If you respond to feedback quickly and make the appropriate changes, customers will know that you value their input. By surveying your customers online, you receive timely data that allows you to respond to high-priority issues that might otherwise be missed and potentially cause a ripple effect of dissatisfied customers. Feedback for training support staff. Online surveys can provide valuable information to support managers to utilize in training both new and seasoned support representatives. Support representatives are more effective if they have a clearer understanding of the issues customers are facing online.
Online surveys are significantly lower in cost than more traditional types of surveys.
Expenses such as postage, printing, labor and telephones are all eliminated. With the goals of reducing calls and increasing customer loyalty, those responsible for the support operation need to have timely customer satisfaction data about customer experiences with e-support tools. By effectively implementing an online survey process and acting on the data received, organizations have a significantly better chance of accomplishing these goals. Inc. All Rights Reserved. Access to all Key3Media Events sites is subject to the Terms Of Use and Other Legal Provisions .