A useful feature in Feedbackly is adding metadata to the feedback you collect. This enables you to segment feedback, identify users with their id’s, add transaction details like sums, or whatever you can think of! Adding metadata to your surveys gives you more control over customer data and gives you the opportunity to organize your customer feedback into more narrow customer segments. Survey metadata will show up as extra fields in the feedback list which can be exported as CSV, PDF, or XLSX. Continue reading “Add Metadata To Your Feedbackly Surveys”
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”
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”
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.
There are two things that every business wants: more customers and less red ink on the balance sheet. Unfortunately those 2 things are often hard to come by — you generally have to spend money to make money. Over the past few decades, there has been research at length about the value of optimizing your customer touch points and how important it is to get your customer – facing workers the tools and information they need to provide a better customer experience. That’s the how of customer service. But, what’s the why? Why should you prioritize investing in building a better customer experience?
This is a guest post from Mikhail Dubov, founder and CEO of Chattermill, a data analysis company that specializes in customer experience management.
To build passionate customers, you must take into account all types of customers and not just your detractors. It is hard to find a company these days that does not want to listen to its customers. However, only a select few have truly mastered this art. One of the most common mistakes we see is only focusing on negative feedback or detractors in the Net Promoter Score terminology. It’s easy to see the intuitive appeal. You think that the key to better customer experience is to solve problems and negative feedback seems like a natural place to start. Unfortunately, this is not always the right approach. Promoters are often a much richer source of insight and should at the very least be listened to as much as detractors. Let’s see why:
When you create your first survey with Feedbackly, you have the option to choose from 8 different question types so you can most accurately collect customer responses. You can add as many questions as you’d like and in any order. Feedbackly users are most shocked at the fact that ALL question types are available to our Free-plan users.
Feedbackly is an all in one customer experience tool where you can create surveys, analyse your data, and communicate back to customers all in one platform. Our platform allows for many different workflows depending on the way you prefer to work. Read on below for some best practices that we have found after analyzing millions of customer feedback responses.
Feedbackly is a Finnish startup dedicated to improving customer experiences and helping companies to increase their sales through intelligent up sell. With Feedbackly, companies can gather feedback from their customers in all potential touch points from bricks-and-mortar stores to eCommerce sites and even email and SMS to target intelligent up sell campaigns based on their customer experience data. “The acquisition of Gizlo’s customer base helps us strengthen our position in Finland as we scale internationally at the same time. We had a very similar vision regarding customer experiences with Gizlo so it was a natural for us to work with them when we got the chance”, tells CEO, Jaakko Männistö. Continue reading “Feedbackly supercharges Gizlo’s premium clients in Finland through acquisition”
The day has come, we have launched a brand new Feedbackly!! Finally the new software solutions is available for everyone just by singing up on Feedbackly website or via Feedbackly app. If you sign up TODAY and start your free trial, you will receive the first month completely free!