What is Real-time Feedback?
User feedback is a broad term, but real-time feedback refers to collecting feedback from users while they interact with the product or immediately after.
For example, if I am interacting with a website and I don’t like the product and I write a review about it, it is known as real-time website feedback.
These real-time customer insights can help you make smarter product decisions faster.
Moreover, when a customer submits real-time feedback, businesses get a chance to negotiate with the user to avoid them from churning.
Several brands leverage the power of real-time user feedback for product improvement.
For example, Uber, a car rental company, uses in-app customer and rider feedback to improve service.
Riders are rated based on their communication and ride quality, whereas customers are rated based on their behavior with the riders.
Besides Uber, there is Netflix which targets users with in-app surveys to improve its recommendation algorithm, content curation, and app UI.
The brand leverages the power of NPS, CSAT, and CES surveys to know about customer preferences and develop customer retention strategies.
So, based on these examples, I can say that customer feedback is the ultimate resource, no matter if you are a tech giant or an SME. Besides, real-time feedback can cater to a plethora of benefits, such as
- Instant communication
There are several ways to obtain real-time feedback from the audience, such as in-app targeted surveys, live chat, etc.
The best thing about these methods is that you get to talk to the customer regarding their issues instantly.
With this facility of instant communication, businesses can assess drop-off points in the conversion funnel and learn why the user gets frustrated or angry.
Moreover, it becomes easier to make data-driven decisions.
- High engagement
The primary advantage of real-time feedback is higher engagement. When a customer submits a review about your service or product on your website or app, it becomes easier and faster for the brand to pinpoint it and fix it.
Therefore, website feedback directly increases user engagement with the product.
- Better decision-making
As per stats, if a customer has a bad experience with a brand, 58% of them would not consider that brand again.
Therefore, it is all about keeping an eye on customer satisfaction increase for better retention.
With real-time customer insights and feedback, you can make faster data-backed decisions while targeting customers with empathy and apology messages. Thereby preventing them from churning.
- Better user experience
After all, when real-time feedback is acquired and appropriate actions are taken based on it, they are surefire to boost the user experience.
Moreover, the boost in user experience also leads to customer loyalty and better relations.
- Real-time market adaptability
When running a business, keeping up with the market trends is necessary. And your customers can be your advocates and advisors here.
You can learn about your customer's needs, preferences, and advice with real-time feedback.
This will also help you get an idea about the market trends, and depending on them, you can adapt.
What Are The Best Ways to Collect Real-time Feedback?
While there are several ways to obtain real-time feedback, not all brands use these methods. Here is a brief overview of the methods to collect real-time customer insights.
- Trigger surveys
Just like the name suggests, trigger surveys are triggered to the users at a specific moment while interacting with the product.
For example, when a user completes a purchase, uses a new feature in the app for the first time, or visits a new webpage for the first time.
Based on such user actions, real-time questions are presented for feedback.
An example of this is Swiggy. It pops up a quick survey for the users once their order is delivered.
Trigger surveys can be of many types based on the brand resource you are using!
- In-product surveys: These surveys are directly integrated into your product for instant feedback.
- Mobile in-app surveys: These surveys are integrated into your app and target the users with questions based on their in-app activity.
- Pop-up surveys: Pop-up surveys
- Live chat app
The live chat app is one of the most impressive real-time user feedback solutions.
With access to live communication with the users, you can find out about user issues easily. Furthermore, you have a great chance to retain the user by offering instant empathy and potential solutions to the issue.
A live chat feature can be integrated into your app or website. Most of the product and service businesses have the live chat feature in their mobile apps and websites, such as Zomato, Swiggy, Asana, Hubspot, Decathlon, and many more.
As live chat can lead to an increase of 40% in the conversion rate and a 48% increase in the revenue per chat hour, it is an essential way to get real-time feedback.
- Feedback widget
A feedback widget is a less intrusive method of obtaining feedback from the users. This feedback widget is commonly placed on the bottom corner of the website or app.
Unlike trigger feedback surveys, this widget can be used by users at any time to deliver any kind of feedback.
Besides all this, social media monitoring is also a great way to capture user feedback. As 54% of customers prefer social media for customer care, it is best to leverage it to the full extent.
On top of that, around 50% of brands that stand out on social media respond to their customers.
Strategies and Techniques to Analyze User Feedback for Better Customer Experience!
Well, I think that an in-depth analysis of user feedback is a must for user experience improvement.
Moreover, an in-depth analysis also helps in curating better customer retention strategies.
Here are some strategies and techniques for boosting user experience!
- Sentiment analysis
Sentiment analysis is a powerful method that helps in analyzing the tone of user feedback.
For example, when a user writes a review on the app, website, or social media, brands use this feedback to understand the person's sentiments, such as negative, positive, neutral, or mixed.
Sentiment analysis is backed by AI-powered natural language processing that enables interpretation of the human language.
It helps in uncovering user opinions, preferences, needs, and pain points.
The perfect example of this is the popular healthcare provider, Cleveland Clinic. The brand uses patient’s feedback and reviews for sentiment extraction and makes improvements in its wait times, bedside manner, facility cleanliness, etc.
Based on the input, the business provides targeted training to its staff while optimizing the patient care processes. It also uses AI for staff scheduling.
- Text analytics
Somewhat similar to sentiment analysis, text analytics is an innovative method to understand user preferences and pain points.
With the help of NLP, text analysis can analyze a large volume of qualitative data for product improvement. The process works by analyzing the frequency of words or phrases used in user feedback that relate to user sentiments.
For example, if a user mentions good, great, or impressive in the feedback, the system will consider it a positive sentiment.
With text analysis, you may also learn about the points or stages in your app or website that may make the users churn.
- Social media listening
Social media listening is keeping track of what the users are saying about the brand on social media.
As everyone uses social media, it has become an inexpensive source of user opinions for a brand. As 60% of the users use Twitter to complain about a brand or company, one can learn a lot about the issues from there.
With social media listening, you can learn about the inconveniences that the users face and fix them for user experience improvement.
Best Tools for Collecting Real-time Feedback
Well, after all that you know, it is crucial to shortlist the best tools for collecting real-time customer insights and feedback.
If you ask me, there are many feedback management systems in the market, but it can be tough to choose one. So, here are my top picks!
Qwary
Qwary is an exceptional real-time feedback tool that has a plethora of relevant features for collecting real-time feedback.
Qwary provides you with features, such as in-product surveys, session recording, website feedback, etc., that make it best for studying customer interactions in real-time.
You can run trigger surveys based on user actions, analyze session recordings to point out drag points or rage clicks and use real-time website feedback obtained from the website to boost user experience and conversion rate.
Hotjar
Hotjar is another primary user feedback tool that is popular for its heatmap features.
With heatmaps, you can understand where the user struggles to use your website based on rage clicks and scrolling. Further, Hotjar also provides survey templates for faster creation.
You can target the users with survey questions at the right time and collect real-time and accurate feedback. Hotjar also enables you to review user sessions via recordings and look at the website from the user’s angle.
Survicate
The third on the list of real-time feedback tools is Survicate.
This tool also packs in some remarkable features to acquire real-time customer insights.
You can run automated in-product surveys based on user actions, pop-up surveys for continuous feedback collection, and add a feedback button to the website.
It is also one of the best feedback management systems, as you can collect and analyze feedback from multiple sites, such as social media sites, Slack, App Store, etc.
Survey Monkey
Survey Monkey is a popular tool that most researchers use for user research.
The live poll feature of Survey Monkey is the best in terms of real-time feedback. Furthermore, with this tool, you can personalize your survey with skip logic and branching features.
Another utilitarian feature of this tool is the recurring surveys that you can use to collect feedback from the users over a fixed period of time to track sentiment changes.
Sprig
Sprig is one of the best yet less-known feedback management systems.
It unpacks several innovative features for the researchers to gain insights into user feedback.
Sprig provides AI-powered in-product surveys that can be targeted to specific users based on their actions.
Besides, you can see the insights from the survey via interactive dashboards, and AI can analyze them for you to devise smart customer retention strategies.
Conclusion
I must say that if you are facing issues with customer churn or low engagement, real-time feedback can be your ultimate solution.
While there are several methods to acquire it, it is best to go for pop-up surveys and live chat, as they can yield the best results.
If you are looking for the best tools to undertake the task, go for the tools and features provided by Qwary.
FAQs
- What are customer retention strategies?
Methods and ways used to retain business customers for an extended duration are known customer retention strategies.
These are necessary to undertake as customer retention costs less than customer acquisition.
- What are the best customer retention strategies?
Some of the best customer retention strategies are incentivizing the customers, customer loyalty programs, offering personalized experiences, referral programs, etc.
- How to increase customer satisfaction?
There are several ways to increase customer satisfaction, including understanding customer expectations, providing multi-channel help, reducing wait times, asking for feedback, and taking action based on that.
