What if you could read the thoughts of your customers? With Nicereply Popup surveys you can!

We are so excited to share with you our latest news. We’ve been working hard for months to introduce you to new website popup surveys by Nicereply. 

From now on, you can collect immediate feedback on your website’s user experience, e.g. on your pricing pages.

Why should you measure website feedback?

Enhance site usability and increase conversions.

Optimize the in-app or web experience & reduce customer churn.

Determine the barriers that prevent customers from purchasing.

Get feedback on specific web pages (such as pricing or blogs).

Find new ideas for content & user education.

What are the advantages of our website popup surveys?

Effortless survey implementation

Quick setup and intuitive design help you set up a new survey in minutes. In case of any trouble, you can book a free call where a dedicated account manager leads you step-by-step through the whole process.

You’ll have full control of your popup surveys

You can decide when and how often your popup survey will appear on the website. You can set up an exit intent or target specific URLs, it’s all up to you!

The post Product News: Nicereply Website Popup Surveys appeared first on Customer Happiness Blog.

Data without context are only numbers. Discover a new way of looking at data analytics and insights.

The amount of customer data collected by your company is increasing every year. It comes from many places— surveys, support tickets, social media, and countless others. But data is only valuable if you can understand and take action from it.

Gaining insight from data is essential for long-term business success. Data analysis is no longer a task for statisticians. You need to effectively insert data analytics into your day-to-day routine. You’ll never unlock data’s true value if you can’t embed data analysis into every department and project.

A transition has taken place across the business world in the past few years. Companies are no longer focused on just quantitative data. They want more. They’re looking for a deeper understanding of the language used in their customer data.

This new trend has created a rise in the need for tools that support natural language processing (NLP). Everyone still uses survey tools. Today, those basic surveys are enhanced with text analysis, artificial intelligence (AI), and machine learning.

“The sheer volume of data can feel overwhelming.”

Data often comes in many formats, making it difficult to understand and interpret. But companies that can unlock insights from their customer data gain a strong competitive advantage. That means you need to find an approach that works for you.

In this article, we’ll examine a few trends that will help you to unlock more valuable insights from your customer data.

Capitalize on being data-rich

Software-as-a-Service (SaaS) and smart device (IoT) companies have data gathering built into their DNA. Other kinds of companies may not have that same advantage, but everyone wants to learn more about their customers. It’s for a good reason. Deloitte found that 49% of companies say analytics helps them make better decisions.

Companies today are data-rich. They have many streams of data that can produce detailed analytics. The problem isn’t getting more data. The bigger challenge is the number of formats and quality of the existing data. Deloitte’s report also found that 31% of their respondents rate their data integration and quality as adequate, while 35% say their data is entirely unintegrated.

Messy data means that companies struggle to find valuable insights, even though all the information is there. It’s present, but it’s inaccessible. It’s locked away.

It’s the proverbial needle in a haystack. Harvard Business Review found in a study that only 3% of the data sets they examined were “acceptable.” If you want to realize the full value of your data, improving data quality is the critical first step.

Here are some ideas you can use to improve your data quality:

• Bring all data into a central data warehouse or integrate it with data visualization software.
• Train your employees or provide additional tools to increase transparency.
• Identify a small number of focus areas for a given quarter or fiscal year. For example, you might focus on product improvement for the next few quarters, then shift to focusing on process improvements.
• Clean up your existing data and create standards for future data collection.
• Determine if the feedback you are collecting is valid or is skewed due to the collection method or some other bias. Use these insights to improve future data collection.

If you have plenty of data but it’s of low quality, these steps will help you unlock more insights to improve your products and customer experience.

Driving value with insights

Deriving value from data often requires creativity.

Jarret Jackson of Forbes writes that many companies practice “force-fitting new information into old constructs that might no longer apply…if we only look at what we’ve been doing and any deviations from it, we miss the opportunity to re-define the question.”

In other words, you only innovate if you can use data to understand something new. Simply using data to reinforce old notions and structures defeats the purpose.

Your teams are diverse. The insights they need to succeed are unique. You’ll get more value from your data if you can help them find new ways to integrate data and compare different data sources. Use their observations to influence potential changes—to your product or processes—and then measure the return on investment of those changes.

Jackson continues: “Carve out time for [your employees] to develop questions about the business and then help them work to answer them. Who knows what they might uncover?”

Strengthening your offerings requires a team effort. You need to look at your data in different ways.

A large data warehouse isn’t worth anything unless you’re able to consistently extract insights from it. To find the most value from your data, make it easy for people to approach it in imaginative ways. Empower your teams with the freedom to ask creative questions.

“What if we looked at…” is a very powerful way to start unlocking new insights.

Democratizing access to improve capacity

We’re all short on time. It’s a common and seemingly unsolvable problem.

Deloitte’s Analytics Advantage report found that a “key barrier to analytical progress is that nearly half of respondents said they don’t have the number of individuals or the skill levels required for data analytics within the organization.”

Analysis requests never end. With many companies tightening down on budgets, odds are you need to conduct more data analysis in-house. If you want to succeed, you’ll need to be intentional about equipping employees to access and analyze data on their own.

McKinsey’s research found that companies with successful analytics invest 4x as much to embed analytics into their company’s DNA. For example, this might mean integrating analytics into workflows across the organization:

“The most successful companies target much of this spending toward the biggest challenge companies face in extracting value from analytics—the last mile, or embedding analytics into the core of all workflows and decision-making processes. Nearly 90 percent of breakaway organizations devote more than half of their analytics budgets to this effort.”

Growing companies unlock their data by involving more team members and empowering more cross-functional collaboration. Creating a culture where many people have the access and the skills to leverage your customer data brings big benefits. It will increase your ability to execute, democratize data analysis, and multiply the insights you uncover.

The key to data success

If you want to unlock the value of data analytics and insights in your organization, you need to start by implementing these three strategies:

• Collect high-quality data
• Drive value through creative views
• Increase capacity through democratization

If today’s volume of data seems overwhelming, it will only feel worse a few years from now. Companies that proactively create plans to make the most of their customer data will gain a competitive advantage over those that do not. Unlock your customer data to improve your customer experience and drive business growth.

Nicereply is the effortless way to collect customer data and champion customer experience. Simple one-click feedback surveys let you know what your customers are thinking, while powerful user-friendly analytics help you extract valuable insights. Start your free trial today!

The post Unlocking Data Analytics and Insights appeared first on Customer Happiness Blog.

Use the new 5-star CSAT and boost your customer feedback surveys to the next level.

We are very excited to share with you one of our biggest news! Empower your customer experience with a popular 5-star rating scale and enjoy all advantages it delivers.

Why should you use a 5-star rating scale?

A 5-star survey is one of the most popular ways to gather customer feedback. This type of scale is suitable for wide audiences since the idea of a 5-star rating is universal.

The 5 stars represent the positive upper limit, while the 1 star represents the negative customer experience. 

It’s an intuitive system that is easy to analyze and interpret.

Moreover, you can change the sentiment of the scale if you want to.

If you want to use a 5-star scale you have to create a new survey.

Try our brand new 5-star rating scale and create a new survey now. Not a Nicereply customer? Create a 14-days free trial and enjoy all benefits of Nicereply’s customer feedback surveys.

The post Product Update: 5-star Rating Scale for CSAT Surveys appeared first on Customer Happiness Blog.

Video is one of the most engaging, accessible, and eye-catching ways of promoting and successfully marketing a business nowadays.

The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company. Video marketing is helpful at every stage of a marketing funnel – from attracting initial leads at the first instance to closing a sale and converting at the other end.

One area of video marketing that is especially helpful to customers is customer service videos. After a customer has bought your product or service, customer service videos provide them with extra help and support long after the sale has been completed.

Going the extra mile in your customer service output makes existing customers loyal to your brand because they find it easy to use your product. Aside from building product loyalty, customer service videos can also convert new customers as they can see your product in action.

This article will show you how your business can create fantastic customer service videos, leading to satisfied client relationships that build on the foundations of good sales figures, thus springboarding your brand to the next level.

Let’s get started.

Identify common issues

Once a customer buys a product, there is always a chance to identify an issue. This concept is true for almost any product, like clothing, software, furniture, or practically anything a consumer has bought.

Therefore, as a business, you need to produce customer service videos that address the issue of common problems that customers may discover with your product.

Often, your customer videos may prevent a common issue from occurring in the first place, thanks to the knowledge they impart to the customer. Simple explainer videos can take the customer step-by-step with their new purchase to avoid potential problems.

For example, IKEA is renowned for its flat-pack furniture that customers must self-assemble at home after purchase. IKEA‘s products always come with an instruction manual to aid the assembly process, but this type of assistance may not suit all customers.

Some people are visual learners and benefit from a “how to” video rather than written instructions.

So, Ikea released a seven-part YouTube video series in 2020 on how to install one of their kitchens, making life easier for thousands of customers who are unable to follow the instructions in the manual.

With 263,000 subscribers, IKEA has a strong YouTube following, demonstrating their customers’ appetite for informative videos to solve common assembly issues.

Consider doing the same with your business, helping with the overall process of guiding customers successfully through your digital marketing funnel.

Update the information in your videos regularly

There’s nothing more annoying than a video that promises to solve your issues or deliver the answers you need, only for it to be years out of date. Updating videos is essential from a customer-centric point of view and for your website’s SEO.

You should already know how important it is to update written website content, and the same process applies to videos.

For the customer’s benefit (and to further expand your general high-level of customer experience, as your products change and evolve, so should your customer service video content reflect this.

It would help if you involve every relevant part of your business while writing video scripts and planning out video content in advance. For instructional videos, make sure you consult the product design team.

For troubleshooting videos dealing with software issues, consult your tech team and web designing team, and so forth. This way, everyone is kept on the same page, making it easier to keep track of your products’ ever-changing nature and the customer support videos that go with them.

Write a simple script

You wouldn’t launch straight into a written article, blog, or chapter of a book you’re writing without planning, would you? The same principle applies to customer service videos – you need to create a script that will serve as the backbone of your content.

The script needs to be relatively free of jargon that’s inaccessible to the general public. Just like how copywriters deliberately use casual, concise, and straightforward language to ensure mass appeal and understanding of their words, the same applies here to video scripts.

You may need to identify your brand voice if you haven’t already done so. Your brand voice dictates how you address your customers and position yourself within a crowded marketplace.

We can split brand voices into four main types:

• passionate,
• quirky,
• irreverent,
• authentic.

Source:GoSchedule

Once you are confident which one suits your brand the best, incorporate that style into your video scripts and stick to it, ensuring a consistent tone of voice across all of your customer service video content.

But above all, remember the golden rule – if in doubt, keep it simple. Simple words resonate with everyone, whereas complicated phrases only speak to a small segment of your target audience.

Don’t alienate your audience by overcomplicating things.

Add audio and subtitles

The quality of your audio will reflect the amount of work you put into your content. If you cannot afford a dedicated voiceover talent, try to record with an external microphone in a noise-free environment.

You may also add background music. The music should match the mood you’re trying to create. There are entire libraries of royalty-free audio available, so it should be easy to find something for your video.

In addition, the accessibility of your video content will skyrocket if you add subtitles and captions to your content. According to one study, mobile views comprise 65% of all video views. Many of your potential viewers are likely to watch your videos in public and would rather read a subtitle than turn the volume up just to hear your message.

Captions and subtitles aid viewers’ memories and help them understand the overall content of the video much better. They also help people with hearing impairments and those who understand written English better than spoken English.

These little touches all add up to a satisfying customer experience.

Display the video on your landing page

Your landing page is the best place you can put your video to ensure excellent exposure and engagement with your brand. According to Wistia, the average landing page conversion rate across all sectors is between 3% and 5.5%. This doesn’t sound like much, but it’s a good starting point.

Adding customer service videos to your landing page is a catchy way of generating interest in your brand and products. Videos on your landing page can deliver a quick message and result in increased conversion rates. They let you communicate your message without forcing website visitors to read a wall of text.

When creating your video for this section of your website, use a good thumbnail – it needs to grab attention fast. Otherwise, customers won’t bother to watch.

See how Shopify uses an engaging thumbnail on its landing page below.

Also, don’t forget to utilize all of your video editing techniques to iron out any issues with your filming content. These techniques include learning how to reduce video size, optimizing the video for viewing, and keeping it short (ideally under 90 seconds).

In Closing

Introducing a successful customer service video strategy into your overall business marketing plan requires careful planning and research, but the benefits are well worth the effort. Visual content is engaging and attractive to both existing and potential customers. You can also use video content to turn your brand into an industry thought leader.

When you follow the tips I just discussed, you’ll soon start delivering an extraordinary level of customer service that transforms the outreach of your business, keeping loyal customers happy and taking your brand to the next level.

The post How to Create Engaging Customer Service Videos for Your Business appeared first on Customer Happiness Blog.

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback!

If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. You probably have some routine – everyone has, and our whole life is made of them. No matter if you’re a fan of routines or you prefer improvisation, this article will help you to maximize the value of using Nicereply day-to-day. Let’s look at the best practices of how to manage customer feedback.

With an effective routine, you don’t need to spend your energy & capacity on things that have to be done daily. As soon as you implement these clever tips into your work process, you don’t have to be afraid you will miss something important – like an angry customer. And that’s exactly what you want to avoid, right?

What are the pros of having daily routines at work?

• Smooth start of the day > an automation of your processes.
• Cutting down your to-do list > as habits become natural each day.
• Protection of forgetting something > you don’t have to “keep in mind” as many things as before.

Daily best practices for Support Managers

Before we start, we highly recommend you to set up notifications. With active notifications, you have up-to-date information about each new rating that appears in the app.

• You can decide If you want to receive all ratings, or only good, neutral, or bad ones.
• Choose the frequency of receiving reports (weekly, monthly, both, none).
• You can export your report as a CSV document.

The huge advantage of the Nicereply app is that every rating is connected to the rated ticket (and your ticketing system won’t create a new one). That saves you a lot of time of investigation you’d have to do with some other tools.

Check all new ratings in the Rating Feed.

If you notice negative customer feedback, bite the bullet and don’t leave it for later! Fix an issue as soon as possible because frustrated customers can easily turn into detractors.

Filter all ratings with comments.

It’s up to you what time period you want to see but one of the best sources of customers’ feedback are their comments. Take your time and think about what your customers are saying. Don’t hesitate to inform the product manager about customers’ suggestions.

Add tags to ratings

This clever trick takes literally a few seconds but can bring you huge value you will appreciate for a long time. Imagine, you received positive feedback regarding the quality of customer service, but the customer is asking about a specific product feature.

Customer: You guys are awesome! One thing that would be great is if I could sort the CSAT ratings with issues by comment. I keep a log and currently just copy and paste.

Adding tags to your feedback helps you to group important insights from customers.

Do a proper follow-up

Negative feedback shouldn’t be ignored. Some of the ticketing systems such as Zendesk, Front, or Helpscout allow you to set up an automation that triggers an action based on the captured score.

Examples of useful settings for support managers in ticketing systems:

• You can set up a rule for opening up the ticket if it’s not solved.
• You can send a follow-up email and ask customers for a review.
• You can set up a rule for assigning a ticket with a bad rating directly to the team leader.

Investigate negative rating issues

Are you a small or middle size company? Investigate the context behind negative ratings. It can be difficult in a huge corporation but do your best to understand why the customers left a negative response. Don’t forget that a score without context is a number that won’t tell you the “whole story”.

Many times it isn’t about the bad agent’s service but about product features or integration which hasn’t been implemented yet.

Bonus tip

As we mentioned above, sometimes customers evaluate the communication with an agent positively. Despite that, he/she leaves negative feedback because the tool doesn’t have the functionality that the customer requires. For similar scenarios, we recommend creating a new “Thing or Action” in your account and adding all ratings like that to this group.

How to do it?

• Go to “Staff” > Click on “Agent” > Click on “Add Agent” on the upper bar.
• Choose a “Thing or Action”.
• Create the name of an issue.
• Confirm it by clicking on “Add Thing or Action”.

Go to the Rating feed and:

• Click on “Rating detail”.
• Click on “Edit rating”.
• In the first bar choose the option “Product Issue”.
• Save changes (watch the video below).

From now on, if you go to the Rating Feed and click on the “Agents” filter, you will see the new issue at the bottom of the list. Under this “Thing or Action”, you can see all comments you marked as “Product Issues”.

Weekly best practices for Support Managers and Teams

There are several things you don’t need to do daily, but you’ll gain a lot of valuable insights in case you perform them weekly. Read about the best weekly practices for support managers and teams:

1. Review statistics of the trigger-based surveys

Check the following metrics and columns:

• Surveys opened > also known as Open Rate
• Surveys answered > also known as Response Rate

…and compare them to the previous time period, e.g. week.

How to do it?

• Go to the “Metrics” on the left bar menu.
• Click on “Overview”.
• Choose the type of your survey in the first survey bar menu (by default you will see All surveys alternative)

Does your CSAT survey include more questions?

If you want to see how customers engaged with each question, click on “CSAT” on the left bar menu. Then, click on the “Overview” > choose a particular survey on the top bar and scroll down.

Note: Adding more questions to surveys is currently available only for CSAT surveys.

2. Contextual analysis thanks to Team and Agent report

What information can you get within the Nicereply Team & Agent report?

Leaderboard with your agents. You can see:

• An average rating of a particular agent.
• The number of received ratings (of a particular agent).

The teams within your company – e.g. sales, marketing, devel, operations…etc.

…and thanks to filters you can list through your departments = teams or members.

As we already said, while analyzing received scores & customers’ comments always link to the context of the issue.

Example of providing a good contextual analysis. Let’s say we are going to analyze Igor’s ratings:

• Check the number of received ratings and average scores.
• Next, filter ratings with comments to understand what kind of issues the agent solved.
• Now, analyze the feedback in the context of the ticket.
• Think about it. Consider if it meets the goals of your internal Quality Assurance.

3. Weekly report

You can automate your weekly report in settings and also download your reports as a CSV document. Thanks to that you can download, share & analyze your data further and make sure your team members have all the information they need. Find out more about which data you can see in your CSV report.

Agent’s bonus tip

If you recently added any new distribution channel, it’s good to make sure that your surveys are sent without any complications.

Monthly must-do: CSAT / CES / NPS overview

One of the best and necessary practices is to check the monthly overview. Choose the metric according to your company goals (in our case it’s e.g. CSAT and CES) and compare the performance of the current month to the previous one.

In the Nicereply app, you can see two time periods in graphs.

Quick Recap: Keep in the mind

1. Act on feedback

Remember, prompt reactions can make a huge impact on your customer service. Especially negative feedback shouldn’t be left without an emphatic follow-up.

2. Monitor agent’s performance by gathering insights

Don’t look only at numbers. See the feedback as a comprehensive view made of puzzles such as – customer comments, the sentiment of the conversation, the object of an issue, etc.

3. Track your KPI’s through reports

Your goals need to be measurable and the best way to do it is through KPIs. You don’t have to track all surveys that exist but the relevant ones. The Nicereply app offers you many options of which reports you want to see. Choose those that fit your KIPs best and measure your success.

Tip for Slack users: Don’t miss any new rating. Set up a trigger that sends you a notification with details about the received ratings directly to chosen Slack channel. You can set it up with the Zapier app.

Well done! If you read this article until this point, you’re the one that cares about doing his best job. We believe these clever tricks will boost your customer support routine to the next level. If you know somebody who can find our best practices useful too, share this article with them.

The post 11 Best Practices for Managing Customer Feedback appeared first on Customer Happiness Blog.

For the last couple of weeks, we’ve been working on a very exciting update – a brand new Customer Happiness Benchmark page.

What will this page bring to you? We created it with an idea that you might be curious about how well you’re doing in comparison to other companies. The goal of the Customer Happiness Benchmark page is to show the customer satisfaction performance of top companies using Nicereply and provide you with an objective view of your position in the customer service world.

Believe us, a beautiful design isn’t the only thing that will delight you when you look closer.

Leaderboards

Everyone likes to be in 1st place. After a general benchmark data, you can see the Leaderboard of the most successful companies with the highest Customer Satisfaction Score. In this section, you can compare your ratings to the top performers, and also see what types of rating scales they’re using.

The next leaderboard is about the Net Promoter Score metric. Here you can see companies with the most loyal customers. And that’s exactly what you want – customers that always return to you and recommend you to others. The main point is – it’s always good to see how you and your competition are doing and then, do your best to be the first one. There are never enough loyal customers!

The last leaderboard displays companies with the most effortless experience. Customer Effort Score is one of the most important factors which decides if the customer will choose your product/service or not. Keep this in mind while you are creating the customer journey. Look at how your competition is doing and try to beat them the next time.

Benchmark by support team size

The customer satisfaction performance can vary a lot according to your team size. Company size also influences the size of your support team and the number of ratings you receive. Thanks to this part of the page you can gain an objective view of the score (CSAT, NPS, CES) according to your company size.

Compare yourself

From time to time it is good to be honest with yourself. Get the necessary insights and use them to your advantage. It’s so easy! Just write down the scale you use and the score you received. Click on “Compare score” and see the results.

No matter what kind of result you get, the most important part is the action you are going to take after that. Remember it.

Benchmark by country

The last part of our satisfaction benchmark page is a satisfaction benchmark by country. Get a quick overview of where in the world Nicereply’s surveys are used. Thanks to this benchmark you can compare how the satisfaction of customers differentiates in various parts of the world. Are the customers in America more satisfied than customers in Europe? Well, go to the website and find it out!

The post Compare Yourself Against Top Companies On The New Benchmark Page appeared first on Customer Happiness Blog.

In this post, we explore one of the best features we introduced last week in our Rating Feed BETA release – Rating Tags.

We probably don’t need to explain how the tags work in social media or other digital platforms. The good news is that it is not that different in our app. Let’s have a closer look at Nicereply rating tags feature.

Are tags really so useful to me?

Yes, they are. First of all, tags allow you to differentiate the various types of feedback from your users. Thanks to that you can categorize ideas, problems, and issues in a very effective way.

If you’d like to add a tag to your feedback all you need to do is just place a cursor under the comment and write a tag.

If you decide to change your tag later, simply click on the “x” sign and remove the tag from the rating.

Tags aren’t useful just because you can list through different types of feedback – e.g. product, delivery, support, bug, etc. Moreover, you can see how your customers evaluated the service and how they rated the quality of your support agents (e.g. easy, poor, bad, useful). No one likes negative feedback but from time to time it is beneficial to have a look at bad responses and think about what you can do to fix them.

Another exciting update included in the new Rating Feed BETA release is the possibility to show a rating detail. When you enter this view you are allowed to add and remove tags as well. This way you can see all the necessary details in one place.

Tags were made to make our lives easier

…and they do. Thanks to the new tags filter.

Rating feed BETA release includes brand new filtering options for your team. We highly recommend testing each of them and trying all options they offer. It’s definitely worth using the tags filter as it’s one of the fastest ways to find all the information you need.

Manage your tags

The last improvement is new tag management that you can find in the “Surveys” section in your Nicereply account. Here you can edit or delete your tags.

More exciting features are coming your way in the near future, so make sure to subscribe to our blog to never miss an update.

Happy tagging!

The post Product News: Rating Tags appeared first on Customer Happiness Blog.

We have some very exciting news for all of our users.

Nicereply released a brand new Rating Feed that will provide a comprehensive view of all your customer feedback in one place.

The updated feed is packed with several exciting features such as updated appearance, filters, rating detail, rating management options, new scale visuals, rating tags & much more. Let’s look at some of the biggest changes.

New Rating Feed Appearance

The biggest change you’ll notice is that in the new Rating Feed you’re able to see feedback from all satisfaction metrics in one place. Thanks to that, you don’t have to switch between three different feeds to see the latest feedback from your customers. The new feed provides a comprehensive view of your team & agent performance regarding customer satisfaction, effort & loyalty. All your feedback is displayed in chronological order.

Another update you’ll notice is the new design of CSAT, CES & NPS rating scales in the new rating feed. You can easily differentiate feedback gathered from different satisfaction metrics. Customer satisfaction feedback is displayed by smiley faces, stars, or thumbs. Satisfaction score values are no longer represented as a number out of 10. Instead each rating scale has its own numerical representation – smiley faces rating value will be calculated out of 3, for thumbs it’s out of 2, and for stars it’s 10. Customer effort feedback is displayed by a square numerical value. NPS loyalty feedback is represented with round numerical values.

Rating Detail

Another new feature is the advanced rating detail which allows you to see the specifics of each customer rating.

The rating detail view includes a summary about the rated agent, customers name, company & email, and the date & location of the feedback. There’s also info about the survey which the rating came from.

It’s possible to add or remove specific tags to the rating so that you can better differentiate your customer feedback. There are also two actionable buttons allowing you to edit or delete the rating.

Updated Rating Feed Filters

New rating feed offers more filtering options for your team. It’s possible to filter customer feedback by one specific survey or multiple surveys. You can also see feedback received by a specific agent, multiple agents, or various teams.

There’s a filter allowing you to display positive, neutral or negative feedback. Or you can filter ratings with or without comments.

Another neat feature is an option to search for specific values in each of the new filters.

Rating tags

The last big rating feed update is the addition of rating tags.

We are very excited to bring you this highly requested feature. From now on you can add tags to every single received rating. Thanks to that you are able to separate customer feedback more effectively & make sure no issue will go unnoticed. Additionally, the new tag filter will then enable you to filter & inspect ratings with specific tags.

You’re also able to tag or delete multiple ratings at once with the bulk actions feature. All you need to do is to choose the ratings you’d like to edit, and then click on the desired action.

We are working on more exciting product updates so make sure to check our blog regularly to be up to date!

The post Product News: New Rating Feed appeared first on Customer Happiness Blog.

Staying on top of your customer satisfaction is a never-ending process, but if you keep measuring your performance and review the data, you should see a consistent improvement.

As the well-known saying says – whatever gets measured gets managed. Unfortunately, we often forget to put those measurements to actual use. And without that, the entire exercise is futile.

Let me demonstrate that in a story. I have a friend who is rigorously writing down every expense in his life. Every. Single. One. However, he lacks any review process whatsoever. He never goes back to his data to see what story it actually says, and as a result, he’s none the wiser than he’d be if he didn’t write down anything at all. Is my friend wasting time? Yes, unless he starts to actually work with what he’s writing down. Would it improve his finances? Yes, it probably would allow him to budget more accurately. Is this friend me? Yes…unfortunately yes.

The same logic applies to your support department. Measuring the satisfaction of your customers is a fantastic first step toward providing them with a better service. But unless you flex your analytical muscles and use those data, not much will change, and all you’re left with is just another feel-good (or not) metric.

With that being said, let’s take a look at different ways you can look at your CSAT data in Front.

Viewing satisfaction with a given conversation

The easiest way to close your feedback loop is to check back with your closed conversations and see what your customers thought of the interaction. If you’re using Nicereply to send a satisfaction survey after closing a conversation in Front, you’ll find the result conveniently placed in that same conversation as a comment. The same applies to your SMS inbox as well.

The great thing is how easy it is to come back to a conversation and see the customer’s thoughts. However, it’s a very narrow view, and for more informed decisions on how to improve your customer satisfaction, you’ll need to see more than just 1 conversation at a time.

Viewing all rated conversations

Fortunately, when you receive feedback via Nicereply, it also adds a tag to the rated conversation. Why is that fortunate? You can use these tags to filter out conversations with customer feedback in them.

When viewing a conversation containing Nicereply feedback, you can click on a tag at the top of the conversation (it’ll look something like this: CSAT-10) and choose to view all conversations sharing that particular tag. You can use this method to quickly see all conversations where your customers were satisfied, dissatisfied, or anything between.

Again the simplicity of this method makes it great for day-to-day use by support agents. You can easily see which conversations lead to customer dissatisfaction and follow up on them and see what can be improved. There is, however, little else you can do with the data apart from viewing and sorting the conversations. You are still limited to viewing one conversation at a time and don’t see any aggregated data. For a “dashboard-like” experience and a more granular analysis, you’ll want to turn to a specialized satisfaction tool like Nicereply.

Viewing satisfaction data from Front using Nicereply

The default Dashboard

The easiest way to see all your satisfaction data at a glance is to use the built-in Dashboard functionality. You’ll be able to see up to date stats on your CSAT, NPS, and CES surveys as well as trend charts, displaying the changes in your performance over time. It is also easy to see a comparison with a previous period.

This is a default dashboard, and you can’t customize what metrics you see or what surveys are taken into consideration. What you’ll see is an average of all your CSAT, NPS, and CES results. You can adjust the date range you want to see in terms of days, weeks, months, or years.

The metric overview

Unlike the default dashboard that shows you CSAT, NPS, and CES data together, a metric overview allows you to get insight into one of the three metrics. Using the metric overview screen, you can see your overall score, average rating value, as well as the number of ratings collected.

Below you can see how your CSAT and number of responses change in time. You can also see a histogram of your ratings, as well as the number of surveys sent, their open rate, and their response rate.

The rating feed

The dashboard and metric overview views are great for seeing the bigger picture of your customer satisfaction program. This can be particularly useful when evaluating how well your support team performs or what should be the next steps to improve. There is value, however, in seeing every feedback individually. You can do that with the Rating feed view. There you’ll find a real-time updated dashboard of all your feedback, with links to their respective Front conversations. You can also filter which results you wish to see. You can see a specific survey, agent, or even a team.

Using these 3 views in unison gives you a holistic view of your customer satisfaction. You can go from the big picture view of your overall customer satisfaction to an individual conversation in a matter of a few clicks. But what to do with all this data?

What to do with satisfaction data?

We’ve covered a few ways to see your satisfaction data in Front, as well as how you can see that data using Nicereply. But as I mentioned at the start, unless you actually use that data, it will do you little good.

Identify pressing issues

The first step is to look at all your collected data to find similarities or trends. The easiest way to do this is to create an export of your satisfaction data to work with it further.

This is an export of one of our surveys I made. I went ahead and censored any data about customers. When you make one, you’ll also see their names. The names don’t matter right now. What really matters is their CSAT and the feedback they left in the comment.

The next step would be to try to identify what went wrong in a given situation. For example, from a brief look at my export, I can see a few language requests and a few issues with scheduling demo calls. At the end of this process, you should have a list of root issues.

Brainstorm solutions

This part is probably the most fun part of the process. Every business faces issues. Don’t dwell on them too much and get to thinking about how to fix them! Try sticking to the golden rule of brainstorming and go for volume first. It’s better to start with the premise that there are no bad ideas. After you’ve come up with a sufficient number of ideas, you can narrow it down and circle in on the great ones.

You can prioritize your ideas using a tool like the action priority matrix (also known as the impact/effort matrix). It’s a great tool to help you decide where to focus your energy. You evaluate how impactful each task is going to be, and how much effort will it take to complete it. Then you should ideally focus on high impact / low effort tasks and add a few high impact / high effort projects to your long-term plan.

Monitor for improvements

You’ve done the hard work, and now it’s time to see whether it paid off. Keep monitoring your customer satisfaction and analyzing the results. If you identified your root problems correctly and chose the right solution, you should see a lower volume of those issues popping up.

Rinse and repeat

Congratulations, if you’ve done all that, you’ve successfully closed your feedback loop. You’ll never eliminate problems entirely, and as your business continues to operate and evolve, new issues are bound to pop up, but then again, that’s why it’s called a feedback loop and not a feedback chain, I guess.

Staying on top of your customer satisfaction is a never-ending process, but if you keep measuring your performance and review the data, you should see a consistent improvement.

If you’d like to try out the setup for yourself, you can make a free trial of Nicereply here. You’ll find more information on how to connect it with your Front account here.

The post How to Work with Customer Satisfaction Data Using Front and Nicereply appeared first on Customer Happiness Blog.

Customer feedback is the backbone of an excellent customer experience.

If you don’t know what your customers are thinking and feeling, you’ll never be able to shape their experience in ways that encourage customer loyalty and satisfaction.

So how can you get that feedback?

It’s incredibly easy if you’re using Nicereply.

In this article, we’re going to get super practical. We’re going to talk about the actual, real-life steps that will enable you to capture customer feedback using Nicereply. Towards the end, I’ll point you to some great resources that will help you leverage that feedback for maximum impact.

1. Getting started with Nicereply

If you’re not already using Nicereply, you can start a no strings attached free trial for fourteen days. As you’ll see, that’s plenty of time to get set up and begin gathering feedback, so I’d encourage you to sign up now.

Nicereply helps businesses collect feedback related to the three most common customer service metrics:

• Customer Satisfaction (CSAT) – CSAT measures a customer’s feelings regarding a recent interaction. Use this survey in your email signatures, or send it out after a customer service ticket is resolved.
• Customer Effort Score (CES) – CES measures how easy or difficult it was for your customers to get help. Use this survey to find places where your customers are frustrated when they try to do business with you.
• Net Promoter Score (NPS) – NPS measures your customers’ likelihood to recommend your product or service to their friends or family. Use this survey to find your very loyal customers and your unhappy customers – and the reasons behind their feelings.

You can find tons more information on each of these metrics on Nicereply’s website. Once you’ve chosen the metric (or metrics!) you’d like to start gathering feedback with, you’re ready to move on.

2. Choose your distribution method

How are you going to deliver your surveys to your customers? Every distribution method has its benefits. Nicereply enables the two most common methods:

• Using automated triggers. A common time to survey customers is directly after a support interaction ends. Nicereply integrates with the most popular help desks and ticketing systems. Leveraging one of these integrations will enable you to automate these surveys by using triggers that will send survey emails when specified criteria are met. Automating surveys across your entire customer base helps ensure unbiased feedback and reduces the effort on your support team.
• Embedding surveys into email templates. Your support team spends all day sending and receiving emails. Embedding a survey into your email signature is an easy way to increase your survey response rate without adding another separate email into the mix. You can embed NPS, CSAT, or CES surveys so that your customers can easily provide feedback at any time.

Nicereply also enables the sending of NPS surveys to specific contacts via campaigns. This can be useful for targeting very specific lists of customers to gauge their referral likelihood.

3. Integrate your help desk

Nicereply’s integrations make it simple to connect your surveys with your customer data and your support ticketing systems. If you’re using a less-common help desk solution, you can also use a solution like Zapier or Nicereply’s Developer API to customize everything to your specific needs.

One additional benefit of integrations is that they create an effortless connection between your customer feedback and the associated ticket. You’ll also be able to push feedback directly into your help desk or CRM, meaning it won’t simply stay locked up in Nicereply. It’s your data, and you’ll be able to put it to work in any way you’d like.

An integration is required if you’d like to leverage automated triggers. If embedded email surveys are your preferred distribution method, Nicereply can meet your needs even without an integration.

4. Build your survey

All three Nicereply surveys come with default options ready-to-go, meaning you can set everything up with just a few clicks. However, if you’d prefer to make changes, you can customize your survey. You can add your company branding, edit existing questions, or add new questions, or more.

5. Set up your triggers

If you choose to use automated triggers, you can update the trigger settings for any survey you’re using within Nicereply. You can change the sender name, the delay between the closing of a ticket and the survey being sent, or add filters to fine-tune your survey sending.

Analyze feedback with Nicereply’s reporting

That’s it. If you’ve completed the above steps, you’ve successfully begun capturing customer feedback using Nicereply. Congratulations!

While you should have data rolling into your system now, you probably know that customer feedback is only useful if you put it to work. Nicereply’s reporting and dashboards make it easy to see how your team is performing at a glance or to dive deep into specific customer interactions. You’ll be able to:

• Gather real-time insights into how your customers are feeling.
• Recognize and intervene when a customer reports dissatisfaction, turning that experience around to retain their business.
• Set goals for your team.
• Recognize and reward top performers, while also uncovering opportunities for improvement and coaching low performers.

See Nicereply in action

Nicereply’s software is used by organizations across a wide variety of industries. When you’re just getting started, sometimes it can be helpful to understand how other organizations are putting customer feedback to work. Here are a few examples to spark your imagination:

• Man Crates was looking for a more effective way to capture agent performance and customer feedback. Using embedded email surveys they were able to gather customer feedback in real-time as conversations were happening, enabling them to adapt in real-time.
• Lenovo struggled with low CSAT response rates and a feedback process that was too hard for customers. Through integrating Nicereply with their CRM system, they were able to improve both of these areas and use the feedback to increase their response time.
• Republic Wireless was facing problems with attribution. Their complex support tickets often involved several support agents, making it difficult to uncover clear insights about performance and areas to improve. Integrating NiceReply with Zendesk helped them start receiving clearer insights within a week, improving CSAT scores and enabling them to intervene when interaction was going poorly.

Hundreds of customers around the world have used Nicereply to improve their customer experience. If you’re still needing more inspiration, check out more stories here.

Maximizing the value of your customer feedback

You may be able to start capturing customer feedback using Nicereply within a few minutes or hours, but building an incredible customer experience is the work of years. As customer expectations evolve over time, your customer experience must evolve alongside it.

A critical piece in achieving success in customer experience is building an effective feedback loop. As customers provide feedback, you need to analyze and understand it, then make appropriate changes based upon customer needs and your organization’s goals. Here are a few resources to help you in that area:

• 9 Ways to Get the Most Out of Your Customer Experience Data
• Proving the Value of Customer Experience to Your Executive Team
• 8 Customer Feedback Myths That Need To Be Busted
• The Benefits of Real-Time Customer Feedback

There’s an ongoing conversation happening daily around the world about what incredible customer experience looks like. If you’d like to benefit from expert voices that will help you maximize the benefits of your customer feedback, subscribe to the Nicereply blog to get insight delivered straight to your inbox.

The post How to Capture Customer Feedback Using Nicereply appeared first on Customer Happiness Blog.