The opinions of your customers are important; they can tell you what they love about your business and they can also tell you what areas need improvement. So, collecting customer feedback is necessary if you want to increase customer retention and grow your business.
http://customerthink.com/how-to-collect-customer-feedback-on-social-media/
It might seem like a good idea to use email to resolve customer issues or to simply solve customer issues wherever they find you. It’s simple. It’s cost-saving. But you know what else it is? Messy and risky. Messy, because your communications with customers are all over the place. There’s not a single, unified platform to manage your customers. Risky, because you can easily overlook customers’ messages from email. While it may be unintentional, you are more likely to neglect your customer issues and lose them, which isn’t exactly good for business. Enter customer service software.
https://mopinion.com/best-customer-service-software/
Analyzing your website can give you many insights into what your customers like or don’t like. But sometimes it’s not enough. Wouldn’t it be better if you could just ask them and get straight answers from them?
https://www.optimonk.com/blog/15-ways-e-commerce-websites-get-customer-feedback/#.W2g6etgzZmB/
Self-service for the sake of self-service just isn’t enough. There, I said it. Etch it in stone. Tell a friend. Because the truth is, your self-service experience probably isn’t as good as it could be. And hidden sticking points could be leaving customers dissatisfied, frustrated, and hampering your aspirations for blockbusting, show-stopping ticket deflection.
https://mindtouch.com/resources/5-self-service-pitfalls-that-increase-customer-effort/
