If you’ve ever wondered what your active users and customers want from the user experience on your website, there’s a fairly simple solution.
Ask them.
Maybe they think your layout is confusing or you offer limited features. By gathering customer feedback, you take the guesswork out of future improvements by listening directly to the voice of the customer. It’s easy to feel assured in your UX updates because you’re working off information taken directly from the people you designed it for.
That’s why so many businesses trust customer feedback tools like email surveys to gather online reviews and determine customer satisfaction levels.
But like most important business matters, using customer feedback software to boost the user experience requires some know-how and careful planning. For more on how you can gather valuable data from your customers for future UX improvements, read on.
How can customer feedback improve the user experience?
The user experience should appeal to your ideal customer. That’s why any business plan or marketing strategy begins by gathering as much information on these target demographics as possible.
But something like your user experience should always be changing based on actionable feedback. That means implementing changes garnered through feedback platforms. When you receive user feedback, there’s no guesswork involved.
Your ideal customers will tell you point blank, “This is what we want.” The information is powerful and highly beneficial. Of course, some consumer feedback might be contradictory.
That’s why looking for common themes in the data you gather is important. What do the majority of your high-value customers want to see? Once you have that information, you can make better decisions when changing your user experience.
But gathering feedback is just the beginning. Analyzing and acting based on that feedback is what truly helps build better relationships with customers.
For example, let’s say something goes wrong with a customer's experience. Businesses can then partner with a local flower shop to deliver a beautiful bouquet as an apology. This small gesture not only shows the customer that you heard their feedback. It also helps rebuild trust and loyalty.
Additionally, celebrating milestones, like customer anniversaries or reaching a certain spending threshold, can be an opportunity to show appreciation. Sending a surprise flower delivery is a meaningful way to make customers feel valued and build lasting connections.
Then, after offering this gesture, poll your customers to see if it made a difference in their overall opinion. If it doesn’t, look elsewhere for something that will make a positive impact.
Reward customers for feedback
Integrating key aspects of customer feedback strategies used by platforms like YUPLAY can significantly enhance user experiences. YUPLAY, though not a PC game, has employed some mechanisms that PC games use to engage users effectively.
You can implement similar mechanics in your customer feedback tools to boost engagement and improve the overall user experience.
For example, consider the element of rewards. YUPLAY effectively incentivizes user engagement through special deals and promotions. Similarly, you could introduce a reward system to get people talking in your customer feedback process.
The data gathered will then educate you on what they’re looking for. Rewarding customers for feedback can transform a monotonous task into an engaging and fun activity.
These rewards don’t need to be complex. Simple incentives like exclusive content, early access, or even virtual badges within your platform could suffice.
YUPLAY's reward system is a testament to how such incentives can boost user engagement. It has a straightforward and user-friendly interface. The intuitive platform it’s developed based on customer feedback makes it easy for customers to navigate and interact.
Choose user-friendly tools
When choosing customer feedback tools to use for your UX improvements, you need to make sure that the platforms are easy to use. If the data gathered is hard to decipher or put together in the first place, then the improvement process will suffer.
When it comes to enhancing user experiences, implementing tools like SAP Fiori can be a game-changer. This tool plays a crucial role in boosting user experiences for SAP applications.
Fiori apps' clean and responsive layouts enhance usability, making complex business processes more accessible and user-friendly.
To fully leverage the potential of SAP Fiori and guarantee seamless implementation, partnering with SAP consulting professionals is highly recommended. These professionals can guide organizations through Fiori apps' customization, configuration, and integration. Their deep understanding of SAP solutions and extensive experience can empower businesses to maximize the benefits of SAP Fiori.
Remember, not all feedback tools are equally effective or user-friendly. Some of the best customer feedback tools for 2023 are Typeform, Hotjar, Parative, and SurveyMonkey12.
These tools allow you to create engaging surveys, visualize user behavior, manage feedback across channels, and measure customer satisfaction. For example, suppose you want to implement OAuth authentication for your users. In that case, you can use Typeform to create a form that asks them about their preferences and concerns regarding this protocol.
OAuth is a standard for authorizing access to online resources and services. Using Typeform, you can collect valuable insights from your users in a conversational and personalized way.
Learning the ins and outs of the platform you choose will be the ultimate key to gathering the right actionable insights.
Gather insights from chatbots and customer feedback forms
Custom Frame Store has implemented two effective methods to gather valuable insights from its website visitors.
First, the company has integrated a user-friendly chatbot on its website to help guide potential customers. This way they can better discover what customers want by engaging with this automated service using conditional logic.
Review these interactions after the fact.
By identifying trends in customer requests and problems, the company can determine what users want to see from its services.
This approach enhances the user experience by providing personalized recommendations. It also enables Custom Frame Store to gain valuable feedback on the preferences and requirements of its customers.
The second method Custom Frame Store uses is its contact page. This resource includes an additional feedback form. That dedicated form captures feedback from customers. It’s then a simple matter to further enhance the user experience by pouring through this data and looking for patterns. You can also achieve this with a feedback widget or feedback buttons on your site.
For example, suppose you notice an alarming number of customers are having issues or complaining about your checkout process. You’ll know that something on that page is throwing them off. By making the necessary adjustments, you’ll provide a better overall user experience.
You can also create a feedback forum where users can post about their feedback and comment back and forth to one another.
This approach helps the company better understand customers' needs. It also empowers it to make informed decisions to enhance products, services, and the overall user experience.
Similarly, Connecteam has a form where existing customers can reach out if they have any comments and/or problems with the product. This way, customers struggling with this app to keep track of work hours can get help with the services of employee time clock, employee scheduling, employee task management, HR operations, etc.
Use Net Promoter Score Tools
Another valuable customer feedback strategy is analyzing your Net Promoter Score (NPS). This survey tool asks customers to rate your company on a scale of one to ten. There’s also a text box included in these online surveys to explain their answer.
NPS is one of the most effective types of customer feedback. These helpful feedback tools can go out as surveys via email or even appear during the checkout process.
One company that implements these customizable surveys well is Pumpkin. This business offers comprehensive cat health insurance plans that cover accidents, illnesses, preventive care, and more.
Pumpkin uses customer feedback surveys to measure these customer surveys, collect testimonials, and gather insights on improving its website and app experience.
By doing so, Pumpkin can identify its promoters and detractors. By looking at the average score and feedback it receives, Pumpkin can better provide a user-friendly and engaging experience.
Use tools in conjunction with other data sources
One of the tips for boosting user experiences with a customer feedback platform is to use them in conjunction with other data sources. That can include analytics, surveys, and business intelligence platforms.
By integrating different data types, you can gain a more holistic and actionable understanding of your customers’ needs, preferences, and behaviors. For example, you can use enterprise business intelligence to analyze large-scale data sets. It’s then easy to generate insights that inform your feedback strategy and improve your decision-making.
When integrating other data sources, you’re again looking for patterns. Let’s say you notice a massive increase in your bounce rate on Google Analytics that couples with customer insights on the layout of your homepage. You can easily put the pieces together and figure out what needs to change.
Gather feedback from social media
There’s a lot you can learn by analyzing customer responses on social media platforms.
A free social media management tool like Simplified will facilitate customer communication. Simplified has a social inbox feature where you can manage all messages, comments, complaints, and mentions in one place. These advanced features helps make sure you reply to all customers, improving your response rate publicly and privately.
You should also use a social media monitoring platform to find mentions of your business on other social media pages.
Not all real-time feedback will be in your inbox or under the comment section on your posts. By tracking the general online conversation and customer reviews around your business, you can accurately determine what needs to change.
Conclusion
Customer feedback is far too valuable to ignore.
By trusting quality feedback platforms and email campaigns, you can understand what your target audience is looking for on their customer journey. After that, it’s simple to make the necessary adjustments and create a customer experience that keeps customers coming back for more.
Your customers have a lot to say about the user journey. Listen to them using these tools, and you’ll create a like-minded community of satisfied and loyal customers.
