We’ve improved our employee notifications feature!

Feedbackly allows you to configure automatic email notifications which can be triggered by the feedback you receive. This means that you can monitor all of your surveys for negative responses and act immediately to resolve problems when they arise. This works for all question types. You can set notifications for specific keywords in an ‘open question’ response like ‘terrible’ or ‘horrible’. This will notify you when somebody writes a response using those words. You can also send notifications based on our ‘smiley’ question type. For example, get notified when a respondent selects the red or orange smiley, but not the yellow, light green or dark green. You can combine any number of these conditions in order to get more specific segmented notifications. Continue reading “We’ve improved our employee notifications feature!”

The Possibilities of Multiple Choice and Question logic

With Feedbackly, you can create surveys using any one of our 8 question types. One of the most useful and versatile types is the ‘word choice’ option. This is one of the more traditional question types that has been used in customer surveys for decades. With Feedbackly’s Q3 2017 product release, we are giving our users the ability to enable respondents to choose multiple answers in one question. This opens up unlimited opportunities when combined with our ‘question logic’ feature. You can customize your surveys to react to any combination of responses, including multiple choice questions. Continue reading “The Possibilities of Multiple Choice and Question logic”

Question Sampling With Feedbackly

Some of the most requested features from our users relate to managing statistics and adding more functionality to add statistical significance to their feedback data. Not only does this make your data more meaningful, it allows you to make more powerful business decisions (and be more confident in those decisions). Feedbackly is the only feedback tool that adapts to the skill level of the user, allowing you to go as deep into the data as you are comfortable doing. Continue reading “Question Sampling With Feedbackly”

Why Is Customer Experience So Important To Measure?

There’s a lot of buzz right now about customer experience (CX), and why it’s the next big thing for companies to differentiate themselves in a competitive market. But what are people really saying? By dedicating themselves to a better customer experience, companies can reap many benefits including higher revenues and retention, happier employees, more recognition, and a chance at thriving even when their industry is not. Examples of these companies are seen all over business magazines and they line the business bookshelves of the world. Southwest Airlines, Starbucks, and Whole Foods Market are revered icons of this paradigm. So how did companies like these mold themselves to become models of great customer experience?

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How Feedbackly Leads The Pack For Remote Customer Support

 

Feedbackly offers a one-stop solution for larger enterprise customers who want a hassle-free solution to their customer feedback strategy. Feedbackly provides industry-leading support to these solution sales customers using cutting edge remote management technology. This technology, combined with our team of live chat and phone support workers allows us to provide the best experience possible to our customers (we like to think of you as part of our family).

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3 Easy Ways To Improve Your Customer Feedback Measurement Strategy

The biggest mistake that a customer service manager can make is assuming that anecdotal evidence is sufficient in properly identifying the overall satisfaction of your customers. Many companies just assume that their customers are happy or worse yet, they fall victim to confirmation bias when looking through support requests or customer feedback. After years of working with companies of all sizes across 3 continents, I’ve noticed similar patterns in all of our client’s customer experience management strategies both in the data collection and in the analysis stage.

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Why Building A Customer Feedback Loop Is So Important For Your Business

One of the hardest things to obtain from the company’s perspective is useful customer feedback. Yet, customers are often only too eager to provide you with their experiences because they want their opinions to be heard. This eagerness is often sparked by either a positive or negative experience with your company. At the bare minimum, these customers should have an outlet to express these thoughts and opinions, however an optimized customer feedback strategy will have a system which facilitates a dialogue with customers. This is the framework for a customer feedback loop, where the goal is to turn your customer feedback into actions and communicate those results back to your customers.

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