The Power of Real-Time Feedback: How Feebak Surveys Improve the Customer Experience

Apr 21, 2023

As customer expectations continue to rise, businesses need to stay on top of their game to remain competitive. One of the best ways to understand and meet customer needs is through real-time feedback. That's where Feebak comes in - a survey solution that enables businesses to collect real-time feedback from their customers.

In this blog post, we'll explore the power of real-time feedback and how Feebak surveys can improve the customer experience.

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Real-time feedback is the feedback that is collected at the moment, while the experience is still fresh in the customer's mind. This kind of feedback is incredibly valuable because it provides businesses with insights into customer needs and preferences at the exact moment they are being formed. This makes it easier for businesses to address issues in real time before they escalate into bigger problems.

Feebak allows businesses to collect real-time feedback from their customers through automated surveys. These surveys can be triggered automatically after a customer conversation with a call center agent, ensuring maximum participation and no cherry-picking on survey offerings.

By offering real-time surveys with Feebak, businesses can gather valuable insights into the customer experience. For example, they can learn how satisfied customers are with the service they received, whether they encountered any issues, and how likely they are to recommend the business to others.

The real-time feedback collected with Feebak can also help businesses to address issues quickly and proactively. For example, if a customer reports a problem with a product or service, the business can reach out to them immediately to resolve the issue before it leads to negative word-of-mouth.  It also allows businesses to recognize and reward their employees for exceptional customer service. Feebak surveys can help businesses identify top-performing agents who consistently deliver excellent customer experiences. By recognizing and rewarding these employees, businesses can improve agent engagement and retention, which can have a positive impact on the overall customer experience.

Moreover, Feebak surveys offer a wide range of dashboards that provide detailed insights into customer feedback. These dashboards are highly customizable, allowing businesses to view feedback in a way that is most meaningful to them. Feebak surveys offer businesses the flexibility to customize surveys to their unique business needs and goals. This customization can help businesses gather more relevant feedback and better understand their customers. With Feebak, businesses can create surveys with multiple question types, including open-ended questions, multiple-choice questions, and rating scales. These survey types can be combined to create a survey tailored to the business's specific needs.

In addition, Feebak integrates deeply with Genesys Cloud, which allows businesses to get a holistic view of the customer journey. With this integration, businesses can view survey feedback alongside customer data, such as call recordings and chat transcripts. This can help businesses to identify patterns and trends in customer feedback, and make data-driven decisions to improve the overall customer experience.

In conclusion, real-time feedback is a powerful tool for Genesys cloud businesses to understand and meet customer needs. Feebak surveys enable businesses to collect real-time feedback automatically, which can improve the customer experience by identifying and addressing issues proactively. With highly customizable dashboards and deep integration with Genesys Cloud, Feebak is a must-have companion for businesses looking to stay ahead of the competition by providing the best customer experience possible.