The COVID-19 pandemic forced businesses to rethink how they operate almost overnight — and it permanently raised the bar on low-contact, convenient experiences. Even as the world has moved on, many customers still value hygienic, frictionless, self-serve interactions, and brick-and-mortar operators still need a way to hear from them without adding friction or crowding. So how do you collect customer feedback in a way that gives your customer peace of mind? We designed our customer journey touchpoints to support your customers' safety and convenience, whatever the world throws at your operation. What can a low-contact, socially distanced customer feedback journey look like?
Your Website
Since time in stores is limited and fewer customers are allowed in, more customers are looking at your website to review your products before heading to your store. As they browse products, this is a perfect place to add a feedback slider to measure how the website shopping customer experience is working for your customers.
Your App
If you've created an app to make it easier for your customers to explore your products, then incorporating a mobile feedback slider within it is a great way to track if the mobile app meets their needs.
In Your Store - TouchFree XPress
Since the questions posed on our feedback terminals are configured remotely from your dashboard, you don't need to have the terminal beside an employee. That remote management feature allows you to set up a customer feedback terminal in an appropriate location that helps your customer have the ability to provide their feedback but remain safe with social distancing.
Our TouchFreeXPress terminal also helps to collect feedback without the customer having to press any buttons. The terminal picks up when a customer places their hand over their feedback choice.
Your Text Messages - SMS
If you are using a contactless or curbside pickup option, you can integrate our SMS feedback collector into your sales process since customers will not be inside your physical location.
Your Emails
If you collect your customer's emails as part of your sales process, you can follow up with them later with our email feedback collector to check their satisfaction with your product or service.
We've listed here just a short path of collectors that can gather the customer feedback you need in a safe, low-contact manner. One thing is clear: businesses need to be prepared to collect feedback in ways that keep customers comfortable and safe, no matter what is happening in the world. Are you ready?
Ready to collect feedback safely across every channel? Book a demo to see touchless kiosks, SMS, email, and web feedback working together. You can also follow our LinkedIn page for more customer experience tips.
Press'nXPress Team