If you follow Benchmark's blog, you will know how important feedback is for businesses. Check out our article here to learn more! But one question always comes up.
What is the best way to collect that feedback?
The default answer for most people is to put an email on their website's help section like firstname.lastname@example.org and hope that solves the problem. Or they set up some long feedback form on a website that looks complicated and scares off customers.
But we have a better solution! Below are three reasons why text message feedback through Benchmark Intelligence is a better option than email or forms!
Texting is faster and easier than emails or forms
When a customer has an issue at your business, they want to address it immediately. But most people don't feel comfortable saying something face to face. So they go to your feedback solution. If you are using email or feedback form on a website, one of two things happens.
Either by the time they get home and are able to fill out the form, they have forgotten their issue or don't care enough to give you the feedback anymore. This isn't good, because their problem wasn't resolved, which means it will still affect other customers and this one might not come back to your business again.
Or they can't find your solution easily, and instead they go to a public forum such as Yelp, TripAdvisor, Google, etc. Posting their issue here will scare off other customers from ever even trying your business!
Texting solves both of these issues. Texting is something that can be done fast and easily, and since it is on everyone's phone, most people give feedback with Benchmark within 5 minutes of being at your business!
You can have a conversation
One of the biggest advantages of text message feedback is having an open line of communication with the customer.
When your customers fill out a form, their information goes into a database with every other response, usually never to be responded to. Even if you get alerted and you email them back, email has a much lower open rate than text messages. People pay attention to their phone!
With this open line of communication, you can work directly with problem customers to solve their issues and turn them into loyal customers!
Here is what the statistics have to tell us about texting.
Numbers don't lie. Texting is much more prominent in our lives than emails, and that doesn't show any signs of changing.
What's the bottom line?
Texting is better and easier for your customers than emails or online forms. Every other aspect of your business is designed to make your customer's lives as easy as possible.
Why not your feedback system as well?