The best client communication tools are those that allow your clients the opportunity to give you feedback in real-time and make changes on the fly if they need. They also have the ability for both parties in the conversation to see what’s going on in real-time.
If you want to create a web project that is customer-oriented, you will need to listen to your clients. You should know what they like and dislike about your product. You should be able to get their feedback at any time, without having to wait for them to contact you.
In this post, I am going to tell you in detail about tools used for client feedback, why it is useful and what are the ways to get feedback.
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Why is direct client feedback so useful?
A Harvard Business Study reveals that engaging your customers and clients in the feedback process is good enough to keep them engaged with the business.
As per Customer experience magazine, only 1 out of 26 unhappy customers register a complaint with the service and the rest move away.
As per Local Consumer Review Survey, More consumers are reading online reviews nowadays, In 2021, 77% of customers read reviews about the businesses they are dealing with. up from 60% in 2020.
57% of customers say they are not likely will engage with a business which does not respond to any of the reviews.
89% of customers are highly likely or very likely will engage with a business which responds to all of its online reviews.
The above findings show why direct client feedback is very much required in present days.
There are numerous major works when you receive a response, review, or feedback from your clients or customers. Initially, it permits you with the accessibility of the experience of a customer straight away from the real customer eliminating the brand side buyers.
Moreover, you can always use those reviews and insights from the feedback to develop your business in the forthcoming future.
Down here, I have listed down a wide range of major benefits that you inherit by getting a client’s feedback.
Client Communication Tools benefits
Helps you deliver a quality project that meets the client’s needs
The satisfaction of your clients is a crucial factor that leads to the financial development of a company. If you know what your customers are thinking or expecting, you can always provide the best services to match their desires.
This will eventually lead to elevating your revenues and business performance!
Helps streamline processes
You can always support your super users and provide them with self-support resources. It will always improve your business’s cost efficiency, productivity, and time management.
You will experience minimised risk and developed communication once you receive the client’s feedback and work upon it.
Makes customers feel valued
After you get the feedback from your clients and involve them in the progress of your business, they will always feel more connected to your firm. This will eventually lead to stronger bonds with them and will be the ideal way to get new customers.
You can prove your services to be trustworthy in the views of your customers by valuing their opinions.
Projects a Professional Persona
When you make room for accepting your customers’ opinions, it will surely inculcate the feeling of loyalty and constructive criticism between you and your clients. This will lead to a healthy professional image in front of your customers.
Helps in measuring customers satisfaction
To better understand what your clients require, you need to have their reviews by listening to them.
Once you know the requirements of a client through service, you can always turn the feedback into action, which will lead to your customer’s satisfaction.
Helps to speed up the design process
The information you receive from your clients will always help you manage the situation and make the project more effective.
You can always give another dimension to the research to obtain valuable insights, which will safeguard the success of your project.
Saves using multiple platforms (email, messages, SMS, etc.)
The customers often do not give their valuable feedback because they think this is unnecessary.
Therefore you should keep little sentences in multiple platforms like emails and messages, which will convey to the people how often they anticipate hearing back from you.
How to Collect Client’s Feedback?
When one thinks about how to collect customer feedback, it’s very smooth to get overwhelmed by the number of chances.
With many clients and hundreds of ways to link with their feedback, it’s tough to know where to begin. Hence below here, we have put on and compiled some of the best solutions along with their pros and cons.
Direct Feedback using a Plugin
All the direct client feedback always takes place between you and your customers without the involvement of any third party.
A plugin that has been created to help collect client feedback is called WP Feedback. It is a plugin for WordPress sites and it allows the user to create a feedback form that can be embedded anywhere on their site.
Pros:
- It will assist you in streamlining processes and removing all the redundancy.
- This method will be very much Wallet-friendly for you at the same time.
Cons:
- The process of building and setting up can be pretty tough.
- It may not cover responses from all the target customers.
1. Project Huddle
Project Huddle is a collaboration Plugin, that allows the client, project manager, and team to work together on a project. This allows for every team member to have access to the feedback from the client so they can see what the needs are and how they can be met.
Project Huddle is simple yet effective as it covers just about everything from communication between both parties
The system helps agencies and freelancers get their clients to provide feedback on the work they have done, while also making it easier for clients to give constructive feedback in an organized way.
Project Huddle allows for every team member to have access to the feedback from the client so they can see what the needs are and how they can be met.
It is an organized feedback system that allows for a more efficient way of getting client feedback.
It includes features such as:
Planning: Project huddle allows users to create and share project plans, assign tasks, and set deadlines in order to manage their projects. Users can also create milestones in order to keep track of the progress of their projects.
Communication: Project huddle has a chat feature that allows users to communicate with each other via text messages or voice messages. They can also use the messenger feature in order to have conversations with other team members who are not on the same platform.
Reporting: Project Huddle has a reporting section which provides information about the status of a project, including whether it is on schedule or behind schedule. It also displays information about the number of time-off hours that have been accrued by employees
Project.Forecasting: Project Huddle has a forecasting section which displays information about how long it will take to complete a project, based on users’ current estimates.
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2. WP Feedback
WP Feedback is a plugin for WordPress that allows users to give feedback about their experience with the website. It helps improve the user experience of a site and allows users to provide feedback on different aspects of the site such as design, content, and usability.
When the plugin is enabled, users will be able to submit feedback about their experience with the WordPress website. Users can give feedback on site design, usability, content, and more.
When a user submits feedback, it will go into a queue that is constantly being checked for against a checklist of issues and problems with which the website deals with.
Feedback Forms
Feedback forms are recognised to be one of the most useful solutions to receive a lot of answers from your spectators. You can keep the format and design of the feedback form short and simple for an easy and instant filling.
A feedback form can be in the form of a questionnaire or a short survey. The most important thing about it is that it should be easy for the client to fill out, and also provide enough space for them to write whatever they want, so that you can get as much information as possible.
Pros:
- It will help you cater to the customer’s demands and expectations throughout their journey in your business.
- The feedback forms can always be presented to other customers for review.
Cons:
- Feedback forms can raise the levels of customers’ expectations and dissatisfaction.
- Sometimes it may be difficult for the customer to understand the language and questions in the forms.
Feedback Through Email
By taking the assistance of email surveys, you have the right to deliver it to millions of people. You can also share a link to a questionnaire that the clients can smoothly open, share their responses,t and submit.
Send a follow-up email after the project has been delivered. This will show them that you care about their opinion and want to improve on your work.
Pros:
- Many emails can be sent to multiple customers with one click without consuming a lot of time.
- It is a very cost-effective and easy way to gather data.
Cons:
- It may sometimes happen that few customers do not check their emails regularly.
- Poor network connection can hamper the email survey procedure.
Project Management System
A project management system is a software that helps in managing projects. It is used to help the team keep track of the project’s progress and ensure that all tasks are completed on time.
There are many different types of project management systems that can be used for different purposes. Some are designed for small teams, while others are designed for large teams.
The most common type of project management system is a Gantt chart, which shows the timeline and dependencies between tasks in a simple table or bar chart format.
Some people prefer to use Trello as their project management system.
This app has many features that make it easy to manage projects such as assigning cards to different members of the team, adding due dates and labels, attachments, etc.
Accomplishing tasks that may either require an accountant or programmers to work on an assignment can rather be easily done with project management software. A person would perform several tasks manually or with the help of a computer, but the software would do it all for you.
Pros:
- The software can save a lot of time because it will directly ring an alarm if the employees do not meet the deadline.
- The progress reports made by the project management software keep the workers focused and goal-oriented.
Cons:
- This method can be comparatively expensive to have good quality software.
- Planning the overall project and distributing tasks among the employees may consume time.
Some Ideal Client Communication Tools
It’s very necessary to keep the customer feedback a very seamless procedure of collection in an organized manner. You are always required to ensure that there is no single aspect that slips out of your brain.
If you do so, you can always upgrade your experience, products, and services in a very smooth and easy going way. Have a glance below here to get some knowledge about the best communication tools:
Microsoft Teams
This tool provides you with all the private discussions and Team chatting options in line with the documents and GIFs. You can use audio and video conferencing along with multifactor verification.
Instabug
This visual response tool will allow you to take screenshots and record the screen along with catering the crash reports, bug reports, performance supervising, and in-app surveys.
Skype
If you use Skype normally, it would be free, but if you want to get additional features, then the premium pack will cost you a bit. You can enjoy immediate messaging, reporting and statistics, voicemail, SMS, and much more with Skype.
Intercom
Intercom caters to all the methods for customer engagement and effective marketing and also serves as a live chat option. It is linked with more than 30,000 business platforms. Therefore, it can assist you in curating strong bonds with your clients.
Clarabridge
Clarabridge tends to be ideal for clients’ experience by providing them with many interactive tools for collecting their feedback. These solutions are purposely curated for gathering actionable insights from each client interaction on one platform.
Bloomfire
One can inherit the advantages of unlimited groups and sub-communities, content moderation and sharing, gamification, analytics, and reports with the help of the bloom fire tool for receiving customers’ feedback.
Freshdesk
Fresh desk assists businesses of all sizes by involving clients over chats, phones, social media, emails, and much more. It is a free, cloud-based program that automates and streamlines the most complex workflows.
HelpScout
HelpScout proves itself to be one of the most convenient and helpful communication tools for handling groups of people. It also merges itself with more than 50 tools too. It links the businesses to the clients with the help of live chat or emails by assisting in customer engagement. It will develop the customer experience with its ideal and accurate designs.
Final thoughts on best communication tools
When it comes to communicating with clients, the most important component is being able to get their feedback in a way that is easily digestible.
The best tools for this are those that offer clean and concise layouts, with a clear overview of what the client has said about their experience.
In this present post, I have tried to present to you the various leading communication tools for gathering client feedback.
Project huddle is one of the leading Client feedback plugin in the present market, and I shall recommend to try it for a while.
Feedback is one of the leading ways to engage with your customers. So, client feedback is a pre-requisite for your business.
Related source: Why customer retention is important?
What plugins are you using to check your customer’s feedback? Do inform in the comments.
That’s it for now,
Tanay 🙂
