a virtual help desk, is a support system of one or more agents who provide remote technical assistance to users or customers. Since remote help desks are virtual (phone or web-based), support agents can assist users regardless of physical location. 

Who needs a remote help desk?

Companies operating in complex industries such as IT security and networking, finance, healthcare, IT, and telecommunications should always have a help desk. However, regardless of the industry or size, any business can benefit from a remote technical support team. Creating a Remote Help Desk for your Business is very important during the coronavirus (COVID-19) outbreak since most workers and customers are working from home.

Key features to look for in Help Desk Ticketing software

 A good customer support system allows the company to achieve the common goal of a perfect customer experience and show the management that the ROI on their customer support was worth it. Thus, to improve the customer support interactions, these are the Key Features that your help desk software must include :-

• Omnichannel Support

Customers can opt for any communication medium – phone, email, social media, or online chat to seek support from your organization, a good customer support system is the one that supports omni channel communication.

• Ticketing system

An ideal customer support system can be defined as a solution that offers a perfect blend of customer interaction management along with customer ticket management. This also helps to establish clear accountability between front-end and back-end systems.

• Ticketing prioritization

An intelligent customer support system is capable of identifying which tickets are to be resolved first to deliver effective customer service. An effective ticket management system assigns tickets based on priority while  also taking availability of agents or their  level of expertise into account. 

These levels of priority help to eliminate task duplication. Likewise, ensuring each team member is held accountable for their individual roles and responsibilities.

• Mobile App

Mobile usage is on the upside track and the majority of customers are accessing your products and services via mobile. This implies that the customer queries coming in via mobile are likely to increase as well. Therefore brands need to ensure that their website responsiveness to customer queries should be implemented in the mobile platform as well.

• Internal Chat support

Internal chat option is a must-have feature for customer support software to help agents communicate with other agents. Also, allow supervisors to broadcast their message to the workforce. This feature can result in quick ticket resolution by getting assistance from subject matter experts within the team.

• Security

With all the private customer information stored in your help desk — along with a full team of people accessing it — security is essential. In many cases, your ticketing system will be passing client data back and forth. This data might contain passwords, names, addresses, financial information, and/or private health information. 

For this reason, you want to select a helpdesk software that provides airtight security in both environment and data transfer. Personal details should exist only on secure dedicated servers, and information passed along secure encrypted network connections.

 

• Personalization

Your customers don’t want to feel like just another support ticket number.In fact, their service expectations are higher than ever. Users expect your organization to know their individual preferences, previous purchase behavior. Even the context of all past interactions with your sales, marketing, and support department.

Building a successful and efficient customer service takes time and has its own unique challenges. But with the right planning and tools, you can build a service team which helps your customers and also helps the business to grow.

 

 

Here’s why using a CRM can streamline your enterprise’s ticketing procedure

As a part of systemizing your company’s customer support, a Customer relationship management (CRM) solution streamlines the ticketing process. You can easily track, access, and monitor a ticket at any point from its conception to resolution easily. As and when you respond to incoming tickets faster, customers’ satisfaction with your services also increases. But as an enterprise with a presence on multiple digital channels, how can you ensure your support team is attending to all tickets and solving all queries? This is where CRM comes in the picture.

                                                 TRY  Enterprise CRM SOFTWARE FOR FREE

Let us dig in and find how having an efficient platform like Kapture CRM in place can boost your ticketing process.

• Quicker ticket resolution: A CRM solution automates repetitive tasks and facilitates faster ticket resolution. Simple and common queries can be answered by the service CRM software without involving an agent. Additionally, a unified customer view also helps support agents access the data required to resolve tickets faster. 
• Intelligent ticket assignment and routing: Manually assigning incoming tickets, especially across multiple channels can prove to be very time-consuming and expensive. Kapture CRM can assign tickets to support agents based on programmed rules and triggers. Tickets can be routed based on agents’ availability, preferred languages, locations, etc. 
• Growth in revenue: By constantly engaging with your prospects and customers using CRM, you can witness increased lead conversions and enhanced customer loyalty. These are very helpful in maximizing your revenue. Additionally, automation facilitated by CRM helps you cut down on unnecessary workforce and resources, thereby increasing your return on investment. 
• Field force process automation: A CRM solution can streamline tickets pertaining to on-field requests, making the process much more transparent and reliable. Agents can access customer history, past ticket details, purchase history, etc. on the mobile CRM app without having to switch applications. 
• Creating personalized customer journeys: Customers pay attention and care about the way they are treated and interacted with. This also impacts their perception of your brand. With an efficient Service Management Software system, you can provide personalized support and ensure all your customers are attended to. This helps in building your brand reputation. 

What is Service CRM? | Kapture CRM
In the customer service Game, you need to be available to your customers through multiple sources of contact. Kapture’s Service CRM software lets you personally connect with new and potential customers when they want, and how they want, helping you create meaningful conversations.
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These are some of the ways in which a CRM can scale the ticketing process of your businesses. In addition to these, you can streamline sales using the same solution as well. By providing appropriate and timely solutions, deliver top-quality customer support experiences.

 

Contact Kapture CRM for additional details about ticketing helpdesk. You can also choose a 30-day free trial.