Collect Customer Feedback

Customer feedback is crucial for improving your products or services. After all, you intend to sell something to other people. However, providing excellent services, products, and experiences is a never-ending commitment. 

To ensure you're on the right track, you must be up-to-date with your customers' expectations. You should also be aware of how they perceive your goods, services, or customer care.   

In this article, you'll learn:

• How to collect the customer satisfaction rating
• How to collect feedback through chatbots 

Customer satisfaction rating

Customer satisfaction allows you to collect your visitors' feedback in a 5-option scale rating. Whenever an operator closes a conversation, the customer will be automatically asked for a rating and comment on their experience.

You can later check the effectiveness and satisfaction rate in the Analytics section.

To collect your customers' feedback right after each closed live chat conversation, head to Settings > General > Customer satisfaction section and enable the rating by switching on the toggle. 

Now, you'll be able to adjust the message that will be visible above the rating options and the request for feedback text visible above the comment form. 

The results from the customer satisfaction rating can be viewed inside the chat conversation, on the right-side visitor's details menu, or in the analytics section. 

In the analytics section, you will see a chart with an average rating (in given days per day or per month) together with an option to see all rated conversations' results. 

You can also find the average rating for each operator in the Operators tab in the analytics section. 

Collecting Feedback through Chatbots 

Chatbots are one of the many tools that you can use to collect feedback and other customer insights. 

With the trigger, Operator leaves a conversation your chatbots will automatically activate to request and collect the feedback you need. 

Operator leaves a conversation Trigger

The Operator leaves a conversation node, triggers a chatbot when your operator ends the chat with a customer.

This trigger works on any platform that you use to access the Tidio app (desktop, web, mobile).

 

In the example above, the trigger makes the chatbot send a chat message to the customer who has just ended a chat with a live chat operator.

Each time the conversation has ended, you can:

• ask for feedback
• ask for a review
• surprise your client!

Similar to other triggers, you can set the limitations of the Operator leaves a conversation. Click the node to access the settings and select how often you want the bot to activate.

 

The core structure of the chatbot you have used to collect feedback previously remains unchanged. You can connect the "Operator leaves a conversation" trigger to any action or condition you believe will work best for you and your customers.

Here's an example of how you can use it:

Below, you'll find a template for this bot.

 

In this case, the chatbot sends a message followed by the Quick Replies action node. The reply the customer selects is tagged. 

Later on, you could send collected information (tags) via the Zapier tool to the app of your choice (e.g. Google Sheets) that will allow you to organize and analyze all the feedback you get. You can read more about such an option in our article about the Zapier tool.

Why Using This Trigger?

The benefit of using this trigger is two fold.

First, it makes your feedback collection more efficient. When you finish helping one customer, you are free to move on to pick up another pending chat. The bot will remember to ask the customer for a review for you.

Second, customer satisfaction is a crucial differentiator between strong and poor brands. It has become an essential element of business strategy. 

And in order to measure (and improve) your customer satisfaction, you need feedback. The more data you collect, the richer your metrics will become. They will help you gain and retain more satisfied customers and accelerate the growth of your business.

There are different satisfaction metrics that aim to measure customer satisfaction. The most popular ones are:

NPS (Net Promoter Score)

Net Promoter Score asks customers how likely they are to recommend a given company to other people (i.e. their friends, family, etc.). This allows you to measure the level of the emotional attachment of your customers to your brand. This, in turn, will show you whether your customers' loyalty is strong enough to become your repeated clients or not.

CSAT (Customer Satisfaction Score)

Customer Satisfaction Score's real-time responses focus on how well businesses manage to meet (or exceed) their customers' expectations. CSAT metric is very useful in managing and monitoring the business' performance. High CSAT is often set as one of the main KPIs (Key Performance Indicators) within a company. 

CES (Customer Effort Score)

Customer Effort Score allows you to measure how easy it was for a customer to complete an individual action (e.g. ordering a product online, solving a problem using your product or service, etc.). It helps companies identify and overcome important issues that discourage further interactions with their websites or online stores.

If you want to learn more about these metrics, please visit our step-by-step guide on how to measure customer satisfaction.