Survey Tools support survey builder which helps users to create surveys in an intuitive manner leveraging survey themes and template library. Once a survey is created, it should be possible to integrate it with internal systems and share the results. Surveys can be distributed and shared easily across many supported channels like email, web, mobile and social media. Surveys can be scheduled and recurring surveys can be set up too.
Survey tools provide a very high degree of customization for color palette, font, button and many more and also support CSS customization.
Conversational surveys are more informal, friendly and shorter in length. These surveys are made more engaging to users through a mix of images, texts, buttons, video and audio files. Conversational surveys deliver a more casual, engaging and enjoyable way for consumers to share their feedback quickly. This approach eliminates any barriers users might have and increases the success rate of surveys to collect insights needed to improve the overall user experience.
Surveys can be created for any specific channel like mobile only or web only or can be created for omnichannel experience. Some platforms like SurveySparrow and Medallia support video surveys which tend to have 82% positive impact on human mind and success rate is expected to be higher.
Surveys can be embedded in the web pages for seamless experience. Many of the survey platforms provide white label support for organizations to customize as per their preferences.
Feedback is not limited to surveys and polls. They are available in different unstructured formats. Advanced feedback management platforms like Medallia provide the ability to capture signals from a variety of sources like SMS, messaging, in-app, voice interactions, IoT devices to name a few. Social listening is a rich source of feedback.
It is important to store customer feedback from all sources in one single place and analyze to get the overall picture. The platform should have the ability to gather and aggregate data from popular platforms like social channels, Slack, Intercom, Drift, survey tools to name a few. This helps to get actionable insights and work on a meaningful action plan to close the loop.
Dashboard and Reports
Feedback results can be analyzed using a wide variety of reports that are readymade as well as customizable. Real Time Dashboards and associated alerts help in tracking feedback and taking actions appropriately.
Analytics and the more sophisticated intelligence provided become key differentiators for feedback management platforms. Text analytics help convert textual data captured from multiple sources to actionable insights. More advanced analytics around customer experience involve complete understanding of each customer experience with the brand. This helps in delivering more personalized experiences. Analytics can help spot patterns and uncover the most pressing issues customers report across channels.
AI in Feedback Management Software
AI plays an important role in Feedback Management Software to make it more effective. Since there is a large amount of data collected, both structured and unstructured, analyzing and getting meaningful insight manually is a tedious task. This is where AI helps.
Using sentiment analysis, the software can detect positive and negative feedback patterns and identify actions needed to improve.
AI is used to automate high-effort, high-impact tasks such as risk detection and suggestion mining. AI can help in identifying customers at risk of leaving, potential detractors, and others in need of immediate attention with greater accuracy than scores alone.
AI can be employed to create smart surveys where survey questions can be personalized based on customer journey.