How to digitally connect with customers to enhance engagement?

It is easier to give customers what they want if you know about it. The mostefficient way to do that is of course by simply asking them what they want.This is when a customer feedback tool comes into play. By offering a uniquecommunication channel for feedback, customers can actively associatethemselves with your business and convey their thoughts.

Digital survey triumphs in any customer feedback program as an essential tool.It gives organisations an effective and a simple way to gather customerfeedback and also captures the critical moments in their journey. Customersequally benefit from sharing their feedback as they can expect a personalisedexperience. And for this reason alone, they are willing to share their data withorganisations.

When we look deeper what digital survey is capable of, we know that thispowerful tool can be effectively used to gather insights on what customers likeor dislike, their satisfaction levels, service quality and so much more. Thiscrucial information can reveal a plethora of opportunities for business growth,especially in making confident data-driven decisions and not relying onhunches.

Armed with this information, businesses can steer the right products andservices and tailor the communication specific to a particular customer. Thisway, you begin to build a connection between the brand and the customer.Nevertheless, the feedback conundrum of abandoning a survey or leaving itincomplete still exists.

To maximise digital survey response rates, organisations need to craftfeedback questions that can engage customers from the beginning to the endand keep them active. Let’s look at a few ways in which this can be done:

• Offer them an incentive
  Giving your customers a prepaid incentive can motivate them to complete thesurvey. It also shows customers that you value their feedback and appreciatetheir time. In return, they show the same respect and value to the brand.
• Segment participants
  Improve engagement by crafting an effective survey targeting the rightaudience. Irrelevant information will only drive the customer away. Instead,ask the right questions to the relevant audience to keep the conversationuseful and involving.
• Get the timing right
  You may have heard it before that timing is everything. And there is a reasonfor that. If you intend to gather feedback or information from customers, itshouldn’t be too late so you miss your window of opportunity with thecustomer having moved on to the next activity/decision. Too early is not goodeither. The best time to gain higher engagement on a survey is a few days aftercompletion of the interaction.

Tata Tele Business Services Business Solutions provides a comprehensive platform for adigital survey that is easy-to- use, scalable and adapted to your business needs.Conduct multi-lingual and multi-channel surveys that are flexible and secure.