How To Create a Feedback and Suggestions Board

No one knows what works and what doesn’t work regarding your product or service better than your customers themselves. They know what they like and what they don’t like. So isn’t it time you worked alongside them via a feedback and suggestions board?

Using customer feedback, businesses can build customer-centric products that better service them and solve their problems. This in turn increases customer retention and loyalty, which itself can be used to generate social proof, which can generate more new customers.

It’s literally win-win. But how do you generate usable customer feedback? Via a feedback and suggestions board. Let’s take a look at how to create one.

Why The Most Popular Ways To Collect Feedback Aren’t Working

There are numerous ways that businesses currently generate more customer feedback, but most of them are far too ineffective.

For example, take email marketing. Via email, a business could reach out to existing customers and ask them to answer a few questions about their brand and products. But how many customers really have the time - or the energy and desire - to do that? Without incentives, very few.

It’s the same with feedback forms on your website. While these forms certainly have the potential to generate more usable customer feedback, they can often be seen as a distraction for customers who just want to crack on with making a purchase.

LiveAgent Ticket Feature
  • Use departments and tags for segmentation and distribution and assignment of tickets.
  • Use the extended customer information view to quickly gather information about the customer you are communicating with and access multiple integrations with other apps.
  • Ticket thread lets you see all communication with a customer even if it started from a different channel like chat and continued with email.
  • Quick Action Buttons help you easily transfer and postpone tickets as well as add notes, and other actions.
LiveAgent
  • The Left navigation panel lets you quickly navigate across the chat dashboard. You can check all active chats, availability per agent or access settings of chat buttons.
  • After Live Chat is initiated, you can see details of the customer chatting with you, like the page where chat was initiated, IP address, or previous communication.
  • Thanks to our real-time typing view you are able to see what customer type even before they click "send". You can prepare your answers and amaze them with lightning-speed service.
LiveAgent
  • Similar to live chat overview, call center offers left panel that will help you navigate inside dashboard in 1 click.
  • Call history offers list of all incoming and outgoing calls from LiveAgent with full-text search.
  • Action button lets you open a specific call ticket so you can access call recordings and the whole ticket thread.
LiveAgent Ticket Feature
  • Reports are a popular part of LiveAgent. They help you to see department statistics, so you can get a quick overview of what's happening in your helpdesk.
  • Inside the dashboard, you can see your online/offline agents and even initiate an internal chat with them!
  • With Personal statistics you can see performance your own individual metrics like time logged in or tickets answered.
  • Leaderboards are a part of gamification. They make daily work more fun and help to push performance of individual agents as they can compare their performance.

Some businesses also go down the route of actually calling their customers. This method, however, is effort-intensive on your part. While some customers will definitely appreciate a bit of 1:1 interaction like this, you might find that it distracts you from the core aspects of your business that you should be working on. Therefore it might be a good idea to work on your organic reach with help of SEO tracker. It might pay off in the long run.

Likewise when it comes to monitoring your social channels. While this can be a great way to track conversations about your brand and discover what people really think about it, it’s also super time consuming on your part. Indeed, social listening requires committed resources to monitoring and responding to feedback.

Not just this, but when you implement numerous customer feedback strategies, you’re wasting a heap of time.

The Benefits of a Feedback and Suggestion Board

Introducing the feedback and suggestion board, a smarter way to generate more usable customer feedback. Less demanding on both you and your customers, a feedback and suggestion board is a fun, interactive and super involving forum that enables you to learn more about what your customers like and dislike about your brand and products.

By adding a feedback button to your website, customers will be able to leave you feedback and make suggestions. They can also vote for existing ones with the click of a button which means customers can get involved with each other. This is unlike a survey where no one knows what other people are saying.

Each time a customer submits feedback, you are notified via new ticket. Then, it’s up to you to decide whether to respond or not.

By collecting all your feedback into one place like this, you’re streamlining the whole process. There’s no need to implement various feedback strategies - from surveys to phone calls to social listening - which means you save yourself a huge amount of time. Thus, you’re in a position to grow your business faster. All you need is a feedback and suggestions board.

And the best thing is that you can make your feedback and suggestions board reflect your brand by customising the buttons. You can even upload your own image or write your own HTML code.

Here are some features:

Universal inbox - All your ticket’s collected in one place in a smarter version of your email inbox

Ticketing - A single ticket holds every single message about a particular incident reported by a customer. This makes it so much easier to identify and resolve problems than ever before

Automated ticket distribution - Decide who gets to manage which tickets, and how many tickets each agent can deal with. If an agent needs a bit of a breather, you can give it to them. If the ownership of a ticket needs changing, you can easily do that, too. Who are the agents? Agents provide the support services

Time tracking - Learn more about how long it takes to solve the average issue with our time tracking feature

Tags - With problems come support topics. Use tags to differentiate important customers

LiveAgent Ticket Feature
  • Use departments and tags for segmentation and distribution and assignment of tickets.
  • Use the extended customer information view to quickly gather information about the customer you are communicating with and access multiple integrations with other apps.
  • Ticket thread lets you see all communication with a customer even if it started from a different channel like chat and continued with email.
  • Quick Action Buttons help you easily transfer and postpone tickets as well as add notes, and other actions.
LiveAgent
  • The Left navigation panel lets you quickly navigate across the chat dashboard. You can check all active chats, availability per agent or access settings of chat buttons.
  • After Live Chat is initiated, you can see details of the customer chatting with you, like the page where chat was initiated, IP address, or previous communication.
  • Thanks to our real-time typing view you are able to see what customer type even before they click "send". You can prepare your answers and amaze them with lightning-speed service.
LiveAgent
  • Similar to live chat overview, call center offers left panel that will help you navigate inside dashboard in 1 click.
  • Call history offers list of all incoming and outgoing calls from LiveAgent with full-text search.
  • Action button lets you open a specific call ticket so you can access call recordings and the whole ticket thread.
LiveAgent Ticket Feature
  • Reports are a popular part of LiveAgent. They help you to see department statistics, so you can get a quick overview of what's happening in your helpdesk.
  • Inside the dashboard, you can see your online/offline agents and even initiate an internal chat with them!
  • With Personal statistics you can see performance your own individual metrics like time logged in or tickets answered.
  • Leaderboards are a part of gamification. They make daily work more fun and help to push performance of individual agents as they can compare their performance.

Go here for more information on our feedback and suggestions board features.

Conclusion

You know how important feedback is to the success of your company. By installing and setting up a feedback and suggestions board, you can take your business to the next level much faster than before. Learn about your customers, find out what their biggest problems are - and then resolve them.

Ready to take the next step?

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