Customer Experience Trends In 2018

Customer Experience in 2018 Jaakko Mannisto

2017 has drawn to a close, a brand new year is upon us and so it’s about time we started to look forward to the exciting new possibilities for Customer Experience trends for 2018. We will take a look at what is most likely to happen with CX measurement over the coming months and give some insights into how they will shape the world of customer experience.

Firstly, lets start by saying that there will likely not be any HUGE changes to last year’s trends but rather we will see old trends becoming even stronger. 2018 will see the overall rise in popularity of customer experience, with a particular focus on personalization, multichannel and the customer journey. The growth of customer experience globally this year will be heavily reliant on C-level awareness, which means that top-level executives and company leaders will be placing a much stronger focus on increasing the customer experience and monetizing their customer journey.

Here are the customer experience trends for 2018!

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Feedbackly is proud to have customers in 500 cities worldwide

Feedbackly offers a truly a worldwide service for our customers. After launching our subscription service last year, we are very proud to have customers in 500 cities around the world. One thing which has allowed us to be so successful internationally is the fact that Feedbackly supports the use of nearly 60 different languages. While we won’t gloat for too long (that would be contrary to our Finnish culture), we are immensely proud of our team and we welcome all new and soon to be new users of Feedbackly to be part of our family! See all of the cities in which Feedbackly users are located below: Continue reading “Feedbackly is proud to have customers in 500 cities worldwide”

Introducing the Feedback Inbox

You asked for it, so we made it! It’s as simple as that. Many of our users have been requesting a way to directly communicate with their customers without leaving the Feedbackly dashboard. You can now send SMS messages or emails to your customers quickly and easily with the feedback inbox!

Assign feedback to specific user groups, and mark issues as processed to keep track of your customer support efforts. All while collecting crucial data necessary to improve your overall customer experience. Not only can the feedback inbox help you retain customers in the short term by fixing urgent acute issues, it will also help you retain customers in the long term by enabling you to provide a consistently positive customer experience. Continue reading “Introducing the Feedback Inbox”

Maximize Your Customer Experience This Christmas Week

Christmas CX Feedbackly

Christmas is just a week away and we here at Feedbackly couldn’t be more excited! Christmas lights are glowing at every street corner, the smell of fresh Joulutorttu (Christmas tarts) is sweeping through the city. For some (me included) the realization has just set in that this is our last chance to get presents before the big day. There are two types of Christmas shoppers in the world; those who have already bought, wrapped and tucked away their presents under the tree, and those who will be flooding the stores this weekend in the hope of picking up their entire list of gifts.

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Feedbackly takes on Catalonia

A week of hard work under the sun…

At Feedbackly’s Helsinki HQ, we are strangers to the sun. That’s why we like to treat our employees to a warm getaway every once in a while. This time, we set our sights on the beautiful beach town of Sitges as our new office for the week. 30 minutes south of Barcelona, Sitges gave us wonderful weather, vibes, and culture to help us bring the best CX tools to our customers. We rented a beautiful beach house with a pool to serve as our temporary workspace and the results were a happy team, great ideas, and memories that will last forever. Between sunset beach jogs, lunchtime surfing sessions, and late night churros, the Feedbackly team has never been more like a family.

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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”