Customer expectations have never been higher, while it has never been easier for consumers to switch brands. To overcome these challenges, businesses need to understand that every customer interaction matters. They need to proactively capture feedback throughout the entire customer journey and use these insights to keep improving every customer touchpoint. This delivers two critical benefits:
To capture these benefits, marketing leaders and product managers need a systematic way to gather continuous feedback across multiple customer touchpoints and channels. Using this data gives insight into your customers’ evolving needs, desires and perspectives, driving improvements and greater loyalty.
Traditional customer feedback models provide too little information, too late. They typically only offer data on two customer touchpoints, at purchase and complaint. Brands need to go beyond this, evaluating the period before, between and after these milestones to provide a fuller picture of the customer journey.
Questback’s Customer Touchpoint gives you a complete view by automatically collecting process-driven customer feedback at key customer interaction points, across multiple channels. We make it easy to collect customer feedback, customise the experience and to analyse and act on the results.
By gathering feedback that matters, companies can:
Questbacks real-time dashboards tell you not only “what” happened but also “why” by identifying trends and ‘hot alerts’ for high impact issues.
Customer Touchpoint let’s you track the NPS for each specific touchpoint and highlight areas for improvement throughout the entire customer journey.
Greater customer loyalty increases top line results, driving higher revenues, reduced customer churn and lower support costs. Customer loyalty starts with continuous feedback that drives actions and improvements.