How Instant Feedback Will Improve Your Customer Support

Customer support is one of the most important departments in a business organization. You need to consider how well service is being delivered to the customers. Instant feedback can help you understand what customers are saying about your business, and how they want services to be delivered. Such feedback can improve customer support by simplifying various processes, and letting your customer service employees know what they need to do to keep customers satisfied.

With instant feedback, a customer would be able to voice his/her opinions about your products and services. This will encourage the customer to tell his colleagues and friends about you. Moreover, you will also be able to take necessary actions to rectify errors, fix issues, resolve problems and perform other such tasks in a timely manner.

Instant Feedback for Improving Customer Support

Collection of basic customer feedback can begin with a standard link on a web page or in the footer of an email sent by the customer support representative. The customer can click the link to provide quick feedback of an interaction or transaction with your business organization. The link can take the customer to a standard feedback form where some information about the customer’s experience can be captured.

In order to improve customer support through feedback, type of questions and criteria can be customized according to the business needs and requirements. You can even allow the customer to provide feedback anonymously.

When a customer fills the feedback form and submits the feedback, a wide range of actions can be easily and automatically triggered:

● The feedback can be directly published to a news feed

● The feedback may be specifically sent to a person via email, like the customer support representative, manager or specific group

● Employers receiving positive customer feedback or meeting particular criteria can be rewarded through some sort of a recognition or rewards system

● Instant feedback can even be automatically integrated with the CRM or customer relationship management system for further reporting and analysis

When you have a direct and instant line of communication between customer care representatives and customers, you’re able to:

● Highlight your company’s top performers receiving excellent customer feedback.

● Drive certain positive attitudes and behaviors which contribute to qualify customer support

● Capture vital information about what your business is doing wrong and right to act on your business intelligence and make service improvements instantly

Although business organizations realized the importance of feedback a long time ago, increasing competition has encouraged companies to focus on quick feedback. Your business needs to be ahead of your competition, and customer support plays a crucial role in achieving this task. You need to let customers know that their opinion will be valued. Instant feedback can help you take timely actions to provide the best service to your customers.

When you seek customer feedback and try to make customer-to-employee relationships a part of your core business strategy, it allows you to improve the consistency and quality of your service. Moreover, you’re able to retain and attract customers, win market share and build customer loyalty. In the modern business world, the importance of instant feedback can not be overlooked.


Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.