Engaging users and getting their feedback in a way that they don’t have to jump hoops to share their experience or notify you about what needs to be fixed is crucial for a successful product. Conversational UX plays a key role here as it helps you interact with your users and collect their feedback in a seamless manner where they can easily share their experience over chat, voice, or other NLP-enabled AI tech that mimics a human conversation.
The idea of conversational UX is enabling you to create, nurture, and grow one-to-one relationships in business without having to put in a lot of effort and resources. Here, the feedback collection process is baked in the UX so well that customers know they can give feedback to you in a jiffy. By taking this approach, you can collect microdata points about your product, and then go on to use this actionable feedback to optimize your product better.
Data suggests that 63% of customers expect businesses to understand their unique needs and expectations, while 76% of B2B consumers expect the same thing. Now, the challenge is to find a way you can collect user feedback – valuable user feedback – without compromising their user experience with your product.
Conversational Experience: How to Gather more Valuable User Feedback?
Only one in every 26 customers is likely to voice their dissatisfaction. The other 25 customers will just move their business elsewhere, without saying anything.
Let’s put it this way – your customers are motivated by their own goals and deadlines, so it’s not their responsibility to provide feedback to your company. Especially when customers have at least three to five alternatives for your product, it’s essential for you to take a proactive approach when it comes to user feedback. Make it easy for your users to connect with you and share their opinion.
The central idea of conversational UX is that the experience should feel like a natural conversation taking place between friends, with its usual ebbs and flows. This depends on multiple factors like placement, timing, frequency, engagement, and even the follow-up process by your team. In this article, I’ll share some brands that take an interesting approach to user feedback collection. It will also help you kick-start your user feedback collection journey.
Brands That Leverage Conversational UX Into Their Platform
YouTube smartly integrates its user feedback in pre-roll videos. The platform asks viewers to rate their level of satisfaction with the videos they watch on the platform. It only takes a single click from the user without compromising their viewing experience.
Using this data, YouTube improves its suggestion algorithm, a real-time feedback loop of tailored videos to match each viewer’s different interests. This user data can also be used in boosting watch time, audience retention, and customer satisfaction.
It’s no surprise the giant business Google takes its users’ opinions into account and takes serious steps to improve the customer experience. From improving ads to better recommendations in the “Others are also looking for” segment, to offering better security, Google has always been proactive with its user feedback process.
Another example of a company that provides great customer service is Uber. When you take rides using Uber, you know that it asks for feedback after every ride. What’s amazing is that if you’ve not had a positive experience, they immediately address and solve customers’ problems. This ranges from customers asking for help regarding safety concerns, driver behavior, or even lost items.
Based on real-time feedback, Uber measures its drivers’ performance. Depending on customer feedback, each driver gets a score. If they get a lower score, higher complaints, and overall poor feedback, the company may deactivate their driver account.
You’ve probably invested in your product development and sales, and don’t have the engineering muscle to build a feature that lets you collect user feedback. Now, having a tool intertwined in your platform that enables you to not just collect, but also analyze, manage, and act on user feedback can save your business a great deal of time.
At Upvoty, we have built a strong product that streamlines the entire user feedback journey for you. Right from collecting feedback from customers to segmenting them, analyzing trends, gathering insights, and implementing useful product recommendations, we ensure your team can seamlessly work on the entire user feedback journey in a single space.
We wanted to make sure that our product not only caters to your customers but also makes it easier for product teams to work on the feedback efficiently. Features like user access control, private boards, moderation tools, visual customizations, user-engagement tools, and integrations are what make Upvoty one of the best tools out there to manage customer feedback.
Fun fact: We love gathering feedback from our customers for our own customer feedback tool as well. Interesting, right?
A thoughtful survey design is so important for analyzing gaps in your customer experience journey. Zapier does an amazing job with its well-crafted surveys that are sent to customers at different touchpoints of their journey to understand how users feel about their platform and gather actionable feedback.
The image above shows a simple survey that asks users to share the purpose of visiting their website. The idea is to gather information from website visitors and understand how they interact with Zapier.
A Final Tip Before You Begin
Say you manage a small organization or brand and want to collect feedback from your customers. You may have conducted surveys in the past and noticed that while you do receive a lot of responses, not all of them are quite valuable or insightful.
It’s likely that you need to sift through your database, analyze it, and validate each feedback to qualify them to be even considered for product development. Wouldn’t it be helpful to collect and manage all those responses right into a single channel?
Integrating Upvoty Into Your Platform
Having a tool that does all the hard work for you can be a game-changer. Upvoty is one such platform that takes care of the weight lifting while you focus on building the features your customers want and optimizing your product for your users’ needs.
Upvoty offers a clean and intuitive feedback portal that lets you connect with your users and let them share their feedback directly with your team. You can create multiple feedback boards with different tags such as “Bug Fixes”, “Product Features”, “Improvement”, “Upcoming Features”, etc.
This way, anyone who wants to share their experience, notify about issues, or request new features can do just that. Upvoty also enables customers to check out the upcoming features and see what’s new with your product without any hassle.
The best thing is that you can tie all your feature requests and feedback together into your own product roadmap. Besides, you can integrate over 1500+ apps like Zapier, Jira, Intercom, etc with Upvoty. Try it for free today! 🙂
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