Reviews are one of the most powerful tools you can find for building your online reputation—but what about your offline reputation? How are you making sure your customers want to recommend you, whether it’s when you send a review invite or when talking with friends?
Podium’s new Feedback tool builds on our platform to help you interact with customers at every point in their journey. In addition to getting more reviews, increasing your inbound leads, and messaging back and forth with customers, now you can make sure that those customers have an amazing experience every single time they interact with your company.
What is Feedback?
Feedback is a brand new product designed to calibrate customer satisfaction in real-time. Not only does it give you the data to diagnose problems, but with Podium, you’ll have the tools to solve them.
At any point in the customer journey, you can find out how things are going by asking the question that matters most to you, whether that’s a classic net promoter score survey, asking about their experience as a whole, or anything else that matters to you—their delivery, technician, repair satisfaction, wait time, and more.
The simple 0-10 scale over a text message (no links to surveys or extra steps) means our response rates blow other feedback tools out of the water, while the custom automated follow-up question asking why they chose that number gets you the additional info you need to act on that information.
And since more than 80% of the responses we receive come in under 2 hours, you can solve problems before customers decide to leave, tell their friends, or anything else.
The Benefits of Feedback
On average, 70% of U.S. consumers have intentionally chosen to spend more money in order to do business with a company that provides them with a great customer experience. And since 82% of customers have left a company because of a bad customer service experience, it’s critical you hear about every single time that happens.
Instead of waiting for customers to complain to you, Feedback turns the model on its head by checking in after critical interactions to find out how satisfied they are—and if they’re not, how you can fix it.
Know which customers are at risk.
Our Feedback tool automatically categorizes responders as promoters, passives, and detractors, so you know where to focus your efforts to have the most impact, and which ones you can customize auto-responses for to help you manage everything at scale.
Create repeat business to impact your bottom line.
Improving customer service is the most important way you can keep customers coming back—and impact your bottom line. Just a 5% increase in customer retention can lead to a 25% (or more) increase in profits . Your happiest customers will end up spending 140% more with your business—so why not make sure everyone is happy?
Provide a holistic experience—for you and your customer.
Manage customer interactions in a single place alongside all of your other communication in Podium—from first-touch to follow-up, and everything in between. You always have the context you need, and customers always know exactly where and how to reach you.
More than 30,000 local businesses – from car dealerships to hotels– use Podium to talk to their customers every day through every step of their journey. Reviews are critical to getting customers in the door, but Feedback will give you everything you need to keep them coming back. If you aren’t listening to what your customers have to say, you’re missing out on valuable insights and opportunities.