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Automated Staff and Customer Feedback

Automated Feedback Tactics in the Virtual Space of Remote Engagement
Sayaka Rees

With many organizations now having pivoted to digital/ remote working environments, the need to capture clear and constructive feedback is more important than ever.

Whether it be between your business and your customers or between stakeholders within an organization, feedback is the communication vessel of insight and information. Without it, growth stagnates and opportunity drifts by.

Feedback, positive and negative, is vital to the development of staff and customers alike. Feedback provides clear expectations that staff and customers set on an organization, and vice versa.

It also helps to establish benchmarks and expectations that can be optimized into achievable targets for all involved. Feedback offers confidence to customers and staff, resulting in genuine growth. Both in culture and revenue.

Cutting through the noise of the digital world

The majority of individuals now possess some level of residence in the virtual world. Our phones are connected to an indeterminate amount of apps, web pages and algorithms. All vying for our attention and time.

This increasing amount of competition in gaining individual’s attention means the amount of noise has risen dramatically. This noise is one of the key challenges businesses and organisations face in engaging people to gain insight.

When it comes to feedback, the drivers lay in three critical business areas.

Engagement:

Businesses and organisations seeking feedback tend to fall into the first trap of feedback gathering. One-way questioning.

For example “Using the keypad on your phone, with a scale of one to five how happy are you with our communication?” While this angle seeks to achieve the desired outcome of information it fails to reach its potential as a genuine customer experience moment.

Asking the individual how they want to engage with feedback gives them the authority to illustrate what is important to them, therefore important to you.

Using multiple pathways that the customer can navigate through allows you to control what kind of feedback you gain, but allowing genuine feedback to be given.

Using the Whispir workflows studio allows you to create automated workflows with as many pathways as you need to propel your people through the right journey. Were they happy with their customer service? No? Then prompt them to fill out a contact sheet where one of your customer service consultants can reach out to them and address the problem proactively.

Performance:

High-value customer experience (CX) is proving to be a leading indicator of business/ organisation growth. 

As our value systems move away from commodity value to organisational/ experience value, so too does the need for feedback on that value. Value is often perceived before provided/ attained, therefore needs to be informed.

Using customised feedback forms and digital channels like SMS and email as the vessel for communications allow businesses and organisations to have genuine two-way conversations where feedback is given, reviewed and most importantly, discussed.

Retention:

So often, the failure of customer service is to speak and not listen. Customers and staff alike often grade the business/ organisation they are engaging with based on reputation and their own experience.

Asking for their input can mean the difference between a one-time customer and a brand-loyal ambassador.

The same applies to staff. A lack of feedback opportunities means businesses and organisations lose the opportunity to avoid voluntary departures of their staff and lose out to the financial costs of talent search to fill the void left within the organisation.

Smaller businesses tend to suffer higher negative retention rates. Labour turnover for the year of 2019 in Australia saw the top 10 industries consist of: Hospitality, Real Estate, Administration Services, Utilities, Construction, Retail Trade, Wholesale Trade and varied professional services such as consulting firms.

This is where Whispir’s web-based forms facilitate the conversation of feedback. And can help you create far-reaching communications workflows touching on every individual within your audience.

To find out more on Whispir's workflow studio, click here to sign up for a free trial.