4 Sources of customer feedback that are commonly overlooked

4 Sources of customer feedback that are commonly overlooked

OABPO Blog Team Published on September 15, 2014Last updated on October 13, 2021

4 Sources of customer feedback that are commonly overlooked- Open-Access-BPO
Many businesses claim that they take time to gather customer feedback to improve their operations. Most brands do it either by asking customers to personally fill out customer surveys or through quick interviews made possible by their call center support services. This commitment is indeed commendable. Not only do they gain insights that can help them become better, they also strengthen their relationships with their customers by showing them that they care about their opinions.


But did you know that personal and phone-based customer satisfaction surveys are not the only possible sources that you can tap to help you learn about what your customers have to say? Here are four other tools for acquiring customer opinions that are oftentimes ignored by businesses:

1. Social media

4 Sources of customer feedback that are commonly overlooked- Open-Access-BPO- Social Media

Social media has transformed from being just a socialization platform to a dynamic avenue where people actively exchange information and update their circles about their day-to-day activities. This means that if your customers find their experience with your brand remarkable, there s a good chance of them speaking about it on their social media accounts. Some customers may do it directly and post comments on your page. Take time to respond to them and let your customers know that you appreciate the gesture.

Additionally, instant or direct messaging on these platforms gives customers another way to leave feedback. Utilize auto-response messages or bots, so customers know you receive their messages even when you’re not currently online to respond.

2. Inbound call trends

4 Sources of customer feedback that are commonly overlooked- Open-Access-BPO- Inbound call trends

True, your outbound customer survey calls are good sources of customer insights. But, the inbound calls you receive from your customers daily can also speak a lot about which areas of your business need attention. You don t necessarily have to ask every caller to go through your survey. Just by taking note of the trends or issues commonly raised by customers, you will have a clearer vision of your strengths and weaknesses.

3. Online forums and review sites

4 Sources of customer feedback that are commonly overlooked- Open-Access-BPO- Online forums and review sites

Although your website and your business email are the best online platforms to use in voicing out concerns, some customers may find it more convenient to go to review sites and other social sites to share their experiences. They may find these forums less restrictive and farther-reaching than the channels that you provide. So, if you truly want to know what your customers have to say, do not just sit in front of your computer and wait for them to email their concerns. Google your business and look for related reviews shared by your customers.

4. Exit interviews

4 Sources of customer feedback that are commonly overlooked- Open-Access-BPO- Exit interviews

Exit interviews are not only useful for employment or resource management purposes. You can also ask your customers to share their opinions upon ending their subscription or membership. You ll be surprised how liberal their opinions can get, especially since they know that they won t share any ties with you afterward.

Employee exit interviews are also helpful, especially when frontline or customer service employees are subjected to them. These people are exposed to the most common problems faced by your customers and are therefore credible observers of customer behavior.

There are several ways to listen to your customers. All it takes is knowing which resources to tap and optimizing these channels to better understand your customers opinions. By including the above-mentioned tools, you can have a more comprehensive view of the different issues that affect your customers satisfaction.

Congratulations! You’re on your way to receiving great insight into what your customers really think of your company. Put all that rich information to good use and partner with a trusted BPO to improve your service delivery and content management. Open Access BPO offers multichannel customer support for businesses of all sizes. Get in touch with us to start offering support via phone, email, live chat, social media, and in-app.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO4 days ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3UZf4i0

----------
Let's create a program hyper-customized for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO4 days ago
Making your #CallCenter agents happy boosts #productivity and elevates #CustomerExperience.
Here's how you can make their lives easier: https://buff.ly/3UQvadX

----------
It's #CSweek! Don't forget to express your appreciation to the awesome people assisting your customers. Celebrate the job they do!

Let's build you a well-engaged #outsourcing team: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #EmployeeEngagement
Open Access BPO
Open Access BPO4 days ago
It's π—–π˜‚π˜€π˜π—Όπ—Ίπ—²π—Ώ π—¦π—²π—Ώπ˜ƒπ—Άπ—°π—² π—ͺ𝗲𝗲𝗸, a weeklong celebration of the value of #CustomerSupport and the people who assist customers.

We recognize our people across Open Access BPO's international locations and celebrate them for the awesome work they do.

#WeSpeakYourLanguage
#CustomerServiceWeek
#CSWeek #CelebrateService
Open Access BPO
Open Access BPO7 days ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO1 week ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
β€’ staffing
β€’ training
β€’ quality assurance, and
β€’ service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO1 week ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO